Management Customer Service

Professional Profile

I am currently a Business Support Analyst with Shell, working in the Shell

FuelSave Partner Business Team. Prior to my role in Shell, I worked in

Information Services in the Dreadnought Library, University of Greenwich in

London for 9 months, and I was a Network Performance Analyst in Suburban

Telecom for 2 years. In all my roles, I have gained extensive experience in

data analytics (proficient in using MS SQL, SSAS, and Excel), change

management, operations management, B2B and B2C process improvement, data

modeling, Document and Content Management using SharePoint, requirement

analysis, the SDLC process, agile project delivery, customer analysis,

customer relationship management, and UAT.

Work Experience

October 2012 to present Shell International

Business Analyst Limited, 40 Bank Street,

E14 5NR, London, United

Kingdom

I am currently working as a Subject Matter Expert (SME) in the Business

Team of Shell FuelSave Partner. Shell FuelSave Partner is an online Fuel

Management solution for commercial transport fleets; the system links Shell

fuel card transactions, and that of other 3rd party card transactions, with

vehicle and driver data. My role in the business includes the following

tasks:

. Management and Analysis of Shell FuelSave Partner Salespipeline data.

. Management and Analysis of the Shell FuelSave Partner customer invoice

data for the 13 EU countries that Shell FuelSave Partner operates in.

. Collation, profiling and analysis of customer data.

. SME focal point for SQL queries in order to extract data from our SQL

database via Open Database Connectivity compliant applications - in

this case Microsoft Excel.

. Analysis of vehicle data quality in order to develop and update a

matrix of vehicle types that can be admitted into the Shell FuelSave

Partner system, and also to determine what type of service to provide

different vehicle types.

. Management of the telematic system ordering and installation processes

for the Shell FuelSave Partner business. This also includes the

management of the Business-to-Business and Business-to-Customer

processes for vehicle admission, telematic system ordering, and

installation; this involves change management (data, cultural, and

business).

. Analysis of faulty telematic data, and the production of a weekly

faults report to enable a proactive approach to resolving telematic

issues, even before the customer notices them.

. Ticket data analysis to identify defect trends in the system, and

categorize the defects in terms of severity, priority, and possibility

of a solution.

. Collating and analyzing stakeholder requirements, and examining and

proposing Change Requests and Service Improvements to the system.

. User Acceptance Testing (UAT) of fixes, new functionalities, and

wholly new systems pre-deployment, during deployment, and in

stabilization.

. User Account Provisioning, employing both Discretionary and Workflow-

based account provisioning.

. Document and Content Management using Microsoft SharePoint.

. Providing 2nd Level Support to the Sales Support Team (1st Level

Support) and the Customer Service Team on system issues and customer

queries; this also involves Knowledge Transfer via system

documentation.

.

September 2011 to June 2012 University of Greenwich,

Library Attendant Maritime Campus, Old Royal

Naval College, Park Row, SE10

9LS, London, United Kingdom

. Maintaining resource records and user records in the library database

using the Talis Alto Information System

. Analyzing seasonal library usage

. Providing specialized support and assistance to internal and external

customers, to ensure they maximize their use of resources, especially,

IT resources.

December 2008 to November 2010 Suburban Telecom, 30

Network Engineer/Performance Analyst Blantyre Street Wuse 2,

900288, Abuja, Nigeria

I worked in Suburban Telecom at the time when it was the Premier SAT 3

(South Atlantic 3: The first underwater optic fiber cable linking Africa to

Europe) service provider in Nigeria. My role in the organization included

the following tasks:

. Ticket Analysis

o Analysis of ticket data in order to aid fault prioritization by

Management and the operations team prioritize.

. Monitoring Tool and Ticket Data Reconciliation

o This involved the extraction of downtime data from monitoring

tools, particularly the Passler Router Traffic Grapher (PRTG),

and reconciling the extracted data with Ticket data. A report

was produced afterwards for invoicing purposes.

. Fuel Consumption Analysis

o Analysis of fuel consumption by generators in POP's (Point of

Presence) and Base Stations (BS) in the Network. This analysis

and report, which was produced daily, helped Management

understand fuel consumption behavior of POP's and BS's, grade

generator types, detect fraud, and gauge the reliability of

public power supply.

. Requirement Analysis and UAT

o This involved the stakeholder analysis and requirement gathering

in the Requirement Analysis phase of the Tata NMTP (Network

Monitoring and Troubleshooting Platform) software development

project. I also carried out UAT (User Acceptance Testing) when

the product was completed.

Education

. Master of Science in Information Systems Management with Distinction,

University of Greenwich, London, January 2011 - March 2012

Courses Grades Courses Grades

Data Architecture Distincti Internet and Web Technologies Distincti

on (Open Source) on

Internet and Intranet Distincti Project Management Merit

Technologies (Enterprise on

System)

Audit & Security Distincti Information, Methods and Culture Merit

on

Web and Intranet Content Distincti Systems Planning and Management Merit

Management on

. Bachelor of Engineering (Second Class Honors) in Electrical

Engineering, Ahmadu Bello University, Nigeria, December 2000 - May

2008

. Senior Secondary Certificate, Zamani College, Nigeria, September 1994

- June 2000

Skills

SQL Server Analysis Services, SQL Server Management Studio, Microsoft

Visual Studio (ASP.NET), Micorsoft Excel, HP Quality Center, Microsoft

SharePoint, Entity Relationship Diagrams, PHP, CSS, JavaScript, Microsoft

Access, MySQL, HTML, UML, DFD, BPMN, Use Case Analysis, IT Audit, SDLC,

DSDM.

References

Available on request

Contact this candidate