DOREENCE U. INEJOSA

• Support IT department backend operations across group.
• Manage group-wide IT purchases and procurement processes (Oracle ERP).
• Administer SLA documentation for contracts, licenses, subscriptions, support services, and FSMA agreements (monthly billing based on print volumes/clicks).
• Monitor contract renewals and ensure expiring contracts (90/60/30 days) are discussed with Management and renewed on time.
• Initiate approval process with key stakeholders (Head of IT, GCFO) and liaise with Legal team to ensure contracts are vetted and reviewed.
• Coordinate with Legal to obtain authorized signatures before procurement or contract renewal.
• Ensure all contracts are signed by both parties and filed for compliance.
• Conduct regular OPEX & CAPEX budget reviews, aligning financials with business objectives.
• Maintain IT asset inventory and manage lifecycle activities.
• Coordinate with IT teams (Helpdesk, System Admin, Network Admin, Cloud Admins, Retail, IT Projects).
• Manage vendor relationships, onboarding, compliance, and financial processing.
• Oversee invoice submission, validation, and payment follow-up with Finance.
• Lead weekly meetings to update team on contracts, budgets, and IT operations.
• Manage new joiner access requests and exit processes.

Key Achievements:

• Streamlined IT procurement and invoice approval process, reducing delays.
• Established proactive contract renewal tracking (90/60/30 days), ensuring timely renewals and compliance.
• Coordinated group-wide IT budgets (OPEX & CAPEX), strengthening financial visibility and accountability.
• Improved SLA compliance monitoring and vendor accountability.
• Supported successful IT projects through effective cross-department coordination.
• Assisted in budget preparation with accurate cost estimations of IT needs.
• Coordinated with other team members for successful project execution.
• Executed tasks adhering to documented procedures and processes for all activities.
• Used ServiceDesk to track support tickets and document actions.

• Oversaw daily office administration and front-desk operations.
• Managed documentation, licenses, and insurance renewals.
• Coordinated supplier relationships and procurement needs.
• Processed payments and maintained records accurately.
• Provided backup support to staff, ensuring uninterrupted operations.
• Supported decision-making process to ensure smooth running of office.
• Scheduled appointments and meetings, aiding time management within office.
• Handled phone calls and inquiries, ensuring customer satisfaction at all times.
• Processed, typed, edited and formatted Word, PDF and Excel documents to ensure accurate filing.
• Coordinated office supplies orders to keep necessary materials available at all times.
• Ensured availability of up-to-date content on company brochures and promotional material for prospective clients' use.
• Greeted incoming customers in professional manner and provided friendly, knowledgeable assistance.
• Acted as first point of contact for wide range of personnel.

• Monitored and analyzed transactions to detect potential fraud.
• Blocked fraudulent activities, reducing financial exposure.
• Conducted fraud trend analysis to strengthen detection processes.
• Investigated suspicious activities, escalating cases when required.
• Collaborated with compliance and risk teams to develop fraud prevention strategies.
• Ensured compliance with fraud prevention and data confidentiality standards.
• Monitored customer transactions to detect any abnormalities or discrepancies that could indicate fraudulent activity.
• Conducted detailed investigations for identifying and preventing fraud.
• Analysed patterns in account activity and identified irregular transaction patterns that led to early detection and prevention of identity theft attempts.
• Reviewed customer accounts to spot suspicious behaviour.
• Detected fraudulent activities by analysing financial transactions.

• Delivered Tier 1 and Tier 2 technical support via phone, chat, and email.
• Managed hardware logistics including repairs, replacements, and asset tracking.
• Performed remote troubleshooting, improving resolution speed.
• Ensured SLA compliance and documented solutions in Remedy Tool.
• Escalated complex issues to higher-level teams, collaborating on resolutions.
• Assisted in software installations to ensure optimal performance.
• Offered remote troubleshooting services to provide immediate tech support for off-site users.
• Recorded information on support tickets and maintained until problems met resolution.
• Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
• Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
• Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
• Used Remedy Ticketing Tool to track support tickets and document actions.

• Promoted and sold customer programs through outbound campaigns.
• Consistently achieved and exceeded sales targets.
• Educated clients on program benefits, ensuring customer satisfaction.
• Strengthened client relationships, improving retention rates.
• Built long-term client relationships through exceptional customer service skills.
• Increased client trust by providing accurate product information.
• Used persuasive selling techniques to promote company products and services successfully.
• Facilitated positive customer experiences with attentive service.
• Initiated upselling techniques during calls; generating additional revenue for the company.
• Achieved daily performance targets, aiding department progression towards sales goals.