Customer Service Project Manager

Omotoye O. Joe Omokheyeke

Prof. OMOTOYE JOE O. OMOKHEYEKE, MA (MIS), MCP

***** *** ***** *****, *******, Texas 77095

Home Office: 281-***-**** Cell: 832-***-****

E-Mail: ******@*****.*******.***;***********@*****.***

OBJECTIVE

Seeking a challenging career opportunity to utilize over 17 years of functional diversified information systems analyst, programming, help desk and computer project management, including LAN/MAN/WAN MS Windows Systems,

administration, end user training, and Faculty practitioner Instructor experience, to contribute to, and enhance

organization productivity, efficiency, and effectiveness.

CLIENT/SERVER SUPPORT AND PROGRAMMING SKILLS

Knowledge of System Development Life Cycle (SDLC), end user requirements analysis and documentation

Knowledge of Relational Database Design, Systems Integration, Quality Assurance, and Technical Writing

Knowledge of OSI Model and Common TCP/IP Protocols Suite (FTP, HTTP, UDP, DNS, DHCP, WINS)

Knowledge of Networking devices and Security ( Router, Switches, HUBS, FIREWALLS)

Working Knowledge of Windows Operating Systems Windows 7/ Vista/XP/2000/NT 4/98/95/3.1/DOS,

Working Knowledge of Windows Applications; MS Office 2010/2007 (Word, Excel, PowerPoint, Access, Outlook,)

Knowledge of Computer Network Design, installation/upgrade, configuration, testing, and information security

Windows 2003/2000 Server, Symantec, Ghost Server 6.5, Outlook 2003, MS FrontPage 2003, Remedy, Visio 2003

Knowledge of web pages tools (HTML, XHTML, ASP, JSP, PHP, JavaScript, VBScript, XML, FLASH, SILVER LIGHT)

Knowledge of Windows application development tools (Visio Studio 8, Visual Basic 8, .NET, C/C++, Java)

Knowledge of telecommunication VOIP, intranet, extranet and internet browser (IE 8), WIFI and mobile computing

Effective written and interpersonal communication skills

PROFESSIONAL DEVELOPMENT

Completed 24 credit hrs courses in Doctoral Program (Educational Technology) May 2005-Sept 2010

Completed Online Teaching Certificate in ANGEL LMS at Lone Star College System August 2009

Faculty Online System Faculty Practitioner Instructor Training May 2006

Project Management Certification 2005 May 2006

Microsoft Windows 2003 Enterprise Sever Installation and Setup March 2006

Instructional Design March 2006

Customer Service, Defining Service March 2006

Microsoft Outlook 2003 Getting Started and Managing Messages Feb 2006

Certificate in Teaching English as a Foreign Language (TEFL) December 2005

Microsoft Windows NT 4.0 Server (Microsoft Certified Professional). April 2000

Completed one week course in CISCO (CCNA) Router/Switch Installation and Configuration. December 1999

Completed two days Project Management Seminar. November 2000

Completed one week course in Siemens CBX 9751 System Administration (REL. 9005). February 1999

EDUCATION

MA . University of Illinois @ Springfield Illinois. Major: Management Information Systems.

Project/Thesis : Systems Analysis, Design, Programming, and Development. Developed a Time Keeping Database

System using (SDLC) methodology. Software Used : Paradox 3.5 and WordPerfect 5.1 software. May 1992

BA . Blackburn University, Carlinville, Illinois. Double Major : Economics and Business Administration. May 1988

EXPERIENCE

06/2006-Present : University of Phoenix (College of Information System and Technology College) Online/on Campus

Faculty Instructor

Teach and Facilitate the following Information system and Technology Graduate courses Online and undergraduate management courses in a face-to-face environment.

GRADUATE COURSES

BUSINESS SYSTEMS I & II (BSA 500/502)

DATABASE CONCEPTS AND DBMS (DBA 500/502)

NETWORKING CONCEPTS AND NETWORK MANAGEMENT (NTC 500/502)

UNDERGRADUATE COURSES

MANAGEMENT; THEORY, PRACTICE AND APPLICATION (MGT 330)

MANAGEMENT THEORY AND PRACTICE (MGT 230)

ORGANIZATIONAL BEHAVIOR AND GROUP DYNAMICS (MGT 442)

07/2008-06/2009: System Management Technologies Inc., Houston, Texas USA

Q4 Safety System Trainer/Instructor

Hired as a contractor to provide training services for Chevron employees at Cabinda Gulf Oil & Gas Company in Angola near South Africa.

