Lylie Nelao Mikka
Windhoek
Summary
Seeking a position to utilize my skills and abilities in the Information Technology industry that offers professional growth while being resourceful, innovative, and flexible.
Overview
14
14
years of professional experience
Work History
Head Projects Planning, Delivery and Efficiency
Legion Business Consulting and Technologies (LOTS)
Windhoek
07.2024 - Current
- Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Work successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrate leadership by making improvements to work processes and helping to train others.
- Prioritize and organize tasks to efficiently accomplish service goals.
- Identify needs of customers promptly and efficiently.
- Plan and complete group projects, working smoothly with others.
- Assist with customer requests and answer questions to improve satisfaction.
- Maintain update knowledge through continuing education and advanced training.
- Provide excellent service and attention to customers when face-to-face or through phone conversations.
- Approache customers and engaged in conversation through use of effective interpersonal and people skills.
- Display strong telephone etiquette, effectively handling difficult calls.
- Motivate and encourage team members to communicate more openly and constructively with each other.
- Exceed customer satisfaction by finding creative solutions to problems.
- Collaborate with others to discuss new opportunities.
- Recognize by management for providing exceptional customer service.
- Maintain schedule of class assignments to meet deadlines.
- Deliver products to customer locations on time.
- Achieve cost-savings by developing functional solutions to problems.
- Collaborate with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
ICT Project Manager
Namibian Post Limited
12.2015 - 06.2024
- Managed the project budget and resources in order to ensure successful completion of projects within specified timelines.
- Organized meetings with stakeholders and team members to discuss project progress, issues, risks, and solutions.
- Developed comprehensive plans for all projects including objectives, timeline, deliverables, resource requirements, costs, and quality standards.
- Created project documentation such as status reports, presentations, user guides for internal use or external distribution.
- Conducted regular reviews of project performance against established criteria in order to identify areas needing improvement or corrective action.
- Monitored changes in technology that could affect the success of ongoing or future projects.
- Resolved conflicts between multiple parties involved in a single ICT project by providing constructive feedback and proposing viable solutions.
- Developed test plans and conducted tests on new software applications prior to release into production environment.
- Implemented appropriate change control procedures during the development phase of ICT projects in order to maintain consistency throughout the entire process.
- Identified opportunities for system enhancements through analysis of business requirements documents provided by clients or other stakeholders.
- Collaborated with senior management on strategic planning activities related to ICT initiatives while also adhering to corporate policies and standards.
- Provided technical support services for users experiencing difficulties using various computer systems or applications.
- Established relationships with key personnel from client organizations in order to facilitate communication between both parties.
- Evaluated vendor proposals submitted for consideration based on cost-benefit analyses before making recommendations regarding selection decisions.
- Managed ICT project phases with continuous proactive management of project risks and issues from start to completion.
- Maintained base installations, configurations, customizations and security setups of IT systems.
- Examined project plans, statements of work and vendor-provided artifacts for potential issues and dependencies to monitor completion efforts.
- Communicated with project beneficiaries to identify gaps and recommend business process improvements and solutions with direction for project implementation.
- Verified migration of content from legacy file storages.
- Implemented end-to-end system to streamline performance reporting.
- Analyzed project deliverables to coincide with agreed-upon schedule, scope and cost dimensions.
- Developed performance indicators across key activities to measure project success and overall performance of implemented systems.
- Prioritized implementation of enhancements in consultation with ICT roadmap committee.
- Monitored project progress, timelines, scope and financials to stay within budgetary parameters.
- Prepared cost estimates for projects of varying sizes.
- Built and established strong partnerships with teams, vendors and contractors.
- Managed contracts with vendors and suppliers by assigning tasks and communicating expected deliverables.
- Created team objectives and roles with specific goals outlined for each individual.
- Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
- Led meetings with internal team members, consultants and contractors.
- Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
- Reviewed budget and subcontractor estimates in detail and analyzed for accuracy with scope of work relevancy in mind.
- Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.
Systems Analysts
The Office of the Prime Minister (EDRMS)
Windhoek
08.2011 - 11.2015
- Analyzed user requirements and implemented system changes to improve efficiency.
- Developed technical documentation such as flowcharts, diagrams, and process maps.
- Provided support for end users in troubleshooting system issues.
