Summary
Overview
Work History
Education
Skills
Certification
Timeline
OfficeManager

Pat Akparanta

Boston,MA

Summary

A servant leader, team-oriented, organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals with over 15 years in IT. Enthusiastic Coach /Scrum Master eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of projects and training in Agile. Motivated to learn, grow and excel in the Agile space.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Administrative Support Coordinator

FBN PLC
Lagos, Lagos Nigeria
04.1999 - 01.2003
  • Deployment of patches/software updates.
  • Confirmation of system specification/monitoring of IT supplies by vendors.
  • Operating system/Software license deployment and support
  • Monitoring/maintenance of Systems on the Network Setup and support of all versions of Microsoft Windows applications
  • Local Area Network (LAN) cabling, setup, administration, and support
  • Trade Finance application Support
  • Payroll Application User Liaison User Training
  • Helpdesk support Software/Hardware installation & maintenance
  • Application software support
  • Telephone/PC Banking System Administration
  • E-mail/Internet system administration
  • Diaster Recovery & Backup
  • Created help desk tickets, troubleshot and resolved desktop issues.

Technical Support Specialist

Firstbank Of Nigeria PLC
Lagos, Lagos
02.2003 - 01.2005
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Resolved various technical issues across multiple systems and applications for customers and end-users across 88 departments across the bank.
  • Activated accounts for clients interested in new services.
  • DUPE - Engaged end-users and answered questions via email, phone, website live chat, and in forums.
  • Resolved system, hardware and telephone issues within agreed hours, improving efficiency among all departments.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Configured hardware, devices, and software to set up workstations for employees.
  • Helped streamline repair processes and update procedures to support action consistency.
  • Broke down and evaluated user problems using test scripts, personal expertise, and probing questions.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Created support documentation that empowered and enabled the user community to extend skills, leverage system features, and find resolutions to questions without intervention from the support team.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Team Lead ATM /POS

FBN PLC
LAGOS, LAGOS
02.2005 - 05.2008
  • Increased efficiency and performance from 40% to 96% which led to increased transaction activities on the ATMs.
  • Facilitated ATMs deployment within the branch network and offsite from 474 to 2970 ATMs
  • Diagnosed and troubleshot problems, repairing and restoring machines to peak performance.
  • Trained employees and managers on new trends on ATMs and maintenance.
  • Streamlined ATM repair processes to minimize day-to-day downtime and increase overall productivity.
  • Monitored the availability and transaction activity of ATMs terminals, identified potential problem areas and giving feedbacks and suggestions for optimal operational efficiency.

Manager Helpdesk Support (Electronic Banking)

FBN PLC
Lagos Marina , Lagos
06.2008 - 05.2010
  • Led e-Business team in delivery of project, resulting in turnaround 21 to 91% turn around time for the department.
  • Increased customer satisfaction by resolving issues with Product and Service.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Worked with Branch customers to understand needs and provide service.
  • Developed team communications and information for bi- weekly meetings meetings.
  • Processed over 750 support requests received over 3 weeks for technical assistance on wide range of issues related to Finacle application, AMTS ITMS and other channels
  • Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Project Manager

Fbn Microfinance Bank
Lagos , Lagos
02.2018 - 02.2019


  • Managed projects from procurement to commission.
  • Developed and initiated projects, managed costs, and monitored performance.
  • Optimized the usage of Mobile app and Unstructured supplementary service data (USSD) platform of the bank which resulted to good customer satisfaction and higher returns on Investments(ROI)
  • Implementation of strategies which led to Increased numbers of the bank’s mobile app users from 13,335 to 87,225 users and transaction volume from 345,556 to 6,272,250.
  • Managed the migration of the bank’s old mobile app FirstMonie to the new one FirstMobile .
  • Identified plans and resources required to meet project goals and objectives.
  • Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.

Scrum Master Coach

Citizens Bank
BOSTON, MA
02.2019 - 01.2020
  • Scrum master for multiple scrum teams, working with cross-functional teams to improve Agile techniques and best practices and boosted our earnings from $.16M to $2.5M in 1 year at Citizens Bank RI office.
  • Facilitated the scrum teams that developed web scraping program in python to help the firm download public data, stock quotes enriching internal data and that increased research by over 55%
  • Led IT teams in building software applications that allowed company employees to maximize their effectiveness and that improved customer engagement. Supported DevOps in installing, configuring, developing and maintaining servers ensuring there is zero downtime and SDLC.
  • Sought for excellent communication and interpersonal acumen, exceed all expectations as primary contact for project kickoffs, development, testing management of critical issues and risks and launch.
  • Facilitated 50+ Scrum ceremonies such as Sprint Planning, Daily Stand- ups, Sprint reviews/demos, Retrospectives, User Story refinement and Release Planning
  • Assessed 100% of the current organization and delivery environment, recommending optimal Agile practices and increasing organizational delivery by over 60%
  • Coaching development teams through Agile transitions by developing a full understanding of the scrum framework and why it benefits all parties
  • Work closely with project owner in backlog management and continuous delivery of features.
  • Tracked and managed team’s progress on story boards in Jira and Confluence and communicated results with teams using metrics (burndown, burnup, velocity) thereby improving visualization, transparency and workflow.
  • Train new members and transition teams to Agile framework with scrum to enhance team skill levels.
  • Collaborate closely with product owner on backlog grooming to keep product backlog relevant and prioritized ensuring acceptance criteria are agreed upon and ready for sizing.
  • Assisted in implementing The Scaled Agile Framework (SAFe) in our organization.
  • Actively participate in the SAFE community Practice to share d learn new Agile concepts.

Education

MBA in Human Resources Management

University Of Lagos State
Nigeria, Lagos
07.2003

Associate of Science - Computer Science

University of Ilorin
08.1998

Skills

  • Atlassian JIRA
  • Sprint Planning
  • Acceptance Criteria
  • Scrum Methodology
  • Training Methodologies
  • Effective Customer Communication
  • Team Engagement
  • Change Management Process
  • Team Meetings
  • Collaborative Environments
  • Best Practices and Tools
  • Collaborative Team Work
  • Timely Project Completion
  • Customer interaction
  • Project Management

Certification

ITIL Foundation Certification 2003

Professional Scrum Master

Timeline

Scrum Master Coach

Citizens Bank
02.2019 - 01.2020

Project Manager

Fbn Microfinance Bank
02.2018 - 02.2019

Manager Helpdesk Support (Electronic Banking)

FBN PLC
06.2008 - 05.2010

Team Lead ATM /POS

FBN PLC
02.2005 - 05.2008

Technical Support Specialist

Firstbank Of Nigeria PLC
02.2003 - 01.2005

Administrative Support Coordinator

FBN PLC
04.1999 - 01.2003

MBA in Human Resources Management

University Of Lagos State

Associate of Science - Computer Science

University of Ilorin

Similar Profiles

CREATE PROFILE
Pat Akparanta