Provided classroom training for all levels of Chevron employees in production operation department on how to use Q4 Safety permit- to- work application system to perform job risk assessment in identifying hazards on the job and work area and the controls to minimize the hazards on the job.

Perform system analysis for Q4 Safety system implementation, intranet updates, helpdesk support, and presentation of the systems new features to all users at both onshore and offshore platforms in Angola.

Utilized System Development Life Cycle approach (SDLC) to customize and enhanced permit to work application system.

Prepare system documentation and classroom training feedback report for future training enhancement.

01/2007- Present: Lone Star College-Cy-Fair, Cypress, Texas USA

Adjunct Professor

Hired on contract as an Adjunct to teach the following Computer Information Technology courses:

Introduction to Computer Systems and Programming in Visual Basic 8, Fundamental of Networking

Comprehensive Concepts and Techniques (MS Excel Spreadsheet 2007)

Microcomputer Applications (MS Word, Excel, Access, PowerPoint 2007)

04/2007- 06/2008: American Intercontinental University Houston Campus, Texas USA

Adjunct Professor

Hired on contract to teach Information technology in Business Management and Computer Applications courses in a classroom setting every week per quarter period.

01/2006-6/2006 : State of Texas, Texas Education Agency (TEA) Austin, Texas USA

Systems Analyst

Assists with the rollout and support of the Application Help Desk Systems which includes customer training, creating

training materials, documenting customer processes requirements and business analysis.

Provides direct technical support of Audio and Video Conferencing events & operations, and support of all District

administrator officials.

Assists customers in the requirements gathering, systems setup, scheduling, configuration, training, and pre-meeting preparations.

Responsible for the development and documentation of Application Help Desk processes, procedures, standards,

tools, and techniques. Monitor the Application Help Desk mailbox and resolve or respond to questions, requests, and

downtime notices.

Received incoming emails and route them to the most appropriate resource or group according to documented procedures. Route issues and downtime notifications to appropriate program or IS resource or group as required.

Responsible for user account creation, testing, and maintenance of the Application Help Desk Tracking Tool and Right Answers desktop applications support tool.

Responsible for TEASE web applications (eGRANTs, ACCT, PEIMS, CIS) user account set up, support and security administration.

Develop and document proposals for Application Help Desk, downtime notification and customer services process improvements for management review.

Identify and communicate issues, particularly those with potential project impact, to management for resolution.

Provides customer support for the Application Help Desk Tracking Tool and Knowledge Base.

Assists with the establishment of metrics that support performance measurement for Customer Services, Downtime notification and the Application Help Desk. Provided monthly status reports of accomplishments, projected activities, and issues to be addressed.

7/2001 – 12/2005 : Computer Science Central Incorporation, Houston, Texas USA

IT Project Manager

Managed Network Systems of over two thousand five hundred (2,500) workstations including a branch network, utilizing TCP/IP protocols. Provided technical consulting services to the site concerning the use of computers and networks to satisfy business operation needs.

Provided helpdesk technical support to internal clients in Win2k/XP, NT, UNIX, LINUX environment.

Plan and implement network security, including building firewalls, applying cryptography to network applications, managing host security, file permissions, and file system integrity, and adding and deleting users.

Install, configure, and maintain personal computers, Window Networks, file servers, Active Directory, DNS, Ethernet networks, network cabling, and devices systems; upgrades and configure modems, disk drives, data acquisition boards, CD ROM units, printers, and other elated equipment.

Responsible for MS Windows Server 2003/2000 Systems installation, configuration, and training for potential customers. Provided in house customer service system training for staff in a class room setting.

Developed and document computer classroom training materials, and instructions. Provided training for new employee in MS Word, Excel and Outlook 2003 to improve job performance.

Provide technical problem resolution to board/system integration test. Support manufacturing test processes for new and sustaining products. Utilized SQL to query and search the database systems for server serial and part numbers.

Maintained and support test stations of over 100 control units including NT 4 PDC/BDC, and DHCP servers.

Performed server devices parts analysis, evaluation, hard disk imaging, W2K, /Linux programs download.

Provided immediate response to pre test/after test operators on any test error. Performed a thorough troubleshooting on each machine and make sure the server is error free. Monitor network system and ensure system is protected from any virus attack.

