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Click here or scroll down to respond to this candidateCandidate's Name
E-mail: Funmikean@gmail.com. Tel: PHONE NUMBER AVAILABLESUMMARYOver 9 years experience in IT Support and Administrative Management providing outstanding technical and managerial support to several cadre of management. Ability to render swift onsite and remote assistance to resolve tier 1-3 support requirements. Ability to manage large projects with SLA's and Kpi's. deploy and image systems for migration. Training teams and end users with supported materials and manuals. Support all break/fix and troubleshooting computer problems. Increased annual revenue by 15% by creating effective strategies for expanding existing products and services though several vendors and markets while maintaining a cost within acceptable thresholds.Achieved a 100% support of Data center operations and mainframes systems.Proficiency with Workload Automation and scheduling softwaretarget for 3 consecutive years leading to several awards by managementAbility to provide Technical Support to clients in a Windows environment with WAN/LAN Connection including basic computer programming and relational database. Recognized as the go-to person for immediate resolution to technical issues not limited toRapidly resolving at least 20 escalated tickets dailyDemonstrated the ability to satisfy users from analysis through problem resolutionExtensive experience in dealing with customers in several industries, domains, and countriesKnowledgeable of users support needs and rendered help in a courteous and professional mannerEnsured high level of accuracy and efficiency regarding information provided to customersOrganized and detail oriented with 3 years of experience working as a Teller and cash and cash equivalents for banksExcellent knowledge of GAAP and financial concept for clients in several financial institutionsAble to identify companies hardware and software performance problems and tentative solution strategyDetermined hardware issues and troubleshooting computer systems and documenting observations for further reviewExperience on technical implementation of various service now modules, such as Change management, incident management, problem management, service catalogue, configuration management, asset management, service discovery, and service now orchestration.Experience providing Technical Support for Corporations or Government employees and Departments using mainframes systems.Researched prioritized and resolved customer issues swiftly and accurately which resulted reduction in turnaround timeHandled dissatisfied customers in a polite and professional manner.Ensured that customer Service Department employees delivered swift, accurate and outstanding serviceTECHNICAL SKILLS:Microsoft office, office 365 and outlook.Windows 7,8 and 10.Active Directory Service 2003, 2008, 2008 R2LAN hardware/Software AdministrationSCCM for Win 7 and Altiris for Win XP MachinesRemedy & Heat Call System Application for ticketingSystem Documentation, Inventory, SOP and Policy CreationSQL, HTML, MS SQL Server 2008MS Windows 2000/NT 4 Server, Exchange and IIS Server AdministrationMS Windows XP/2000/NT/9X Desktop/Workstation Operating System & MACMS Office 2003/XP/2000/97, Access 2003/XP/2000/97, Outlook 2003/XP/2000/98Installation, Configuration and Administrator Exchange 2003, 2007, 2010 and 2013Microsoft software deploymentTCP/IP Ethernet Networking, DHCP and Static IP addressingEDUCATION:University of Maryland Global campusMaster'sCyber Technology (2024).Adelphi MDStrayer University, BSc.Information System (December 2020)Owings Mills, MDMajor, Cyber Security.CertificationComptia security plusScrum masterEXPERIENCE:Lola Div. Konsults Jan 2020 - March 2020September 2021 - Present. (Contract)System AnalystPlanned and implemented desktop upgrades, maintenance fixes, and vendor-supplied patches.Managed mainframe systems and coordinated desktop and desktop application migrations.Manage and resolve critical issues with SLA's and Kpi'sPatch management for software developmentManages production of internal and external risk reporting including the Enterprise Risk Management report.Provide support and challenge to the business in the operation of the risk management framework, including the periodic Top Risk Assessment review, identification of Emerging Risks, update of Risk & Control Self Assessments and the identification and evaluation of Key Risk Indicators.Managed enterprise directory services, file shares and permissions and related server infrastructure.Manage and support Data Center Operations or Mainframe Support experience.Manage Active Directory Enterprise environment, group policy and domains.Creating ServiceNow reports and dashboards.Provide service management and service delivery process in serviceNow.Implement and innovative ServiceNow solutions in ServiceNow as assigned.Manage Workload Automation and scheduling software.Familiarity with ticketing software for operations and incident manage.Manage and support Microsoft Office suite applications.Defined, designed, performed, and tested server backups and disaster recovery procedures and plans.Monitored and tested system performance; provide system performance statistics and/or reports; coordinate and implement with SCCM modifications to server environment in order to improve efficiency, reliability, and performance.Worked with management to establish and enforce policies and procedures to maintain and secure the Clients network, server, and communications infrastructureCMS and Leidos October 2016 December 2019.System Analyst/Advance Tech (Manager)Baltimore MDManaged multiple security, mainframe systems and applications development projects, working with the end user, and providing direction to the project team. Assigned to manage a major subsystem development project, and smaller independent projects. Provide day-to-day support of the DST front-end applications and Pershing back-end. Imaging and deploying all computers in collaboration with Dell computers to successfully provide adequate security controls for all CMS and LEIDOS employee.Projects: All Carroll county public schools. (45 schools)Managed implementation of cyber security solutions. Effort(s) include, developing deployment polices, creating requirements, security test plans, roadmap and testing documents, and knowledge transfer through in-person and remote training. Contribute to a strong client relationship through interactions with client personnel. Contribute to engagement planning and ensuring that products/deliverables meet contract/workplan. Deliver services that meet all Carroll county public schools plan. Install and support the project framework with risk catalog and task leader specifications. Contribute to a positive team attitudeResponsibility included deploying and imaging for migrating end user from Windows XP to Windows 7, and 10 in all Carrol County public schoolsAdded end users to the server domain, local users and groups to the Active Directory.Setup and configured applications to all CMS for MedicaidData transfer and map network share drives and remote access.Actively supporting group policy, password reset, adding and assign users privilege to domain.Provided end user support to cooperate laptop and desktop users.Performed quality