- Performed data analysis to identify trends and recommend solutions.
- Designed, developed, tested, documented, and maintained new applications and software components.
- Collaborated with stakeholders to ensure the successful implementation of systems projects.
- Conducted research on emerging technologies and provided recommendations for upgrading existing systems.
- Identified areas for improvement in current systems architecture and proposed strategies for optimization.
- Monitored system performance metrics to detect anomalies or potential issues before they arise.
- Worked closely with IT teams to ensure proper integration between systems platforms.
- Created automated scripts to streamline routine tasks and reduce manual labor hours spent on processes.
- Assessed customer needs through surveys, interviews, focus groups. in order to develop customized solutions that meet their business objectives.
- Interacted with vendors to negotiate contracts for hardware and software purchases or services rendered.
- Maintained a secure environment by implementing security policies and procedures according to industry standards.
- Implemented quality assurance practices throughout development cycles in order to maximize product reliability.
- Resolved escalated issues from help desk personnel related to system functionality.
- Provided training sessions for end users on how best utilize the company's systems.
- Developed solutions by preparing and evaluating alternative workflow options.
- Tested newly installed programs and applications to validate operability.
- Utilized Product Life Cycle Development processes to ensure adherence to project schedules and budgets.
- Coordinated installation of updated computer programs and systems.
- Researched and evaluated technology solutions and presented recommendations for improved system operations.
- Troubleshot and resolved problems with programs and systems.
- Analyzed system vulnerabilities and collaborated with IT and business teams to eliminate vulnerabilities in support of internal and external audits.
- Expanded systems with new features and structural components.
- Performed cost-benefit analysis on potential system upgrades to support purchase decisions.
- Created data verification methods to comply with standard system procedures.
- Designed and implemented security measures to protect data.
- Integrated and updated computer systems with latest technologies required for project development.
- Defined application problems by consulting with clients to evaluate procedures and processes.
- Maintained and created user account profiles and passwords, facilitating company-wide security.
- Revamped existing system to improve functionality or repurpose for new requirements.
- Offered decision-makers ROI and cost-benefit projections to guide project development and implementation.
- Identified strategies to formulate, define and document specifications.
- Prepared charts, diagrams and tables to depict present and proposed systems.
- Formulated and designed computer systems using data modeling, information engineering and structured analysis.
- Developed, documented and revised system design procedures and quality standards.
- Troubleshot program and system malfunctions to restore normal functioning.
- Trained staff and users to work with computer systems and programs.
- Conferred with clients regarding information processing or computation needs.
- Assisted staff and users with computer malfunctions and program problems.
- Explored new technologies and tools for productivity, security and quality assurance purposes.
- Developed and managed project plans while providing status updates to management.
- Reviewed and analyzed computer printouts and performance indicators to locate code problems and correct errors.
- Coordinated and linked computer systems within organization to increase compatibility to share information.
- Tested, maintained and monitored computer programs and systems.
- Prepared and presented technical proposals for clients.
- Consulted with management to reach agreement on system principles.
- Maintained quality-focused performance benchmarks and schedules when directing project teams.
- Defined system goals and devised flow charts and diagrams describing logical operational steps.
- Expanded or modified system to serve new purposes or improve workflow.
Computer Technician
Namibian Police
Windhoek, Namibia
02.2011 - 07.2011
- Installed, configured and maintained computer hardware, software systems, networks and peripherals.
- Troubleshot complex technical problems related to hardware components, operating systems and applications.
- Assessed customer needs and provided advice on appropriate products or services.
- Provided technical support for client inquiries via telephone and email.
- Maintained accurate records of service calls in a database system.
- Performed basic network troubleshooting and maintenance activities.
- Configured network settings as per customer requirements.
- Diagnosed issues with existing computer systems and identified solutions to resolve them.
- Implemented security measures to protect against unauthorized access or viruses.
- Developed user documentation such as instructions manuals for clients' use.
- Resolved customer complaints regarding the performance of their computers or other devices.
- Built custom PCs based on customers' specifications using various components from different manufacturers.
- Managed inventory of parts and supplies for repair services.
- Repaired malfunctioning laptop computers by replacing parts such as motherboards, hard drives, memory modules.
- Upgraded computers with new hardware components like processors, RAMs.
