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Musa Innocent Oshiobugie Umar

Mobile: +234 (0) 802 222 5553, +234 (0) 802 999 0335
E-mail to: amitmusa@yahoo.com, musa.in@ng.celtel.com

Management Skills Overview

- Management: strong leadership, direction, guidance, decision making, verbal and written
- Project management: facilitation, risk assessment, task decomposition, resource planning, tracking
using PMI and Prince2 methodology
- Asset Management: routine maintenance, asset recording system (Identification, verification,
correction and reporting), budgeting, contractual obligations and financial obligations
- Operations support: 7x24, helpdesk, change management, configuration management, SLA
- Vendor/Procurement: vendor management, volume agreements, and inventory management
- Life Cycle Management: cradle to grave support of desktop, server and emergency support for
networking equipment
- System Administration: desktops, servers, hardware, OS, applications and services
- Customer Support: helpdesk, customer oriented with “can do” attitude
- Quality: Process management and improvement


♦ Obafemi Awolowo University, Ile-Ife (2006)

Masters in Business Administration (Specialization: General Management)

♦ University Of Benin, Benin City, Edo State (1996-1999)

B. Sc. Industrial Mathematics Dept of Computer & Mathematics (Second Class)

♦ University Of Lagos, Akoka, Lagos State (1991 - 1992)

Diploma In Data Processing, Dept. of Computer Science Unilag (Upper Credit-1992)

♦ Our Lady Of Fatima College, Auchi, Edo State (1984 -1988)

Secondary School Certificate (1988)

Other Professional Qualifications

♦ PMP – Project Management Professional (USA)

♦ Certified IT Asset Manager – CITAM (USA, the first in Nigeria)
♦ Chartered Manager – (Nigerian Institute of Management)
♦ Certified ITIL Foundation 2 & 3 (Fox-It London)
♦ MCSA & MCSE 2000 & 2003 – (Microsoft Certified System Administrator)
♦ MCSA & MCSE 2000 & 2003 – (Microsoft Certified System Engineer)
♦ Computia A+
♦ Cisco Certified Network Associate (CCNA)
♦ Certified HP APS Engineer – Desktops, Workstations and Thin Clients
♦ Certificate in Quality Customer Service (Philips Consulting)

Professional Membership

♦ Project Management Institute – Full Membership

♦ IT Asset Management Institute - USA
♦ Nigerian Institute of Management – Associate Member

Soft Skills Training

♦ Peregrine (Service Center) & Remedy 7.0, Citrix administration and Architecture, SMS (Server
Management Service)
♦ Supervisory Development Skills, Effective communication & Presentation Skills and Risk

Professional Experience

 Zain in Nigeria (Trading as Celtel Nigeria Limited)

Plot L2 Forshore Estate, Banana Island, Ikoyi, Lagos.
Position: Technical IT Relationship Manager (SPOC) (Jan. 2009 – Date)
• Create clear and effective service delivery agreements with SLAs
• Plan, identify, quantify, response monitor and control all IT related risks as it applies to Technical
• Act as a Single Point of Contact for all IT major escalations to and from the business unit.
• Design, implement and management of conflict resolution strategies between IT and Technical
• Development, documentation and re-engineering of IT Demand & Portfolio Management Strategy
• Strategic alignment of portfolios programmes and projects between IT and the business units.
• Prioritize programmes and project based on their business case and associated key performance in-
• Perform an analysis of IT's services and culture.
• Manage relationships, structure and articulate business demand and effectively communicate with
• Optimize the alignment of investment, organizational capability and capacity with programmes
and projects
• Produce relationship management gap analysis, relationship status, and issues log register
• Provide effective leadership and keep team motivated for effective support to users and business
• Developed a strategy that positions the department as a trusted IT advisor to the business unit
which will deliver stakeholder requirements on time and to budget
• Management of strategic imperative of the business.

 Zain in Nigeria (Trading as Celtel Nigeria Limited)

