Engineer Customer Care

ADESOLA AYODELE

Chicago, IL C: 309-***-**** *******.*******@*****.***

Core Competencies

Business & Data Analysis, Process Development & Improvement, Requirement Gathering, Proof of Concept (PoC), Demo Presentation, Technology and Cloud Solutions, Relationship Building and Management, Customer Relationship Management Systems.

Experience

CBIS, Chicago, Illinois, United States

Information Technology Business Systems Analyst 2020

Evaluated business processes, anticipating requirements, uncovering areas for improvement while developing and implementing solutions.

Interacted with system architects and developers to ensure systems were properly designed and implemented.

Gathered, documented and analyzed business needs and requirements.

Collaborated and worked with a team of 5 end users to ensure that data and reports built met their business needs.

Recommended controls by identifying problems and writing improved procedures.

Interacted with business stakeholders and subject matter experts in order to understand their problems and needs.

Managed the Azure Infrastructure and collaborated with Vendors to mitigate cyber risks.

Reviewed and managed the information security and compliance documentations.

Informatica, Austin, Texas United States

Pre-Sales Operation Support(Pre-sales Engineer) 2018 - 2019

Prepared, remotely presented and conducted presentations leveraging the Informatica Intelligent Cloud Services (IICS) Platform.

Evaluated business processes, anticipating requirements, uncovering areas for improvement while developing and implementing solutions.

Gathered critical information from meetings with various stakeholders and producing useful reports.

Provided remote assistance with customer evaluations and prototyping solutions with Informatica’s Cloud Data Integration and Cloud Application Integration offerings.

Performed user acceptance testing on different cloud products.

Used salesforce CRM, zendesk and salesloft to pull in customer data so as to improve automation of everyday tasks, information organization and customer service.

Involved in the design and modification of business systems.

IBM, Chicago, Illinois, United States 2015 - 2018

Information Technology Specialist (Pre-sales Engineer)

Attended and assisted team during daily stand up calls with developers and system architects so as to ensure client requirements were properly gathered.

Collaborated with stakeholder groups across the organization to ensure business and technology alignment. Proposed solutions meeting defined specifications and needs.

Used Jira, Bitbucket and Git for code source control and while building user stories when delivering projects.

Performed quality assurance, system integration and user acceptance testing facilitating on-time, on-budget and acclaimed “go-live” of enterprise implementations.

Implemented Design thinking processes and built empathy maps so as to ensure that systems were properly designed, delivered and implemented to client.

Provided executives with analytics and decision-support tools used as the basis for reorganization, consolidation and relocation strategies.

Partnered with developers to automate manual processes, saving time and money while decreasing errors. Credited as a primary driving force behind a 5% increase in margins.

Interacted with system architects and developers to ensure systems where properly designed and implemented.

Created tables, migrated data from on premise to cloud and improved database performance through performance tuning on DB2 and IBM IIAS (IBM Integrated Analytics System/Sailfish).

Data warehousing using DB2 Warehouse and DB2 Warehouse on Cloud and used IBM fluid query data connector to query multiple data sources.

Performed regular bi-weekly database health checks for Netezza customers in the Midwest region.

IBM, Marlborough, Massachusetts, United States.

Information Technology Specialist Intern 2015

Studied and analyzed the IBM cloud services, data governance catalogue systems proof of technology and concepts.

Organized presentations and demos on a weekly basis of different IBM cloud services (dashDB, Cloudant and Bluemix) to 3 Managers, 2 Business Unit Executives and 3 Mentors.

Performed data analytics using -R in a DashDB environment.

Data warehousing, JSON storage, query testing with postman using IBM Cloudant.

Defined project requirements by identifying project milestones, phases and elements, forming project team, establishing project budget.

Created tables and SQL queries within an IBM dashDB environment, used Big SQL and Big Insights to create tables, run queries and perform data analytics in a Hadoop environment.

Built a web tool that connects to Watson Analytics and stores the Data in a database.

Illinois Institute of Technology, Chicago, Illinois

Real –Time Communications Lab

Support Analyst

2015

Managed the VOIIT Lab network with the network monitoring system.

Installed and managed PF SENSE firewalls in the VOIIT and RTC Labs.

Installed, managed and supported Linux, Fedora, CentOS, Ubuntu and OpenSUSE Virtual Machines.

Determined and executed changes to hardware, software, applications or systems.

Installed, configured and supported the VOIP user agents and clients.

Installed and managed Network attached storage (NAS) and Storage area network (SAN).

Etisalat

Retail Business Systems Analyst

2014

Identified and resolved client queries related to Network, products and services using OpenCMS.

Documented the functional and, sometimes, technical design of the system.

Helped test systems and create system documentation and user manuals.

Queried databases to generate customer reports so as help customers calculate monthly spend.

Built postpaid lines, assisted clients in ensuring that best products and services were provisioned on lines.

Provided outstanding and accurate answers for questions asked on multiple Etisalat products, services and devices.

Maintained user confidence and protect operations by keeping information confidential.

Improved systems by studying current practices and designing modifications.

Etisalat

Customer Care Analyst

2012

Assisted clients by providing remote technical assistance on products and services.

Developed and maintained relationships with clients.

Identified and resolved client queries using TABS (Telecommunications Application Billing System).

Determined operational objectives by studying business functions, gathering information, evaluating output requirements and formats.

Conducted insightful, ad hoc analyses to investigate ongoing or one-time operational issues.

Education

Illinois Institute of Technology, Chicago, IL

M.Sc., Information Technology and Management

12/2015

Programming, Certifications & professional training

Languages: Java, Python, SQL, Linux and PL/SQL

Certifications: IBM Analytics Platform Foundations, IBM Watson Data Platform Foundations,

Azure Fundamentals, Azure Security Fundamentals, Azure Security Engineer Associate, OpenStack Essentials

SSCP(In View), CISSP (in View)

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