Project Customer Service

WILLIAM N. ODOI ***** KEILLER TERRACE

ASHBURN, VA 20147

WORK PHONE: 703-***-****

CELL PHONE: 571-***-****

*******.****@*****.***

OBJECTIVE

A well organized and highly motivated person with proven leadership skills eager to

make a career in Business Information Systems.

PROFESSIONAL EXPERIENCE

APPLICATIONS ANALYST & SHAREPOINT ADMINISTRATOR - FELD ENTERTAINMENT INC. (2011 -

DATE)

SharePoint Administrator: Administering all the company's 4 SharePoint Farms (2003,

2007, 2010, 2013) and supporting over 2200 users.

Creating and training users. Also includes troubleshooting escalated end user issues.

Creating sites and setting appropriate permissions per business unit requirements.

Developing some custom solutions with FrontPage, SharePoint Designer, and InfoPath.

Performing farm level tasks like site collections monitoring, Back Ups and Restores,

WebApplications and site collection security configuration, Powershell scripting

(SharePoint 2013), Archiving, Testing and deployment of third party web parts from

companies like Bamboo, Axceler (Now MetaLogix) etc.

Setting Up and Managing Active Directory Security groups.

Enforcing SharePoint governance guidelines and best practices.

Reviewing system resources/configuration and putting in place the necessary

adjustments to ensure optimal system performance at all times.

Currently in the process of configuring FELD Entertainment's SharePoint 2013

Environment.

Lead cross-functional role on the Applications Analyst team supporting a variety of

software applications including OpenText Media Manager, Lawson, Concur Expense/Travel

and other home grown custom solutions like EIS - Engagement Inventory Systems, AMOS -

Automated Marketing Material Ordering System, APImaging, iSeries/WM (IBM's AS400

Platform), MHC Document Express.

Training business unit heads in the use of these software applications; this includes

developing training guides and support processes to fulfill the needs of our very

diverse user groups. I work closely with our helpdesk to create support scripts,

monitor issue types and develop plans to facilitate the timely resolution of pressing

application issues and software bugs.

Technical role: Creating customized metadata models for our DAMS applications.

Dealing with two software vendors in managing minor system upgrades and patches to

production environments.

Tier 2/3 escalation point: Direct 1-on-1 troubleshooting with end users.

Major Projects

Project Lead, AMEX Transmission Encryption (using PGP Encryption): This project

automated a previously manual process and encrypted sensitive customer information to

and from American Express. I led a team of six people and successfully completed the

project two months ahead of schedule.

Reviewing and creating a new process for APImaging - this included working with

DataBank to create a new and a more reliable process for updating check images for

the company's Accounts Payable department.

Managed the successful deployment of the latest version of our DAMS application and

getting our marketing services team ready ahead of time to begin using the

application.

Currently pursuing an InQuestra Business Systems Analyst certification (BSAC).

APPLICATIONS ADMINISTRATOR (LEVEL II) - EXOSTAR LLC (2006 - 2011)

(Started at Level I and was promoted to Level II within three months)

Scheduling, monitoring and providing live technical support for e-auctions run by

Lockheed Martin, BAE Systems, BOEING, Rolls Royce and Raytheon in the company's

SourcePass application.

Tier two technical support: Troubleshooting customized eCommerce and eCollaboration

software solutions developed for our customers. These solutions include ForumPass (MS

SharePoint 2007), Federated Identity Service, Lockheed Martin's Trading Partner

Registry, SecureForms, Exostar's Managed Access Gateway and SourcePass. This involves

direct troubleshooting with our customers through phone and Webex Meetings. I was the

go-to tier-2 person for issues on the applications listed above.

Creating and reviewing support processes for new product releases and effectively

communicating with team members regarding established processes.

Preparing monthly customer facing Service Level Agreement reports for key persons

within the user groups.

Formally training customer service representatives on new product releases and key

features of the applications.

Assisting our customer support department in the creation of call scripts and mapping

out of support processes.

Creating and running SQL Server queries to extract reporting data from our ePass

database for some of the company's key clients.

Major Projects

Project Lead, Lockheed Martin Hotels Event, 2007: Planned, executed and managed all

phases of this project for the year. This included training about 380 suppliers,

setting up and monitoring live auctions for the main event. This project received an

A+ recommendation from the client.

PRODUCTION SUPPORT ANALYST- TELARIX, Inc. (2005 - 2006)

Single handedly run and managed the company's Offer Management Services (OMS)

Uploading and monitoring rate sheet uploads into web based production systems for

global Communication giants like Global Crossing and T-Systems.

Running and submitting Operational reports on a daily basis.

I created a formal user manual for this service.

Production Support Analyst: Roles included identifying and triaging potential bugs in

clients' Production environments and forwarding findings to development team for

fixes to be prepared and subsequently applied. Typical roles with these production

environments included -

Running traces and evaluating SQL profiler results.

Dealing with access problems to Production and Staging environments.

Application of patches/bug fixes to production environments after successful testing

on staging environments.

Carrying out and monitoring standard database operations like creating backups for

databases, tables, and stored procedures.