assurance test on applications before being packaged.Provided troubleshooting for laptops, desktops, refreshed project supports, break-fix and installed printers on the server.Maintained existing data migration program with occasional upgrades and enhancements.Performed data migration enforcement tasks and furnished support to field services and technical groups as needed.Utilized existing data scripts and processes.Conducted data structures and movement evaluations.knowledge of Risk/Audit/Compliance aptitudesAbility to digest Risk Regulation and implement any new regulation into existing processes.Assists in the growth, implementation, and administration of the enterprise risk governance methods.Executed data migration in coordination with management and technical services personnel.Developing system integrations and process automation within the ServiceNow instance and other Information Services applications.Defined and improved the build support for new and existing maintenance deliverable products and software deployment to test and production systemsSuccessfully coordinated and developed the deployment process for all current projects and utilized java based buildsDocumented the entire build and deployment process including detailed step-by-step instructionsSupported multiple parallel projects by creating processes & procedures for reusing existing codeBaltimore City Schools February 2015 - September 2016.System Administrator/IT Technical Support Supervisor.Baltimore, MDManaged Developed, implemented and maintained Enterprise Risk Management (ERM) Framework and supporting policies and procedures in line with relevant regulations and guidelines. Managed problem tickets utilizing heat. Research, recommend and implement solutions for moderately difficult problems and for segments of problems with low complexity. Focus on business problems and opportunities in support of strategic goals, support and manage high SLA's and Kpi's for organization's project development.Lead incident response efforts to determine the criticality of an incident, appropriate containment, and mitigation activities at client sites. Responsible for communicating and documenting details of the incident and creating status reports of tasks performed to all Baltimore city schools parents, teachers and employee.Maintained Several BCPSS Application and managed Active Directory objects, policies and User Groups.Resolved problems within Windows 7, 8, and 10 as well as Office 365 and Microsoft office issues.Worked with Active Directory to build user network profiles, reset passwords, unlock accounts, etc.Installed, repaired and setup computer peripheralsPerformed set-up, break-down, and transport of company electronic equipment on an as-needed basis.Received requests for Computer related assistance from School Personnel and departments and subsequently diagnosed and resolved the root causes of the issues though interactions with the user.Created and executed basic SQL statements in both SQL production and development environments.Provided basic SQL and HTML Support to front end users.Analyzed, researched and identified the causes of software issues and proposed solutions to ManagementProvided accurate, timely, and creative solutions to end-user computer and networking problems minimizing downtime.Performed restorative and maintenance actions by connecting remotely or at end-users location.Responded to complex situations where standard procedures have failed in isolating or fixing problematic equipments or bug ridden software installations and changes in configuration.Refresh project support, break/fix supportRecorded accurate information for each request by identifying customer defined needs and escalated some issues to Tier 3 support teams.Dispatched and directed contractor staff as required to resolve customer complaintsClick Notices October 2014 - December 2015,IT Helpdesk SupportColumbia, MDManaged call center systems and documentation using MSIE, Netscape Communicator, Opera Web browsers, FTP, Adobe Acrobat, Mozilla (Firefox), OCR Software (Readiris Pro II). Utilized several Antivirus including Symantec Antivirus Corporate Edition to debug client applications.Resolved several Network and Internet Connectivity issues, Active Directory issues and password resetsProvided Tier 2 support for Windows Operating Systems including Windows 7, 8, 10 and other Microsoft applications.Completed several projects using Remedy Software Ticket Application System to log-in calls and create active tickets.Resolved various technical problems ranging from Hardware, Software, Network Printers and LAN issues.Interviewed several service requesters and clients to obtain information used to identify specific products in order to ensure proper call managementProvided technical support for several end user Software Applications assisted end users with application password resetsWALMART November 2011 - May 2013Customer Service Rep to SupervisorEllicott City, MDMaintained Several Application programs, Databases, Operating Systems, CRM systems and Network Configuration for swift processing and retrieval of customer orders generation of reports.Participated in training programs aimed at increasing employees technical, interpersonal, communication skills and proficiency in managing several projects.Adhered to several compliance rules and professional standards relating to Federal nondiscrimination policies and Maryland State Laws.Ensured that Customer Service Department employees delivered prompt, accurate and outstanding serviceMaintained documentations of customer issues, inquiries and responses for future reference and improvementDirected or routed customer calls to appropriate personnel for assistance and resolutionFirst Bank of Nigeria PLC. February 2002 - January 2011Help Desk Support/Supervisor Personal bankerLagos, NigeriaProvided customers with product information, availability, product lead times as well as recommendations for purchases.Created and ran reports as necessary to discover or establish customer ordering trends I order to determine popular products and make recommendations to Management which enhances target marketing effort of the company.Generated internal reports which identified lags in product lead times which helped improve Product testing schedules.Diagnosed, troubleshoot and resolve banks hardware, software and LAN connectivity problems and subsequently replace defective components.Delivered professional solutions to customer inquiries in a prompt manner via phone, email, online chats and lettersIdentified and implemented new process plans to improve customer service support teamsManaged substantial volume of customer calls and inquiries in a friendly and courteous mannerMaintained procedures and processes for Tier 1 & 2 problem resolutionCollaborated with Supply Chain and Sales Teams to address and resolve customer issues effectivelyReturned customer and vendor calls in a timely manner and ensured resolution of any outstanding issuesManaged and tracked status of customer orders through entire Supply Chain from purchases to shipment and deliveryIdentified and managed customer Service resourcesMaintained documentation to track customer requests and inquiriesProvided administrative and operational assistance to Team members in order to ensure product delivery to customers |
