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Customer Service Management

Location:
Wylie, TX
Posted:
July 13, 2016

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Resume:

Olawole Olajuyigbe

*** **** **** **. *****, Texas.

Tel: 214-***-****

Email: acvoos@r.postjobfree.com

EXPERIENCE:

Teletech

Technical Customer service.

December 2015 – January 2016.

oInbound call

oEducating customers regarding resolution of delinquency, contractual terms and obligations for the benefit of both the customer and company

oExhibiting exemplary customer service while initiating conversation with customers

oVerifies customer personal contact information and accurately documents customer conversation into collection system

oResearch account payment histories, collateral insurance and misapplied payments

oFocus on resolving customer delinquency and disputes utilizing the available tools

oAssist customers with deferments and or due date changes when appropriate

oAlert management of potential problems with the account

oUsing sound judgement in resolving customer problems

oUsing remedy to update the notes

Telvista Inc., Dallas, TX

Support Technician

November 2015 – January 2016.

oAssisted Verizon clients with DSL installation.

oMaintained excellent customer/client relationship by outbound phone support for unsolved technical issues and customer escalations.

oSupported 1st and 2nd Tier level consultants by receiving heavy inbound calls. Windows 98, 2000; Sherlock, Remedy

oSupported software installation of ISP software (AOL).

oTroubleshot internal/external modems, DSL, Cable/Broadband connections, printer issues.

oProvided exceptional customer service support for all escalated calls.

Received Certification for Customer Service

T- Mobile Telecommunication

Network Operating Center Technician.

August 2015 – till date.

oMaintained excellent customer/client relationship by outbound phone support for unsolved technical issues and customer escalations.

oSupported 1st and 2nd Tier level consultants by receiving heavy inbound calls. Windows 98, 2000;,One Console,Tech Ticket,Tech Change and Pier Technologies

oSupported software installation of ISP software (AOL).

oTroubleshot internal/external modems, DSL, Cable/Broadband connections, printer issues.

oProvided exceptional customer service support for all escalated calls.

Received Certification for Customer Servic

ResCare

Business Analyst

Industry: HealthCare

May 2013 - Till date.

Develop and capture requirement for patient care management system. Built a solution to help patient to track and monitor the use of medication via reminders using push notification through SMS, and email to remind the different patients to use medication. The result was a 15% increase in the patient usage of their prescription medications.

Goal driven and dedicated professional with years of experience in Business Analysis, and Project Management. Worked on wide range of programs and projects in application development (Star URL, Jira, and Agile), application maintenance and Testing.

Experience in business analysis and testing with proven skills in requirement gathering, interacting with developers, documenting various business processes, and coordinating various projects.

Have experience in Risk management, Stakeholder management, Issue Management, Metrics definition, analysis and facilitating metrics based project management.

Act as the liaison and key facilitator between client, stakeholders, development team and technical analysts and solution team

Develop and capture requirements for patient care management System.

Build a solution to help patient to track and monitor the use of medication.

Clear understanding of Medicare (Part A, Part B and Part D) and Medicaid benefits.

Quickly resolved customer issues engaging developer as needed.

Created system and user acceptance testing documentation.

Excellent organizational, interpersonal, communications, teamwork, and leadership skills with proven skill to interact across multiple levels of organization

Authorized to work in the US for any employer

Flex-Tech.llc, Grapevine, TX.

Installation Technician.

2012- September 2013

o Set up Computers and install and configure Hardware/Software

oInstall and configure Network cables and run application scripting

oInstallation and configuration of Microsoft Windows XP professional

oBreak-Fix Dell Workstations, PC’s, Desktop and Laptop computers and peripherals

oManage Active Directories/DNS/DHCP, Hubs and Switch maintenance and Support

oPractice Network Asset Management, including Maintenance of Network component and related documentation for 2nd and 3rd level for Networking devices, IPT, Routers Switches, Desktops, Workstation

oTroubleshoot Desktop, Laptops and peripherals software and Hardware issues

oResponsible for deploying new Desktop/ laptop and computer imaging

oAccountable for installation of Microsoft Windows 2000 and setting up users account

oAccountable for backing up data file and recovery process

oSupported d backup procedures.

oWrote and design, specifications, performance and Quality assurance testing on Prototype Hardware/Software and disk storage

oInstalled, configuration & maintenance for Cisco Switches and Routers family and UNIX Servers and Workstation on Windows 2000/2003.

oProvided detailed documentation of all implementations, changes, and solutions.

oAccountable to user request, analyzing malfunctioning

the nature of the fault, whether Hardware/Software application, systems or Network and act accordingly to rectify the errors installed & configured LAN/WAN connectivity through Windows NT/2000 Servers.

Javan Telecommunication Investment

Network/Security/Technical Support

July 2010 – June 2012

oConduct routine remote surveillance and maintenance activities for network nodes in the data network, supporting the network performance and reliability initiatives.

oDay-to-day administration of Firewall/information security tools and devices, alert response and analysis for security incident response actions

oImplement and configured Firewalls (checkpoint,) Verifying and configuring rules in Firewalls setups and changes.

oPerform fault isolation related to equipment and facility trouble

oMonitor system and process completion.

oUtilize proprietary system tools to evaluate connectivity performance

oUtilize monitory tools to locate and evaluate network, database and application issues

oRespond to tickets opened by routine alarms and network issues

oWork with customer to perform troubleshooting of outages to determine if issue is telecom, power, cabling or equipment related

oOpens ticket with the designated phone company for telecommunication related issues. Follows established Telco procedures.