Plot L2 Forshore Estate, Banana Island, Ikoyi, Lagos.
Position: Acting Manager; IS Planning and Asset Management (Feb. 2008 – Oct 2008)
Specialist; IS Planning, Configuration and Asset Management (Sept 2006 –
Feb. 2008)
• Coordinate and assist in the Development of Project Support Office
• Manage all IS Projects according to established Project Governance
• Develop the first version of Zain IS C-Governance
• Developed and implement Contract Management guidelines and processes for Information Sys-
tems in Zain
• Determination of performance criteria and evaluations of all Business Partners
• Collation and Vendor performance measurement against SLAs
• Administration of all IS contracts.
• Developed and implemented processes and procedures for IT Equipment movement, Vendor Fault
escalation, and IT Asset Management Process.
• Manage Zain Desktops & Printers Maintenance Contracts based on the ITIL Service Management
model in line with the IT Directorate overall strategy of reducing Total Cost of Ownership.
• Introduced effective warranty management processes and procedures with the collaborative effort
between suppliers, OEMs, and customers.
• Initiated and implemented a strategic process that ensures Insurance Claims are made for all Zain
Nigeria Limited Laptops and other viable equipment against physical damages, theft and fire incid-
ents to reduce TOC.
• Planned and implemented the following project as the Project Manager adopting the PMI Project
• Zain Nigeria Call Center IT Equipment rollouts.
• Zain Nigeria IT Shop Equipment Rollouts.
• IT Asset Management Database clean-up and Process re-engineering
• Regular Annual Preventive Maintenance
• As a Team Lead of Remedy Implementation Project, implemented Remedy IT Asset Management.
• Produced list of charge backs, and depreciation; captures recurring and ad hoc asset costs, includ-
ing service support costs from incidents and changes; and improves cost transparency and budget
• Developed guideline and commenced centralized IT Procurement and Contract Management

 Celtel Nigeria Limited (TRADING AS VMOBILE NIGERIA)

Vee Network Limited Plot 1678 Olakunle Bakare, Off Sanusi Fafunwa Street, VI, Lagos.
Position: Specialist: Hardware/Software Deployment (2005 April –2006 Sept.)
Office Automation Consultant (2004 Dec – 2005 March)
• Incident Management and Problem Management
• IS Devices Deployment and administration
• Development of Policies, Procedures and Processes of Software and Hardware Deployments,
Deployment of Patches and respective updates
• Vmobile software and applications License management
• Desktops and Laptops analysis and optimization recommendation
• Maintaining and improving backup and disaster recovery strategy for all desktops
• Automation of systems updates and front office application deployment and management.
• Providing emergency support & maintenance to sites equipments (UPSs, Routers, Switches, hubs etc),
Maintaining and installation of anti-virus software on User Desktops and Servers, extensive user
support on Microsoft Office Suite, Support Desktop Products within Vmobile/Group,
Carryout/Assist/Lead with Project Executions. Deployment of Patches and respective updates
• Developed and implemented support checklists and support processes and procedures for the de-


5TH Floor, Churchgate Building, Afribank Street, Victoria Island, Lagos
Position: IS Support Engineer. (2001 Dec. - 2004 Nov.)
• Managed IT Assets from the point of procurement to that of retirement and implementation of
Configuration Management
• Managed and coordinated about 20 contracted staff from different vendors who carries out
supports and quarterly preventive maintenance on all Desktops & Monitors, Printers and Scanners
to reduce downtime.
• Managed manufacturers’ and vendors warranties to meet with the Service Level Agreements
(SLA) thereby reducing TOC (Total Cost of Ownership), decrease downtime and ensures
• Based on the available records and as recommended by management, prepared yearly IT Asset
Budgets based on headcounts.
• Established vendor’s performance measurement baselines templates, which were used to measure
Vendors performances, thereby enabling management to determine the performance of each
vendor against renewal of contracts.
• Developed and executed Processes and Procedures for the Establishment of IS Service Desk (First
line support) with an achieved target of 50 percent immediate call resolutions
• Developed and implemented Incident and Problem Management process and procedures
• Successfully deployed patches and anti-virus updates, and removed of viruses from Servers and
Desktops without data lose thereby awarded Chief Information Service Officers award
• Initiated, Planned, executed, monitored and closed the following major projects as the Project
Manager adopting the PMI Project Methodology:
• 4 MTN FC (Friendship Centers) rollouts (each value at 500 Million Naira)
• MTN Port Harcourt Connect Store Rollout (value at 50 Million Naira)
• Calabar B2B (Business to Business) Office rollout. (Value at 1.2 Billion Naira)
• Service Center (Peregrine) IT Asset Management implementation
• IT Asset Tagging Project (Value at 75 million Naira)
• As a Team, SMS (Server Management Services) implementation


 CISO Service Excellence Award – Anti Virus Team

 CISO Service Excellence Award – Connect Store Project (MTN Store)

Personal Information

Nationality: Nigerian

Date Birth: 15Th May, 1975

Sex: Male

Marital Status: Married

Address: Celtel Nigeria Limited

Plot 1472 Oyin Jolayemi Street
Victoria Island, Lagos

Hobbies: Reading, traveling, Chess and Football

References: On Request