- Created backup images of customers' data files onto external storage devices.
- Set up virtual machines for testing purposes using Hyper-V Manager or VMware Workstation Pro.
- Monitored system performance metrics to ensure smooth operation of all connected devices.
- Conducted regular maintenance checks to diagnose any potential issues before they arise.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Troubleshot devices to identify and solve issues with hardware or software performance.
- Installed computers and other devices individually and across networks, testing connections to support proper functioning.
- Configured computers to network drivers and connected to printers and other peripheral equipment.
- Diagnosed and determined system issues to route for repair.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Detected and corrected error messages within software and hardware reporting systems.
- Identified hardware issues caused by component failures using approved diagnostic tools.
- Identified and eliminated computer viruses and threats, implementing measures to protect against future data breaches.
- Trained users to operate and manage hardware and software.
- Installed appropriate security patches to eliminate security vulnerabilities.
- Performed functionality testing on various systems and applications to confirm suspected faults and malfunctions.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Used Active Directory to automate settings and changes to end-user computers, drive mappings and desktop configurations.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Applied corrective hardware solutions as problems arose and provided end-user training to enhance operations.
- Monitored, tracked and documented service support activity to assist future problem resolution.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
- Responded to or escalated tickets based on severity and internal policies governing responses.
- Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
- Inspected damaged, worn and faulty parts and performed appropriate adjustments and replacements.
- Installed new systems and components according to service orders and manufacturer instructions.
Education
Postgraduate Diploma in Management - Information Systems in the field of Enterprise Systems & Business Process Management
University of Cape Town
12.2016
Bachelor of Information Technology - Systems Administration Networks
Polytechnic of Namibia
04.2011
Secondary Education -
Ponhofi Secondary School
01.2003
Skills
- Information Systems Compliance
- Framework Implementation
- ISO
- COBIT
- ITIL
- Risk Management
- Quality Control
- Business Analysis
- Implementing Proposed IT Systems
- Change Control Management
- Systems Analysis
- Business Requirements Gathering
- Functional Specifications
- User Support
- Training on IT Systems
- Business Process Management
- Human Resource Management
- Budgeting
References
- Mr Absalom Sheya, Head: Project Management Office NamPost (Current supervisor), +264 61 201 3009, absalomsh@nampost.com.na
- Mr. Bennie Jakobs, Executive Retail Channel NamPost, 061 201 3004, bennieja@nampost.com.na
- Ms Sarah Negumbo, Director : Namibia Library and Archives Services (NLAS), Ministry of Education, Arts and Culture, 061 293 3180, Sarah.Negumbo@moe.gov.na
Training
- Prince2 foundation and practitioner course
- Lean Six Sigma White Belt
- Reimaging management for business processes
- ITS Project Management & Innovation summit
- Namibia Project Management Summit
- Registered with Project Management Institute, 2017
- ITIL Foundation course
- COBIT Foundation course
- SAP Foundation course
Projectscompleted
- NamPost Banking New Infrastructure Project, 2024
- Mapping and Documenting the NamPost Business Processes
- NamPost ICT Project Manager for Banking system implementation (live)
- NamPost Courier Freightware new system implementation (live)
- Implementation of SimpliVity Hyperconverged as a Project Manager
- Implementation of SolarWinds
- Implementation of new NamPost new IT Infrastructure, 2016
- Disaster Recovery on PSP environment
- Full Disaster Recovery on Banking system
- Establishing a NamPost ICT Project Framework
- Establishing a NamPost ICT Test Framework
- Implementation of Electronic Documents Management System (EDRMS) at various Government Offices/Ministries
Timeline
Head Projects Planning, Delivery and Efficiency
Legion Business Consulting and Technologies (LOTS)
07.2024 - Current
ICT Project Manager
Namibian Post Limited
12.2015 - 06.2024
Systems Analysts
The Office of the Prime Minister (EDRMS)
08.2011 - 11.2015
Computer Technician
Namibian Police
02.2011 - 07.2011
Postgraduate Diploma in Management - Information Systems in the field of Enterprise Systems & Business Process Management
University of Cape Town
Bachelor of Information Technology - Systems Administration Networks
Polytechnic of Namibia
Secondary Education -
Ponhofi Secondary School
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