Olugbenga Dickson-Isu

I am an Innovation Manager at Central Bank of Nigeria, where I lead the effective management of innovation processes to drive organizational growth and competitiveness. With over 16 years of experience in the IT and FinTech space, I have developed and implemented policies and frameworks to guide FinTech innovators and start-ups, as well as reviewed and evaluated products within the Regulatory Sandbox.

I have a strong background in information technology management, business and data analysis, product management, incident management, and business process re-engineering. I hold a MS in Financial Innovation and Technology from Smith School of Business at Queen's University, a MS in Computer Science from Nile University of Nigeria, and several certifications in ethical hacking, IT service management, and scrum. My mission is to leverage my skills and expertise to support the Sustainable Development Goals and create innovative solutions that benefit the society and the economy.

Senior Manager, IT Service Delivery | FinTech Analyst

Central Bank of Nigeria | April 2008 – August 2023

• Scheduled and supervised day-to-day troubleshooting, installations, and user access issues.
• Oversaw technology and application selection, systems development, and resource acquisition.
• Implemented stringent data security protocols to safeguard assets.
• Implemented a new support strategy for providing best-in-class technical support to customers and internal departments.
• Identified internal IT and software requirements and managed internal data banks to support complex statistical and data analysis.
• Guided users with troubleshooting using diagnostic tools.
• Recorded customer issues on the database to streamline processes and Fastrack resolutions.
• Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.
• Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling.
• Participated in training and workshops to enhance skills and acquire resourceful tools.
• Diagnosed and resolved technical hardware and software issues.
• Researched the latest technology and products to stay abreast of current trends.
• Oversaw daily performance of computer systems.
• Scheduled training of software applications, data entry, and retrieval procedures for end users.
• Maintained detailed records of daily support activities and resolutions.
• Set up equipment for employee use, ensuring proper installation of cables, operating systems, and appropriate software.
• Helped users via telephone to diagnose and triage problems.
• Managed system performance by monitoring operations and correcting routine issues.

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Head Technical Support

First Bank of Nigeria Ltd | June 2006 – March 2008

• Provided technical support to clients, troubleshoot software and hardware issues, ensure timely resolution.
• Collaborated with the marketing team to optimize clients' digital marketing campaigns, resulting in a 20% increase in demand for the bank’s products and services.
• Conducted regular system updates and software installations, ensuring clients had access to the latest technology.
• Implemented data analytics tools to track campaign performance and provided insights for improvements.

Master’s degree in financial Innovation & Technology |Queen’s University, Kingston, Canada| 2023

Master of Science in Computer Science | Nile University of Nigeria, Abuja, Nigeria | 2017

Bachelor of Science in Computer Science | Ambrose Alli University, Ekpoma, Nigeria |2004

Certifications

ITIL Foundation Certification | Scrum Master Certified