Dealing with clients on a daily basis on problems with the company's iXTools products

and proactively following through to development to have serious problems fixed and

in a timely fashion.

Constantly monitoring clients' production environment and keeping track of

significant changes that may cause problems or affect their stability.

Informal training of clients in the use of the company's software suite.

Preparing monthly reports and meeting with key client contacts to discuss any major

problems users may be

having with the software suite.

Discussing feature requests with clients and informally advertising new features of

software to enhance the capacity and increase productivity of software suite.

OFFICE ADMINISTRATOR &

DIRECTOR OF INFORMATION SYSTEMS - LEGAL RESOURCES CENTRE (2003-2005)

DIRECTOR OF INFORMATION SYSTEMS - LEGAL RESOURCES CENTRE (2003-2005)

Designed and maintained the organization's Common Document System.

Web based application designed for sponsors, executives and members of staff of the

organization. This portal carries information about all the activities of the

organization.

Trouble shooting problems with working pc platforms - Windows XP Professional,

Windows 2003 Server, Windows 2000, Windows Me, Windows 98.

Developed and maintained MS Access databases for the organization's records and

activities.

Provided training to the ICT needs of staff: Acquiring, installing and training

people in the use of MS Word, MS Excel, MS PowerPoint, MS Visio, MS InfoPath.

Developed the Information and Communications Technology strategic plan for the

organization.

Provided ICT technical support to all members of staff of the organization including

functional directors.

Directly responsible for maintaining of the ICT systems and equipment in the highest

possible quality and care; this included acquiring, loading, installing new

computers, system upgrades and peripherals.

OFFICE ADMINISTRATOR - LEGAL RESOURCES CENTRE (2003-2005)

Overseeing upgrades and improvements to office interior and exterior.

Dealing with phone and Internet companies.

Dealing with landlord and rent issues.

Recruiting undergrads and research students to part take in the center's

International Human Rights Internship Program.

IT CONSULTANT AND STATISTICIAN - LEGAL RESOURCES CENTRE, ACCRA (2001-2004)

Maintaining the ICT systems of the organization.

Recommending ICT equipment and infrastructure for the organization.

Developing sample survey implementation plans for the organization.

Graphically analyzing results and preparing statistical reports.

ASSISTANT MARKETING OFFICER, TALENT MEDIA CONSULT-ACCRA (1998-2000)

Prospecting and maintaining customers, handling customer grievances and service

complaints.

Assessing and monitoring customer creditworthiness, monitoring approved credit

balances on credit sales and company guaranteed bank overdraft facilities.

Monitoring product and service performance and market patronage.

Market research and monitoring competitor activities.

OTHER PROJECTS

LEAD STATISTICIAN AND IT CONSULTANT

Consulted for the Ghana Tax Culture Project (2005); project was sponsored by the

German Technical Cooperation (GTZ).

ASSOCIATE STATISTICIAN AND IT CONSULTANT

Consulted for the Ghana Land Administration Project (2004); project was sponsored by

the World Bank.

ASSOCIATE STATISTICIAN AND SURVEY OFFICER

A survey on Subvented Organizations and Domestic Violence in Ghana (Survey in the

Kumasi metropolis) (2003); project was sponsored by the United States Agency for

International Development (USAID).

EDUCATION

KWAME NKRUMAH UNIVERSITY OF SCIENCE AND TECHNOLOGY, KUMASI (1999 - 2002).

Major Courses: Business Management, Communication Skills, Optimization, Sample

Survey, Quantum Mechanics, Complex Analysis, Linear Programming, Visual Basic,

Differential Equations, Topology, Analysis, Real functions, Discrete Mathematics,

Statistics, Regression Analysis.

Awarded BSc. Hons. Mathematics in 2002

ACHIMOTA SECONDARY SCHOOL, ACCRA

Major Courses: Physics, Chemistry, Mathematics, English.

Graduated with distinction in 1997 (Senior Secondary Education)

Awarded West African Examinations Certificate for Senior Secondary Education

SPECIAL COURSES TAKEN

Microsoft SharePoint Server Administration (Learning Tree)

Network + Certification Training

A+ Certification Training (2006 Objectives)

SQL Server 2003

Visual Basic

VOLUNTEER EXPERIENCE

Volunteered as a pupil teacher at Rising Star Preparatory School, Teshie-Accra after

graduating from secondary school. (1997-1998)

Volunteered to help researchers compile a report on Muslim family law in Ghana.

(2000)

Volunteered to help administer questionnaires and prepare a report for an HIV/AIDS

research project in Ghana. (2001)

OTHER SPECIAL SKILLS / TALENTS

A proficient user of the Microsoft Office Suite (MS Excel, MS PowerPoint, MS Word, MS

Access, MS Visio, MS InfoPath, MS Outlook, MS SharePoint, MS FrontPage).

Leadership and management skills acquired during my years at school and work

experience.

A team player. Able to manage crises and adapt to dynamic situations.

Disciplined work ethic, goal oriented, hardworking and capable of solving problems

even under pressure.

Always ready to put in extra hours to achive organizational targets and goals.

PROFESSIONAL REFERENCES

~ To be provided upon request ~

Contact this candidate