oContinues to drive issues with the telecommunications company to ensure timely resolution of customers network/system outage

oCreate and document procedures for the build and release process

oDiagnose broken builds and troubleshoot environment issues

oTroubleshoot Radio, Switch, server and application issues

oSupports the development and delivery of training programs and supports documentation to other departments on new operation, maintenance and troubleshooting procedures. Produces technical bulletins in order to provide short term work-around solutions and guidance on current Network issues. This requires some "out of box" thinking and analysis of software problems within the network. Provides mentoring to others within the position’s team or customers’ team.

oProvides guidance to Engineering and Vendor teams with the validation and deployment of new products and services to ensure trouble free network changes

oSupported Load Balancers (A10, F5), HLR, MSC, BSC, RNC, BTS, SMS, Harmony, IAM, SDG, SGSN, GGSN, Checkpoint Firewalls, Cisco ASA IP Sec, Secure DNS, Infoblox DNS

21st Century Technology

System Analyst /Network engineer /Computer technician/

April 2004– July2010

Design, develop and maintain automated deployment tools

oUsing Citrix and Peregrine software

oSupporting the Sybase and Oracle databases

oData migration and creating user Domain

oMaintain and enhance the build, release and deployment infrastructure

oCreate and document procedures for the build and release process

oDiagnose broken builds and troubleshoot environment issues

oTroubleshoot server and application issues

oInitiate and monitor application release and deployment process after business hours

oAccountable for the success of each deployment to production

oControl over QA and Stage environment configuration. Ensure that these environments are properly setup, configured, and available for each project as scheduled

oInstall, configure and maintain software configuration management (SCM) system

oInstall, configure and maintain environment for developers, web designers & webmaster

oInitial configuration and deployment of new application servers

oHandle on-call duties during and after business hours

oDevelop unit, user acceptance testing, integration testing of all bug fixes and new features

oDevelop and execute test suites, including manual, automated, and data-driven regression testing, GUI testing, performance and stress testing, and reliability and recovery testing. Document and/or package test suites and make them available to all users

oDevelop and enhance in-house testing software & tools

oDesign, develop, log, and report production issues

oReview, validate and report quality issues and defects

oDefine and develop automation testing framework and requirements

oReview new product features and enhancements and validate/update test plans accordingly

oManual and automation testing of web-based application

oMeasure, monitor and report to management monthly software metrics

oKeep up with the latest methodology and developments in the QA field

Onet Telecommunication

System Analyst

December 2002- March 2004

oProviding networking, microcomputer, and peripheral and portable hardware support to branches, employees, business partners and/or customers who are experiencing difficulties.

oConfiguring and testing workstations, servers and laptop hardware for assigned user community

oDetermining problem sources, resolving hardware/system issues

and/or dispatching vendors to remote sites to install or repair equipment.

oUsed lotus note program, same time to submit report

oEnsures that user has access to all applications/resources required for execution of job duties.

oEnsures that branch servers are configured so that branches are operational and receiving/transmitting correct information at all times

oAnalyze user issues to determine possible problem sources.

oParticipates in systems or hardware related projects as assigned by the PTS Hardware Support Supervisor.

oWork using company ticketing system queue – Remedy. Also take inbound calls from vendors

oResolves issues using standard department procedures, often under the pressure of strict time restraints.

oUsing Blackberry for on call

oResponsible for diagnostics for Desktop and laptop cleaning old data and backups

oTroubleshoot PC/Desktop, Laptop deployment and imaging using Ghost software

oMaintain best practices and policies for installing, configuring, maintaining and troubleshooting end user Workstations, Servers, Software, and Peripheral devices

oTroubleshoot and configure laptops for Network use and remote connectivity

oAdding Groups and users to the network

HARD/WARE & SOFTWARE SUMMARY:

NETWORK: WINS, DNS, DHCP, ACTIVE DIRECTORY, TCP/IP, IPSEC, LAN/VLAN/WAN, IIS, NTFS, VPN, FTP, Permission/Policies/Network Securities/Remote Access, Organization Infrastructure, Forest Design, Wireless

Access, SQL Server 2000 Database, FTP, CISCO, PIX Firewalls, Security

Authentication, Auditing and Incident Responses routers, Switches, Ethernet, SAN,

NetBIOS, NIC, Programming SQL, MS SQL Server 2000

Internet Web Development: Apache, Internet/Intranet XML, HTM, Novell, MAC, Flash

Applications: Dell, Tivoli/Maestro, Windows NT/Server 2000/2003

Databases: Sybase, Sql, Sap

Operating Systems: Windows NT, 2000/2003, IBM/Os2, Mac, Unix, Linux,

Novel, Windows 95/98/Xp

Application Software: Ms Word, Visio, Access, PowerPoint, Excel, Outlook 2002/2003,, MS Project and Spreadsheet.

ADDITIONAL TRANING:

Certificate in Project Management

Special Computer Science project- Specialization Planning and Managing

Microsoft Server 2003 Environment, Maintaining a Microsoft Windows Server

2000/ 2003 Environment, Implementing a Microsoft Windows server 2003

Network Infrastructure, Designing and Managing Security for Microsoft

Networks and Internet, Programming a Microsoft SQL Server 2000 Database and

Implementation and Supporting Ms Windows XP Professional

Business Analysis.

EDUCATION:

Bachelors of science in Information Systems and Cybersecurity ( August 2017)

Associate Degree in Network System Administration (June 2015)

Bachelors in Chemical Engineering (1992-1999)

Referees

Provided on request.



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