Oluwasesan Odeleye Email & Phone Number

Canada

• Ticket System Management: Oversee the ticketing system, ensuring it is efficiently organized, and tickets are routed to the correct support level and team.• Incident and Problem Oversight: Monitor incident and problem management processes, making sure that all issues are handled in accordance with established SLAs.• Workflow Coordination: Coordinate workflows between support levels and teams, ensuring seamless ticket escalations and handoffs.• Reporting and Analysis: Generate regular reports on ticket volumes, resolution times, and other key performance indicators to identify trends and areas for improvement.• Quality Control: Perform quality checks on ticket handling and resolution, providing feedback to support teams and individuals.• Process Improvement: Continuously review and improve ticket management and support processes to enhance efficiency and effectiveness.• Tool Expertise: Maintain a deep understanding of ServiceNow, JIRA, and any other ticketing and ITSM platforms used within the organization. Manage communication channels (e.g. email, mailbox, chat).• Queue Management: Perform daily queue health checks, ticket reassignment for workload balancing, and implement queue backlog reduction strategies.• User Satisfaction: Develop user feedback collection mechanisms, provide analysis and reporting on user satisfaction metrics, and develop strategies for improving user satisfaction.

Mtnn Lagos

● Achieved 99.9% application uptime by proactively identifying and resolving critical issues, leading to improved customer satisfaction and reduced downtime.● Improved application response time by 15% through code analysis and infrastructure optimization, enhancing user experience and system efficiency.● Automated routine tasks using Python and Oracle jobs, reducing manual efforts by 70% and enhancing team productivity.● Collaborated with cross-functional teams, contributing to on-time project delivery, and achieving 100% compliance with project milestones.● Successfully supported application integrations with external systems, ensuring seamless data flow and achieving a 100% success rate in integration projects.● Implemented automation scripts, reducing manual tasks by 40% and enhancing overall system stability while improving operational efficiency.● Conducted regular performance analysis and generated reports on system metrics, leading to a 35% increase in application scalability and performance.● Implemented and enforced application security measures, conducting vulnerability assessments, and achieving a 95% compliance rating with industry regulations.● Delivered technical training programs and mentored junior support engineers, contributing to their skill development and enhancing team performance.● Managed application changes and upgrades, ensuring smooth transitions and minimizing risks, resulting in a 98% success rate in upgrades.

Mtnn Office, Golden Plaza, Falomo, Ikoyi, Lagos State

• Implemented Oracle PL/SQL and Unix Scripts, optimizing in-house processes and achieving significant performance improvements.• Managed and executed over 30 change requests, ensuring seamless integration of approved changes into existing applications.• Collaborated with a high-performing team of 16 members in the information department, achieving projected goals and delivering exceptional results.• Enhanced application visibility with AppDynamics, reducing problem identification times by 60% and bolstering system reliability.• Developed a comprehensive knowledge base documentation, resulting in a 35% reduction in escalations and enabling users to troubleshoot issues independently.• Managed and resolved escalated incidents, surpassing SLA targets with a 98% customer satisfaction rate, and fostering strong client relationships.• Led incident and problem management processes, reducing resolution time by 20%.• Provided excellent customer service, maintaining a 98% customer satisfaction rate and strong client relationships.• Collaborated with QA teams for high-quality software releases.

Wrpc, Effurun, Warri, Delta State.

● Implemented performance enhancements, reducing response time by 20%.● Achieved an average incident resolution time of less than 30 minutes.● Conducted in-depth analysis of complex issues and proposed practical solutions.● Created and maintained technical documentation.● Automated routine tasks using Python, reducing manual efforts by 70% and enhancing team productivity

• Maintained a customer satisfaction rating of 90% through exceptional communication and problem-solving skills using email, chat, and phone calls.• Accurately recognized and resolved technical/network problems that consumers have reported. This requires painstakingly compiling data on the issue, raising pertinent questions, and using cutting-edge diagnostic tools like ping, traceroute, Wireshark, performance monitor, and task Manager/Activity monitor to precisely identify the reason.• Achieved a 95% first-call resolution rate by effectively diagnosing (using TeamViewer and remote Desktop Protocol) and resolving user issues (e.g., ServiceNow, Zendesk, JIRA).• Enhanced security and reduced password-related support requests by implementing self-service password reset options for users.• Successfully reduced the average time to resolve tickets by 20% through efficient ticket prioritization and management.• Developed and maintained documentation, including technical manuals and standard operating procedures.• Diagnose and troubleshoot complex problems related to servers, databases, and applications.• Installed, configured, and maintained desktops, laptops, mobile devices, printers, and other hardware.

Postgraduate Degree, Data Science And Business Analytics

Master Of Science - Ms, Computer Science

Bachelor Of Technology - Btech, Computer Science

Skills: Computer Science · Customer Support · Query Languages · System Configuration