RABIU ADEWALE
World Trade Center
Summary
Highly skilled Assistant CAFM & Helpdesk Manager with extensive experience in world-class institutions such as New York University, Abu Dhabi and Cleveland Clinic, Abu Dhabi. Proficient in managing CAFM systems, ensuring operational efficiency, and leading helpdesk teams to deliver exceptional service. Holds a Bachelor of Science degree in Political Science with a strong aptitude for leadership, process optimization, and client satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
CAFM & Helpdesk SUPERVISOR
New York University
12.2022 - Current
- Managing the CAFM system to monitor and optimize facility operations, ensuring real-time tracking and resolution of service requests.
- Leading a team of helpdesk operators, providing training and support to achieve high service levels.
- Client Relationship Management
- University Asset disposal management
- Acted as a key liaison between facilities teams and end-users, addressing concerns promptly and professionally.
- Monitoring performance metrics to ensure SLA compliance and implemented improvements based on data analysis.
- Preparation of Monthly & Yearly PPM Planner and other scheduled tasks in line with the contract operations.
- Implementing checklists and instruction steps on the mobile application (PDA)
- Developing QA/QC checks through queries on Concept Evolution for departments
- Using FSI Import mobility to upload/Update new PPM, ASSETS & Schedule tasks
- Troubleshooting and managing technicians PDA for effective usage
- Managing the University MRI/FSI go portal system
- Creating CAFM users and managing the details as when due
- Creating facilities contracts & SLA'S and managing the contract requirements related to the CAFM system
- Monitoring system’s backlogs and ensuring all services are running timely and smoothly; liaising with the relevant department if any trouble arises
- Closing out project requirements by ensuring asset and their ppm schedule are on the system and providing the required information to the relevant department
- Assisting in the automation of Permit to Work implementation; troubleshooting any technical errors in the workflow and liaising with contractors accordingly
- Supporting the CAFM Manager on other related CAFM and Helpdesk functions
CAFM & Helpdesk COORDINATOR
New York University
01.2021 - 11.2022
- Oversaw daily CAFM & helpdesk operations, managing incoming service requests and ensuring timely response and resolution from the operations team.
- Preparation of facilities related campus communications to clients and stakeholders.
- Utilized CAFM systems to schedule maintenance, track work orders, and prepare operational reports.
- Liaising with Engineers and operations team for all related annual shutdown planning
- CAFM & Helpdesk Roster Management
- Handling escalations and notifying the Manager when required
- Preparation of Monthly reports including Estate reports, Assets physical & functional report
- Coordinating the university asset disposal schedules and liaising with companies on quotations
- Monitoring & updating the Fixed and Operational Asset Register to ensure accurate records.
- Management of CAFM user accounts and Resource creation
- Use of import utility to make bulk changes on the CAFM database and to upload new data
- Device management using the FSI Go Portal
- Escalating system issues to MRI/FSI support when needed
- Coordinating with the in-house maintenance teams, sub-contracted service providers, and the various stakeholders of the campus to plan preventative maintenance work with minimal impact on academic operations
- Issuance of PPM & mobile audits and sending periodic PPM communications to stakeholders as at when due
- Maintenance of a Helpdesk catalog of standard communication templates
- Developed workflows to enhance response efficiency and client satisfaction.
HELPDESK OPERATOR
New York University
01.2016 - 12.2020
- Raising job cards to technicians to rectify any reported facilities issues as per KPI
- Provided Helpdesk & Administrative support to the facilities management team, ensuring seamless operations.
- Disseminate shutdown-related communications to university staff & students when required
- Communicate with other university stakeholders when necessary
- Arranging appointments between technician staff & university community
- Follow up with clients on communication-related tasks and any other facilities tasks which require approval or amendment
- Prepare monthly analysis reports of helpdesk errors and send them to Manager for review
- Prepare weekly reports reported by ADNH, PSD, Space management teams, etc
HELPDESK OPERATOR/ACTING SUPERVISOR
Cleveland Clinic Abu Dhabi
12.2014 - 12.2015
- Logged activities in tracking system to maintain accurate, timely records.
- Walked user through series of steps to determine problem and implement likely solution.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Scheduled staff and delivered training materials and information.
- Wrote and presented reports on help desk activities.
Education
Bachelor of Science - POLITICAL SCIENCE
Tai Solarin University of Education
Ogun State, Nigeria09.2010
Skills
- Proficient in CAFM Software
- CRM and Helpdesk Ticketing Tools
- Data Analysis
- Client Relationship Management
- Service Level Agreement (SLA) Compliance
- Customer Service Excellence Training
- Process Optimization
- Team Training & Development
- Asset Management
- Project Management
Certification
- ISO/IEC 20000-1 Service Management System
- IAM Foundation 1 & 2
- Practical Leadership Skills, Udemy, 02/01/21
- Customer Service Design, Udemy, 02/07/21
- Tactics for smarter team communication, Udemy, 02/01/21
Timeline
CAFM & Helpdesk SUPERVISOR
New York University
12.2022 - Current
CAFM & Helpdesk COORDINATOR
New York University
01.2021 - 11.2022
HELPDESK OPERATOR
New York University
01.2016 - 12.2020
HELPDESK OPERATOR/ACTING SUPERVISOR
Cleveland Clinic Abu Dhabi
12.2014 - 12.2015
- ISO/IEC 20000-1 Service Management System
- IAM Foundation 1 & 2
- Practical Leadership Skills, Udemy, 02/01/21
- Customer Service Design, Udemy, 02/07/21
- Tactics for smarter team communication, Udemy, 02/01/21
Bachelor of Science - POLITICAL SCIENCE
Tai Solarin University of Education
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