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.

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.

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.

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.
• 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.

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