Aliu Ishola, WAHAB

Information Technology Services Specialist

**** ********** **

Baltimore, MD 21215

ad0l50@r.postjobfree.com

EXPERIENCE

Information Technology Services Specialist

U.S. Sedan Service Worldwide · USA. October 2021 - Present

● Recorded requests, incidents, and status information using ServiceNow, ensuring that all relevant data was captured accurately and efficiently.

● Proactively maintained communication with callers through analysis and resolution processes, particularly in difficult customer situations, providing a high level of customer service

● Supported implementing and deploying internal business systems and solutions, contributing to the successful launch and adoption of new technologies and tools.

● Provided daily remote support using Bomgar and Microsoft Teams, leveraging these tools to troubleshoot technical issues and provide timely solutions.

● Maintained and configured user accounts with Active Directory, EAI, RSA Secure ID, and Cisco Anyconnect, ensuring that user access was up-to-date and compliant with security policies.

● Installed and uninstalled software remotely using the Invanti management software system, streamlining the software management process and reducing manual effort.

● Collaborated with other IT teams, including infrastructure, security, and application support teams, to resolve complex technical issues and support business initiatives.

Infrastructure Specialist

Oxdit Technologies · Calgary, Canada. August 2018 - October 2021

● Acted as a single interface for the Delivery Teams interacting with the Customer/the Service Delivery Manager for infrastructure.

● Implemented relevant policies and standards, including compliance against security policies.

● Installed and customized Linux servers.

● Administrated and monitored the diverse IT system landscapes.

● Planned and performed necessary maintenance work on the IT system landscapes.

● Worked on Ticket support for 2nd level support.

CORE SKILLS

● IT Service Management

● Customer Relationship

Management (CRM)

● Customer Support and

Services

● Conflict Resolution

● Interpersonal Skills

● Project Management

● Planning, Budgeting and

Forecasting

● IT Strategy

● Risk and Compliance

● Business Process

Improvement

● Portfolio Management

● Program Management

● Vendor Management

● Change Management

● ServiceNow

● Ticketing Support

● Customer Research

● On-Call Support

● Stakeholder Mapping

● Continuous Process

Improvement

SOFT SKILLS

● Good Communication

● Problem-Solver

● Teamwork

● Consistency

● Attentive and Focused

LANGUAGES

● English

● Yoruba

● German (Business Level)

● Acted as a safeguard for the operational tasks to be successfully managed along the contract lifecycle.

● Attended service reviews and undertook the appropriate actions.

● Supported (the creation and validation of solutions) for limited up-selling within the dedicated scope.

● Gained an understanding of the customer organization, contract content, business context and priorities.

● Acted as 1st level of escalation for tower-specific technical teams for all services in scope.

● Evaluated and managed internal customers’ requests.

● Drove and ensured completion of Service Acceptance, technical validation and handover processes for a new scope. Information Technology System Support

Pebbles Digital · Lagos, Nigeria. May 2016 - August 2018

● Managed and administration of our virtualization environment

(VMware), high-performance cluster (grid engine) and networks

(VPN, firewall, customer connections, Wi-Fi)

● Supported and administrated our Linux servers

● Designed and implemented customized solutions for complex use cases

● Supported the service desk as part of the 2nd level support.

● Provided architecture and configured secure VPCs in AWS, including peering of VPC networks

● Analyzed and resolved conflicts related to the merging of source code for GIT.

● Designed, developed, automated, deployed, scaled and managed both private and public cloud environments

● Optimized and developed IT systems & suggested improvements

● Researched and evaluated new technology solutions

● Configured Application Life Cycle Management (ALM) tools like JIRA and Confluence to track the progress of the project

● Created and maintained fully automated CI/CD pipelines for code deployment using Jenkins to reduce human error and speed up production processes by 40%

EDUCATION

Olabisi Onabanjo University, Nigeria.

B.Sc. Labor and Industrial Relations

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