- With over 10 years of expertise in IT Systems Analysis and Project Management, I've consistently delivered impactful results leading to organization growth.
- Leading comprehensive technical support for 500+ users, resolving critical issues, and streamlining operations, I've enhanced user satisfaction.
- In Project Management, I successfully implemented Indirect Sales Reporting (ISR), Warehouse management and distribution, Azure Desktop, and Customer Onboarding solutions with substantial financial impacts.
- My strategic coordination skills have been evident in aligning a $10M project portfolio with business objectives and facilitating migrations.
- Progressing from Senior IT System Analyst to Global IT PMO Analyst, I've overseen diverse projects such as e-invoicing integration, Warehouse & Logistics Plants Implementation and Azure Virtual Desktop implementation.
- I also earned the trust of senior leadership, showcasing my skills in managing scope, budget, resources, risks, and vendor relations.
- As a skilled IT System Analyst, I excel in IT Support, Troubleshooting, Infrastructure Management, Reporting, Business Communication, and Client/Vendor relations.
- My diverse skill set encompasses Data Analysis, Cloud Services, and proficiency in various tools, reflecting adaptability and a holistic approach to IT excellence.
Hi, I’m
Moffat Ngacha
Dubai
Summary
Overview
10
years of professional experience
4
years of post-secondary education
Work history
Spaklean Cleaning Services
Operations and IT Manager
Job overview
- A cleaning startup company , which specializes in providing cleaning services for residentials and commercial offices in Dubai
- Having worked for Diversey, a global leader in cleaning and hygiene solutions for over 10 years; I'm using the skills, knowledge and expertise to setup the infrastructure required, customer care operations, booking portal, payment integrations as well as technical capabilities to ensure smooth day to day operations for the company
- This being a part-time role, I am open for full-time roles.
DIVERSEYDUBAI
IT PROJECT MANAGEMENT OFFICE ANALYST
09.2022 - 09.2023
Job overview
- Collaborated closely with the Senior Director - PMO, strategically aligning a $10M project portfolio with business objectives
- Showed strategic thinking and alignment of projects to organizational goals
- Led the management of project resources, optimizing efficiency and cost-effectiveness
- Displayed leadership and resource allocation skills, ensuring optimal utilization for project success
- Organized vendor meetings to address compatibility issues, ensuring a smooth transition
- Coordinated with Tech teams for migration, illustrating effective communication and transition management skills
- Facilitated project closure activities, providing project office support to ensure a seamless handover of deliverables to stakeholders
- Exhibited organizational and closure skills, ensuring project success and stakeholder satisfaction
- Authored monthly updates to the CIO, CFO, and IT Leadership Team, providing transparency into project costs and creating dashboards with KPI metrics
- Communicated effectively and demonstrated governance skills, ensuring transparency and accountability in project reporting
- Facilitated collaboration with technology vendors and partners, leveraging their expertise for successful migration
- Showed collaboration and partnership skills, ensuring a cohesive effort towards project goals
- Documented processes and ensured consistency in the agreed governance process across the group
- Illustrated attention to detail and governance skills, enhancing overall process consistency
- Reviewed and collated Project Status Reports, presenting a summarized view to the Senior Director for PMO
- Demonstrated analytical and reporting skills, providing concise insights for informed decision-making
- Ensured proper functioning of all applications on the new platform
- Coordinated with service lines for approval to shut down old platforms
- Illustrated attention to detail and oversight skills, ensuring a smooth transition without disruptions
- Oversaw monthly IT project forecasts, collaborated with the Senior IT Financial Analyst for OpEx and CapEx reports
- Led cost analysis, budgeting, and financial forecasting exercises, displaying financial management skills.
DIVERSEYDUBAI
SENIOR IT SYSTEM ANALYST AND EUC LEAD
01.2020 - 12.2022
Job overview
- Led technical support for 500+ users, resolving 200+ critical issues annually, and diagnosing/resolving hardware/software problems. Achieved streamlined support, enhancing user satisfaction and operational efficiency.
- Managed on-site and remote contract workers across satellite offices, ensuring seamless operations. Effectively led teams, fostering collaboration and productivity.
- Oversaw system reimaging and configuration, developing/maintaining custom OS images. Customized configurations for improved efficiency and user satisfaction.
- Managed remote OS updates, patching, and security updates, ensuring system security and minimizing potential risks.
- Implemented efficient incident management processes, minimizing business impact. Reduced downtime and improved responsiveness to IT incidents.
- Managed user accounts, groups, and computer objects in Active Directory, ensuring proper authentication and authorization.
- Maintained accurate inventory, tracked lifecycles, and optimized asset utilization. Ensured compliance with software licenses.
- Managed printer hardware and software for reliable printing services. Successfully troubleshooted and resolved printer-related issues.
