Management System

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NKWOCHA PEACEMARK UCHECHUKWU

Tel: 424-***-**** / 310-***-****

Email: ************@*****.***

DESKTOP/TECHNICAL SUPPORT PROFESSIONAL

. Professional with 10+ years' experience in telecommunications and

information technology management.

. Strengths in organization, written and oral communication, technology,

project management, critical thinking, troubleshooting, problem analysis

and resolution, customer services, and personnel management/training

skills.

. Proactive self-starter known to initiate process and system improvements

to increase system stability and staff productivity.

. Support of critical systems in 24/7 production environment.

. Extensively utilized Remedy to record and track issues.

. Adept at all stages of project lifecycle, from business requirements and

technical definitions to testing, documentation, production support,

training and completion.

Professional Certifications

Oracle Database 9i Administrator Certified Professional (OCP)

Information Technology Infrastructure Library (ITIL V3)

Sun Certified System Administrator for Solaris 10 OS (SCSA)

Education

Bachelor of Engineering (B.Engr.) - Computer Science and Engineering

Enugu State University of Science and Technology 2002

Enugu, Nigeria

Technical Skills

. Knowledge of environmental laws, occupational safety and energy policies

. In-depth IT industry knowledge with capabilities of working with the

infrastructure and application team, using own initiative for

identifying users' needs and to work with users for any required IS

support

. Research data collection and analysis; report writing

. Over 5 years of experience in Information technology spanning planning,

development, testing and integration of both hardware and software

solutions that fulfill organizational business objectives..

. Monitored Tablespace size, resizing Tablespace, relocating data files for

better disk I/O.

. Good knowledge of MySQL and Oracle Database running on Solaris and

windows platform

. In-depth knowledge of and experience in major operating system such as

MS Windows ME/NT/2000/2003/2008/XP/Vista/7,Solaris,Linux

. Working knowledge in Wide Area Network and Local Area Network

. Adequate knowledge of hardware and software installation and maintenance

. Proficiency in using Microsoft office Suite, Microsoft Visio

Professional

. Skillful in telecommunications billing application management and

maintenance (OSS/BSS)

. Billing systems (corporate & retail billing, interconnect billing).

. GSM network interfacing applications(provisioning, pre-paid management

systems)

. Working knowledge of Microsoft Active Directory

. In depth knowledge of IT and the IT infrastructure

. Management training in terms of planning, operating, leading and

controlling

. Advanced project Management skills

. Technical experience in remote support

. 5 years Enterprise End User Computing experience

Languages PL/SQL, Report,

Operating Systems / Windows 95/98/ME, DOS, Windows NT/2000/XP Pro Windows

Platforms 2003 Server, Unix,

RDBMS Oracle 9i/10g, SQL Server

Management Tools BMC Patrol, Remedy, TeamViewer, Netview, Remote Desktop

Connection, Win XP Remote Assistance, VMWare Virtual

center,

IDE TOAD, SQL*Plus, MS Visual Studio, Macromedia Dreamweaver,

SQL Developer

Experience

May 2009 - March 2014 MTN Nigeria Communication, Nigeria

Technical Application Support Specialist

. Maintained interface with all Business units: Revenue Assurance,

Finance, Marketing and Customer Relation

. Install New users and applications

. Performs general technical support, and troubleshoots on desktop

systems software and hardware.

. Document incident reports to Remedy to be forwarded to support group

for resolution and ensure timely resolution of all incident logged.

. Provided 24/7 urgent on call support for the business user.

. Daily routine monitoring and Health checkup of the OSS system

consisting of checking (Internal alarms, database table usage,

abnormal process terminations, File system size, Online Backups, load

on servers, alarm buffer, core files, ND reports)

. Worked as a System Administration, Checking, analyzing and resolving

day to day problems in OSS faced by the Performance, Fault and

Configuration management teams

. Worked with INTEC (vendor) in the Mediation platform

. Worked with the MDA vendor (Lavastorm) in the FMS and RA system

. Optimized end-to-end Revenue Assurance / Fraud Management System

Strategies and Implementation

. Ensured smooth running of all Revenue Assurance and Fraud Management

Systems

. Conducted regular systems health checks and ensure adequate support

procedures are put in place to facilitate business needs

. Prevented, detected and recovered revenue leakages

. Leveraged Revenue Assurance and Fraud Management System applications

to oversee the processing of the data from network elements with

applications such as Single View, PPMS, voucher server and MSC files

etc

. Collaborated with functional staffs to ensure quality standards are

met.

. Trained business personnel about Revenue Assurance controls within

daily operations

. Provided multiple, intuitive presentation techniques that are

incorporated into the application framework to allow users to view the

output of analytics.

. Successfully supported live use of application to our internal

customers

. Maintained SLA between all the business stake holders.

. Involved in all projects within the information system service

delivery team

. Reviewed Daily issues on Network platform and product launch

. Ensured all Revenue assurance and fraud management system activities

align to the general Information System metrics.

. Managed project implementation of new fraud management system, Revenue

assurance application deployed by vendors.

. Managed and distributed functions and activities in the area of Daily

operational tasks: DR, housekeeping, fraud management system upgrade

and Extraction and daily task of fraud management system and revenue

assurance call detail records for fraud management system and revenue

assurance.

. Managed all activities the area of fraud and ensure that all

outstanding issues are sorted with Network Group, Revenue Assurance

and Subscriber Fraud Unit

. Managed all testing and deployment of upcoming products in relation to

all services in the MTN application environment and activities.

City Business Computers - (January 2009 - April 2009)

Desktop System Support

. On Site support (Administrator) on Solaris Operating System for

client.

. Excellent interfacing rapport and communication with C-Level

management and non-technical end users.

. Carried out server monitoring particularly early in the morning and

generating report daily, based on the observation.

. Computer site planning and customer technical support services.

. Setup of replication systems between the clients Head office and the

DR site for failover.

. Installation and Maintenance of Solaris Operating System (UNIX O/S).

. Oversee the daily running and maintenance of the installation made on

the customers site.

. Ensured that preventive maintenance is regularly performed on network

servers.

. Prepared a well-documented monthly report of activities carried out at

the site.

. Drafting of approach documents for users based on business, technical

and systems strategies.

. Developed solutions to support strategy

. Proactively monitored, identified, isolated and resolved server

problems to avoid impact on the business

. Created processes and procedures to manage the environment

. Ensured that operational delivery of system outputs are met

. Developed projects in line with SDLC process

. Drafting the approach documents for information management and

enterprise resource planning based on business, technical and system

strategies

. Ensured maximum efficiency of departments service delivery

. Development and implementation of technical solutions

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