Ade Adegoke Email & Phone Number

Canada

Toronto, Ontario, Canada

London Area, United Kingdom

Lagos State, Nigeria

• Collaborated with teams to define, document, enforce, and support ITSM policies, processes, and procedures for improved IT Governance.• Convenes urgent CAB or ECAB meetings for all urgent RFCs• Authorizes acceptable changes, either alone or after a CAB or ECAB has taken place Issues change schedules, Liaises with all necessary parties to coordinate • Change building, testing and implementation, in accordance with schedules• Tables all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting, issues an agenda and circulates all requests for changes to Change Advisory Board members in advance of meetings to allow prior considerationActed as an escalation point to expedite incident resolution and driving key incident recovery metrics such as ETAs, MTTRs, MTTA, MTTD• Increased service availability from 86.7% to 99.4% through the integration of ITIL Incident, Problem and Change Management Process• Developed and continuously reviewed service level agreements, key performance metrics for Change Management process or ad-hoc changes with stakeholders.• Reviewed change request for process requirement to evaluate associated risk and impact.• Facilitation of collision mitigation and Conflict Management• Developed and enhanced standard framework of workflows and operating procedures to achieve 15% more efficiency in IT Service Delivery• Oversaw the selection, implementation and continuous improvement of the monitoring tools and processes• Developed and enhanced standard framework of workflows and operating procedures to achieve 15% more efficiency in service delivery• Initiated and co-developed new functions and processes within the various network management tools for effective incident management• Oversaw a team of 40 people comprising 8 teams leads and 32 technicians• Acted as part of the change advisory board CAB to review and limit business risk while aiming to provide services that customers can rely on.

• Generating Performance Statistic report through the use of HP Performance Manager• Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. . • Work to make Service Desk the single source of truth and service delivery channel for IT. • Monitor and manage phone queue (participating in escalated calls as needed).• Trend analysis via Microsoft Excel of SLA using KPI• Assisting in maintaining predetermined SLA and delivering esteemed service to the customer without the customer feeling any cost• .Managing incidents and ensuring they are been resolved as soon as possible so as not to cause hindrance or disruption in SERVICE.• To ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery.• To provide reports to an agreed schedule (or on request), including management and account performance reports.• Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes.• Proffer solutions or advice on areas where SLAs are been breached to ensure proper availability of service to the customer.• Collate major incidents for P1 and P2 on a weekly basis with data collected daily from Service Desk for weekly review meetings where agreements are redressed and penalties are drawn.• Draw up recommendations and observations on areas where services are not been met in order for the services to be stable.• Create a KPI report for Etisalat Management on incidents and request been made the previous week and analyze the report on the key areas where improvements are needed.• Generate reports for incidents exceeding 24hours for priority calls and escalate to the management for review.

• Responsible for drawing up shift schedule for team members.• Daily and weekly Resource Management. • Ensuring Service delivery of the vendor to the customer in compliance with all service processes, business rule and KPI requirement.• Closely work with other functional teams for troubleshooting and system improvement.• Raising of trouble tickets for fault calls, closing of the resolved fault calls using escalation tool.• Service request configuration and management in provisioning application.• Responsible network 1st line operation and maintenance (O&M) in Network Operation Center (NOC) [24 X7 in 6hours shift, 7 days a week] for IN/VAS nodes. • Assist and support IN related Configuration Management (CM), Performance Management (PM) and Fault Management (FM) for the Online Charging System.• Perform remote Corrective Maintenance (CM) from NOC for the IN & VAS nodes.• Monitor IN nodes performance and perform troubleshooting for any issue occurred in NOC.• Prepare regular report for network performance : - Daily generation of traffic report for various Value Added Services ( RBT, SMSC, MDSP,USSD, PUSHMAIL, UAP, URP,USSD) using the Linux operating system, Oracle database , Huawei Report Client, Remote Desktop and Filezilla.• Server checks on OCS nodes using Informix database system to verify the database and log file status• Backing up of the CDR database to tape and disk using Informix in UNIX operating system environment.

• GSM Network monitoring (BSS).• Alarm monitoring using the Local Maintenance Terminal BSC6000 (LMT)• iManager M2000 Mobile Element Management System .• Troubleshooting ,Escalation and Resolution .• First and Second level troubleshooting of alarms• Opening and closing Trouble Tickets to resolve alarms• Key Performance index(kpi) report generation for network performance team

General Audit of Tools and Equipment.Routine Maintenance and checks of the Tool.Identify and request for new equipment

It Work Place Communication In Canada

Bachelor’S Degree, Psychology