- Provided remote technical support, addressing IT concerns and configuring remote access. Contributed to a seamless remote work experience.
- Maintained detailed documentation, facilitating knowledge sharing. Enhanced team knowledge for efficient problem resolution and future reference.
DIVERSEYDUBAI
IT SYSTEMS ANALYST
06.2014 - 12.2019
Job overview
- Provided exemplary technical support, resolving 400+ escalated user issues annually with a 95% satisfaction rate.
- Managed end-user devices, including desktops, laptops, printers, and phones; ensuring streamlined operations.
- Conducted new hire training and authored KB articles, reducing repeat tickets by 50%.
- Maintained IT asset inventory of 500+ devices with 99% accuracy.
- Negotiated contracts with vendors, achieving 10% cost savings.
- Streamlined issue tracking through documentation and managing of ticketing systems (BMC Remedy, SummitAI)
- Managed end to end IT purchase requisition process using SAP Ariba
- Troubleshooted cybersecurity incidences in collaboration with global cybersecurity team
DIVERSEYNairobi
IT ASSISTANT / ERP PROJECT COORDINATOR
06.2013 - 05.2014
Job overview
- Provided exemplary technical support, resolving 400+ escalated user issues annually with a 95% satisfaction rate
- Managed end-user devices, including desktops, laptops, printers, and phones; ensuring streamlined operations
- Conducted new hire training and authored KB articles, reducing repeat tickets by 50%
- Maintained IT asset inventory of 500+ devices with 99% accuracy
- Negotiated contracts with vendors, achieving 10% cost savings
- Streamlined issue tracking through documentation and managing of ticketing systems (BMC Remedy, SummitAI)
- Managed end to end IT purchase requisition process using SAP Ariba
- Troubleshooted cybersecurity incidences in collaboration with global cybersecurity team
- Various IT and Business Support functions from End User Support, Finance support and Logistics team assistance
- Retrieved, analyzed and prepared data for migration from an old ERP (Sage Platinum) into a new ERP (Focus i)
- Highlights of Key Projects Managed as part of last role in Diversey IT PMO (Project Management Office)
- Indirect Sales Reporting (ISR), USD 400K:1
- Implemented ISR solution, realizing a USD 400K financial impact
- Established a competitive advantage across the MEA region by leveraging the successful Turkey ISR model
- Improved market visibility, enabling timely strategic decisions and enhancing overall business performance
- Customer Onboarding Optimization, USD 222K:2
- Achieved USD 222K in cost savings through the optimization of customer onboarding processes
- Led an IT-driven initiative, streamlining the customer creation process and reducing data entry errors
- Aligned the project with strategic objectives, significantly enhancing operational efficiency
- Azure on VMware Services Migration, USD 67K:3
- Contributed to a cost savings of USD 67K through successful workload migration to Azure using AVS
- Leveraged native VMware capabilities for seamless performance and addressed Server 2008 system patching needs
- Aligned the migration with Diversey's broader Cloud Strategy, supporting future cloud-focused initiatives
- Warehouse and Logistics Plants Implementation, USD 125K:4
- Achieved USD 125K in cost savings by optimizing warehouse operations and reducing customer delivery lead time
- Successfully implemented new taxation rules, layouts, and infrastructure access via AVD
- Reduced delivery lead time from 7-9 days to 3-4 days, resulting in lower secondary freights
- Azure Virtual Desktop, USD 60K:5
- Contributed to a cost savings of USD 60K through the implementation of Azure Virtual Desktop
- Led the transition from Citrix, achieving the decommissioning of Citrix
- Implemented a cost-effective desktop solution, aligning with modern cloud-focused IT objectives.
Education
European Business University of Luxembourg
Master of Science from Data Science &
Artificial Intelligence
09.2022
University overview
Egerton University
Bachelor of Science from Computer Science
09.2009 - 12.2013
University overview
Skills
- High-value project management
- PMBOK methodology
- Agile project management
- Portfolio management
- Budgeting and forecasting
- JIRA
- Waterfall project management
- Process improvement
- Key stakeholder engagement
Languages
English
Proficient (C2)
Timeline
European Business University of Luxembourg
Master of Science from Data Science &
Artificial Intelligence
09.2022
IT PROJECT MANAGEMENT OFFICE ANALYST
DIVERSEY
09.2022 - 09.2023
SENIOR IT SYSTEM ANALYST AND EUC LEAD
DIVERSEY
01.2020 - 12.2022
IT SYSTEMS ANALYST
DIVERSEY
06.2014 - 12.2019
IT ASSISTANT / ERP PROJECT COORDINATOR
DIVERSEY
06.2013 - 05.2014
Egerton University
Bachelor of Science from Computer Science
09.2009 - 12.2013
Operations and IT Manager
Spaklean Cleaning Services