June 1999 – May 2001 : North Harris Montgomery Community College District – Tomball College, Tomball, Texas

Technology Support Services Administrator

Provided Network systems administration and services for all instructional technology users, including 5 computer laboratories, library, student enrollment, computer testing and assessment Center and media services department.

Supervised helpdesk and media Services, hired and trained computer technicians and Network Analyst.

Assisted faculty and college staff in evaluation, testing, modification, and installation of instructional/application programs. Implement and support tape backup and disaster recovery.

Performed software installation, and network operating system upgrades; maintain campus site licenses for faculty and staff of the college.

Troubleshoot Networks Systems, and applications to identify and correct malfunctions and other operational difficulties. Provided classroom training and technical assistance to faculty and staff in utilization of on-site systems hardware and software including multimedia equipment.

Work with the District Standard Committee, other technical provider and end users to plan, document, implement, monitor, and evaluate LAN related computer system and data security protocols.

Installed and configured Desktop Pentium computers and Network HP printers in five major computer Laboratories.

Configured Windows NT 4 .0 Server as PDC and BDC with RAID 5. Installed DHCP server, configured to lease TCP/IP addresses for Windows 2000/NT4/98/95 clients. Installed WINS, IIS 4, and configured DNS.

Created over 1000 new user accounts, configured and rolled-out over 50 Network printers for a new campus.

Maintained inventory, and purchase records of computing and connective equipment, supplies, software, and hardware documentation. (CISCO Routers and SWITCHES, HUBs, ATM, HP SEVER Machines.)

Evaluate hardware/software equipment for potential adoption, develops bid specifications and solicits bids from vendors to upgrade, and replace college equipment.

October 1997- June 1999: SmithKline Beecham Clinical Laboratory, Houston, Texas.

Operation Systems Analyst

Responsible for Helpdesk Remedy, and telephone switchboard (PBX) Management, PCs, Laptops/Desktops installation, configuration, upgrades, NT4.0 Server Backup, Data Recovery, and User security administration.

Provided technical support for end users of 550+ in a Windows NT 4 /95 and DEC/VAX environment. Prepared

Capital expense request budget. Monitor, support, and maintained over 12 DEC/VAX and NT 4 Servers.

Installed voice/data cable, provided phone mail system setup, support, and hardware/software upgrades. Allocate voice/data port and coordinate the installation of cable by vendors in the Lab and office building.

Install PCs, CRT WYSE, VT520 Terminals, Keyboards, and scanners, Install HP Laser Jet, OKIDATA, tele-printers, Zebra and Eltron Label printers.

Travel to branch offices as needed to setup new equipment, problems troubleshooting, and resolution.

October 1992 - September 1997 : COMPAQ WORKS (NACC) Incorporation, Houston, Texas.

Systems Technician/Quality Assurance

Performed Computer hardware board level component testing, repair and replacement, operating systems/application installation, and configuration on Compaq Desktops and Laptops of IBM compatible systems.

Performed inspection on all Compaq personal computer s and devices for quality control standards and assurance.

Format hard disk, partition, Installed and configured Windows NT, Windows 98, 95, 3.1, and MS-DOS. Trained clients and staff on MS Office software usage (Word, Excel, and Power Point)

Developed operating system courses curriculum, procedures, and classroom practical instructional materials.

Utilized CMA (Course Management Software) for students testing, and final examination.

August 1991 – June 1992: Blackburn University, Carlinville, Illinois.

Data Processing Supervisor (Admissions)

Supervised 21 student workers and staff to support the admissions and administrative office of the president. Developed task procedures and process documentation.

Trained students on data entry procedures and Word Perfect Software program usage.

Responsible for the Switchboard call center and Xerox copier’s machine room maintenance. Managed the alumni fund raising database systems activities using FUNDAL in DEC/VAX and HP 3000 systems.

Supervised and coordinated the Fund raising development office to support the president office.

September 1989-August 1991 : Illinois State, Department of Mines and Minerals, Springfield, Illinois

Accountant Assistant

Assisted with the update of over $6.1m of Federal and State fiscal year grant budget using Symphony software Spreadsheet.

Updated over $3.5 million of fiscal year funded employee monthly payroll projection of four major divisions.

Developed a time keeping database systems to keep track of employee work hours, sick leave, personal and comp time, using Paradox 3.5 relational data base software.

Performed all other accounting and general office duties as required.

References : Available upon request

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