Customer Service Analyst

Olalekan Oladunni – IT/BUSINESS ANALYST

Cell: 317-***-****

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PROFILE

An IT/Business Analyst with experience fulfilling multifaceted roles in IT environment. Has executed multiple IT projects in diverse technology environments with commendable results. Versed in technology risks, and best practices, controls and processes that aligns with IT objectives. Conversant with standards and procedures, and a variety of systems and application. My extensive experience,Technical knowledge and exceptional interpersonal skills allows me to cohesively manage highly complex and multi-faceted project gracefully

CORE COMPETENCIES

Business processes, systems technology expertise

Extremely organized/quick learner

Interactive team player

Effective communication, facilitation and

team-building skills.

Possesses exceptional Interpersonal and written communication skills

Exposure Agile development processes,

Strong written, verbal, and presentational communication skills.

Ability to work independently and make decisions within the scope of responsibility

Exposure to agile development processing.

Integrity and interpersonal understanding

Analyzes problem by gathering and organizing all relevant information

Identifies cause and effect relationships

Determines appropriate solutions

Collects and performs data analysis

Problem resolution skills

Ability to coordinate efforts across multiple teams

Ability to understand and analyze complex business problems in order to define and develop appropriate solution

Experience in Agile/Scrum Management

TECHNICAL COMPETENCIES

Backlog Management in JIRA/TFS

Microsoft applications skills,words excel and outlook

Data entry and experience in SQL

Data analysis and Reporting

Utilizes scanners and printers

Customer Service & Support

Product testing and Backlog story writing

Report writing & Documentation

Ability to identify, install and configure

hardware/software.

Customers focus and relationship building

E-mail/scheduling software applications

Upgrade and Troubleshoot PC's

Troubleshoot Computer Plug and Play devices (Monitor, Printer, Scanner, Power Pack, etc.)

Proficiency in Operating Systems (Windows 8/ 7/10/12/Vista/XP/ 2000/ Me/ 98/95/ MS -Dos) 2010

Configure and Solve LAN problems both

Wired and Wireless Attention

Business Planning and Management

Process Mapping

EDUCATION & CERTIFICATIONS

My Computer Career, Indianapolis, IN Graduated: 2018

Information Technology System Administration

CompTIA Linux+ Certified

Certificate #: COMP001021374583 Issue: 2019

CompTIA Server+ Certified

Certificate #: COMP001021374583 Issue: 2019

Delta State University – Abraka – Nigeria

Bachelor of Science Degree in Accounting – Bsc Graduated: 2002

PROFESSIONL EXPERIENCE

FN FINANCIAL SERVICES– Indianapolis IN -

IT/BUSINESS ANALYST 2014 - Todate

• Execute the information system audit and advisory for all technology operational compliance and system development related audits.

• Facilitates the definition and development of stories with the product owner and SMEs to meet the business needs.

• Facilitate business process mapping and business stakeholder requirement gathering sessions.

• Experience writing SQL to query and validate test results in a database

• Identify and assess technology and business risks and make recommendations that support business objectives.

• Maintains product backlog and refines stories every sprint.

• Advanced skills with modern Business Intelligence technologies and tools including Alteryx, Tableau, SQL, .NET, or similar

• Serving as liaison between departments and technical teams to identify, analyze, and gather business requirements.

• Conducting interviews to gather user requirements via workshops, questionnaires, surveys, job shadowing, workflow storyboards, use cases, scenarios, and other methods

• Collaborating with project managers and project sponsors to refine project scope and vision

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• Provided status on NetFor tickets and support SEM and staff Implementing recommended solutions.

• Executing fieldwork, testing the controls to validate testing criteria, note and document deficiencies and exceptions.

• Review and test operational controls and infrastructure security.

• Creating NetF or Ticket status and resolutionsfor the clients

• Advanced MS Excel, MS Access, relational database, SQL and PC skills.

• Ability to build, develop and implement appropriate technical solutions to address business needs.

• Comprehensive experience analyzing and solving business situations.

• Experience presenting information to diverse audiences including senior leadership

• Maintain emails and correspondence with timely manner.

• Helped to reduced volume of calls to help desk and command centers.

• Used pulse surveys to capture insights and feedback on changes across people, process, and Technology.

• Resolved end users knowledge and skills gaps.

• Coordinates regular testing with IT, Business Stakeholders, and Vendors to ensure DR/BCP plans to ensure results meet business continuance and disaster recovery planning requirements.

• Evaluates vendor contracts to ensure service level agreements meet business continuance and disaster recovery requirements.

• Processing compliance tasks and non-standard requests.

• Training End user with the new system compliance

• Received calls through Zoom call and Skype to assist client resolves issues.

• Scheduled meeting with the SEM and state workers.

• Maintain emails and correspondence with timely manner.

• Helped to reduced volume of calls to help desk and command centers.

• Used pulse surveys to capture insights and feedback on changes across people, process, and Technology.

• Resolved end users knowledge and skills gaps.

References available upon Request

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