PROFILE AND ACHIEVEMENT OF TISHE AYOKUNLE-EDGAL
Life is like a box of chocolates. life is like…4:43p:m.” ……..Those are the words of Forrest Gump from the self titled movie ‘Forrest Gump’ little did i know i was going to end up in the computing world. I started out my education in Lagos where I was born some 33 years ago. From my undergraduate days studying Agricultural Economics and Farm Management , my family, friends and i have been able to identify my passion for customer oriented projects and my ‘never die’ attitude to complete and finish whatever task that comes my way. From there, I proceeded to do my Masters in Business Administration and a Post Graduate Diploma in Computer Science. During my course of journey from a simple ‘farmer’ growing steadily in the IT world into a service Delivery Manager that has spanned over 8 years of experience; I have developed the following basic orientation as a starting place for most clients: “I usually look at customer service from the point of view of satisfaction. I look at the channels an organization takes to reach potential customers. I look at which channels are most cost-effective. Which types of have worked in the past? How are customers retained, or how can they become bigger customers?” The next step depends on the individual circumstances
Sound delivery management is essential for project success and consistent client satisfaction, there are many roles to be performed including planning, monitoring and reporting, resource management, quality and risk management, problem and change management, etc, my ability to work under pressure and deadlines has given me a more understanding and an effective edge in meeting deadlines. My knack to understand and be effective in these roles is based on actual experience and best practices used in successful projects. Over the years of my dealing with customer issues, service support and delivery, I have been able to gather some skill set which have ultimately distinguished me and help achieve excellent results in Communications Management, People Management, Client Satisfaction etc. Like my colleagues and boss will say…’do you want it done right the first time with minimum supervision give it to Tishe and you can go to sleep’.
Working with my present company Computer Warehouse Limited as the service delivery manager which comprises of Defined service level agreements (SLA’S) related to contracted services, managing the IT Service Delivery team, taking responsibility for service desk, desktop support and application support. Ensuring SLA’s are achieved and client expectations are met (or exceeded), building services relationships with clients, Ensuring quality and profitable services are performed to the agreed SLA. Ensuring that systems, processes and methodologies as specified are followed and ensure effective monitoring, control and support of service delivery, Providing reports to an agreed schedule (or on request), including management and account performance reports Attending client service review meetings; has exposed me to handling different customer issues ranging from simple desktops issues to high end and Enterprise solutions that require immediate and permanent solution with cost in view.

I have been able to Design and Develop a relational database for store inventory. Facilitate workshops, seminars for major Telecoms company and other clients, Developed ways of impacting knowledge by carrying out a training need analysis (TNA) to identify gaps, Developed a Service Improvement Programme (SIP) for the Company by creating a Business strategy process which was adopted and implemented with success, a defined scheduled, allocate resources and responsibilities to achieve the set target and goals, Implement the service improvement plan, monitored and measured the progress putting accountability in focus. Implementation of service desk for Guinness Nigeria PLC, Deployed and project managed the MTN Managed services .The project managed and deployment of over 900 ATMs across the country to full implementation.

Glancing to the future, I believe the sky is just the beginning with the myriad of what has been done, what is been done presently and what will be done in the future, I know I have the where withal and capability to achieve what I set my heart to.