Winnie Mimano

I am a dedicated ICT Service Optimization Specialist with over 15 years of experience in enhancing IT operations and driving process improvements. My expertise lies in ITIL-based frameworks and data-driven analysis, which have enabled me to significantly reduce incident resolution times and enhance SLA compliance across multicultural environments. I thrive on delivering mission-driven results that contribute to continuous service excellence.

In my current role as a Senior Delivery Manager at Prodapt Consulting, I have successfully directed L1–L2 support operations across five African markets, achieving a remarkable 33% reduction in average ticket resolution time and boosting customer satisfaction to 95%. My proactive approach to root cause analysis and change control implementation has led to a 25% decrease in repeat incidents, showcasing my commitment to operational excellence.

Throughout my career, I have authored numerous standard operating procedures that have streamlined processes and improved onboarding efficiency for new engineers. My ability to develop and present insightful service-performance dashboards has empowered senior management to make data-backed decisions, further solidifying my role as a key contributor to organizational success.