WILFRED OTOBOR

770-***-**** • adwddn@r.postjobfree.com • https://www.linkedin.com/in/wilfred-otobor-077b936

Technical and Professional Skills

Experienced IT professional with expertise in Software Development Life Cycle, deployment and technical support, quality assurance, and DevOps tasks. Good understanding of data source extraction to consumption reverse engineering, analysis, and monitoring triage

Strong, broad technical troubleshooting skills including analysis of logs, trace files, and diagnostic results

Software stack experience: Windows Server (2005, 2008, 2012), MSSQL Server (2008, 2012, 2014), Apache Tomcat (6, 7, 8), and Citrix XenApp, VM Cloud Director

Certificates, encryption, and keystores: OpenSSL, GPG, and KeyStore Explorer

Diagnostic tools: PerfMon, Wireshark, Process-Explorer, Port Listener, grep and PowerShell

Monitoring platforms experience: Salt Stack

Ticketing platforms: Jira, Salesforce, ServiceNow and Rally

Development platforms: MS Visual Studio, MS Visual Web Developer, Eclipse, and MSSQL Server

Automation: Windows Task Scheduler and Batch files

Interpersonal Skills

Ability to communicate effectively with team members, leadership, personnel from other departments, and customers including those without technical backgrounds

Proven ability to learn new concepts and adapt quickly

Exceptional problem solving, sound decision-making capabilities, recognizing alternate solutions, and confident making accurate decisions coupled with excellent communication and interpersonal skills. Extensive experience managing multiple and concurrent projects/tasks.

Consistently called upon to drive triage events towards resolution in high profile, high impact, customer facing situations

Effectively evaluate and prioritize critical issues, projects, and deadlines

Writing Skills

Experience creating multiple user documents, wikis, user guides, and other technical writing documents

Experience with entire MS Office application suite

Extensive experience documenting, compiling business and functional requirements, communicating effectively with management, deployment/implementation, SA, R&D, and QA teams and other stakeholders

Employment Experience

NICE/Nexidia Atlanta, GA

DevOps Operations Engineer (Tier1 Critical Accounts) 07/2016 – Present

Primary escalation resource for data gap analysis, data loading bottleneck, and troubleshooting for all tier one clients

Debug and triage data processing break points from extraction/source point to consumption. Tasks such as regular workflow scripts review, analysis, and modification

Lead team wide initiative to provide direct feedback and suggest improvements to application development team in-regards to client user experience

Diagnosed, document, and repaired bugs and added features in existing legacy proprietary software

Create SQL scripts, functions, and stored procedures to improve implementation team efficiency

Work with priority clients directly to troubleshoot and resolve issues

Create documentation on various processes to add to overall team knowledge

Support other team’s engineers in their go-live deployment projects

NICE/Nexidia Atlanta, GA

DevOps Operations/Tier3 Application Engineer 12/2012 – 06/2016

Responsible for debugging and triaging data processing break points from extraction/source point to consumption. Tasks such as regular workflow scripts review, analysis, and modification

Served as escalation Engineer when level 1 and 2 resources cannot resolve reported issues

Used MS SQL (mostly) and Oracle daily for data analysis, process flow monitoring, ad-hoc reports creation and analysis for management team.

Worked on in-house server maintenance activities such as: disk space issues and allocation; system performance triaging.

Maintained Oracle and MSSQL databases. Perform tasks such as database backups, restore, shrink, performance tuning, log review, job scheduling/troubleshooting. Write maintenance and Index rebuilds scripts

Coordinated with IT Server and Security Teams on new account(s) deployment and setup

ABB Ventyx Atlanta, GA

Technical Application Specialist 09/2011 – 11/2012

Provided complex tier one technical support for multiple custom application to a global client base. This entails thorough analysis, troubleshoot, and resolution of reported issues through web portal (Sales Force) or escalated through phone call from support specialist and email.

Coordinated with the Professional Service Organization and the development team to work on enhancements, onsite patches, bug fixes and the delivery of updated code packages. The functionality fixes are deployed and tested in the dev environment before being sent to clients.

Provided, coordinated, and documented scope for functionality enhancements, patches for bug fixes and defects to product development and product management team.

Conducted Oracle database migration to upgrade/update client database schemas

Executed and analyzed performance script to troubleshoot database performance degradation on client server. Performance degradation troubleshooting is done coordinating with both internal and client DBAs.

MEDA Pharmaceuticals Inc. Marietta, GA

Sales Automation Analyst 10/2009 – 09/2011

Lead the Sales Operations team that implemented a comprehensive automation system for managing and reporting all field Sales Reps operations. With the deployment of the mini-CRM on the HP handheld device, the company was able to drastically reduce cost, increase efficiency and efficacy.

Validated applications technical designs to meet FDA requirements. The validation process includes but not limited to creating a validation plan, writing a user and functional requirements documents, and involvement in creating the protocols (IQ\OQ\PQ).

Used variety of relational databases, programming languages, reporting/querying, and ETL tools (SQL Server 2005/2008RS, MySQL, Crystal Reports, Visio, Visual Basic, routine Windows schedule tasks) on regular bases to design, implement, maintain, and support interfaces.

Designed, created, maintained, and distributed comprehensive reports and dashboards (using Excel pivot tables and charts) that show sales level, field activities, target penetration, and market shares.

Used proprietary applications and tools (Streamline, BI Query, SAP, etc) extensively daily for data analysis, data mining and research productivity levels.

Interacted with system users to compile functional and business requirements including needed system changes and enhancements. Each request is evaluated to determine if it is beneficial and meet business objectives.

Recommended ways to implement approved enhancement and system changes to developers and programmers base on feedback from system users.

Created and executed pre-deployment test scenarios, comprehensive test scripts/test cases for all new versions and patch releases before deployment.

Provided daily technical support to more than 200 Pharmaceutical Sales reps.

Manhattan Associates Atlanta, GA

Technical Software Consultant 05/2008 – 10/2009

Conducted the setup, configuration, and technical support of application systems for new and existing clients.

Used tools such as Toad for Oracle, MS-SQL Server, and FTP client application on regular bases for mass data load, data import/export, data migration between various vendors and for data extraction for analysis.

Coordinated with both developers and clients to identify best methods for implementing new systems. These include reviewing previous and current processes to gather/compile functional and business requirements then create new functional flow design base on agreed new processes.

Provided and monitored (24/7) post go-live technical supports for clients on unforeseen performance issues, data integrity, data tracking and analysis, ERP Integration errors, automation of side processes, and back-end administration.

Conducted the training of end-users on system usage, troubleshooting, performance assessment, system monitoring, and database backup/restoration activities.

Provided system parameters administrations (create users account, set administration security access levels, and setup functional flow levels).

Created detail test scripts and test cases for mod specification and fix testing.

Planned, coordinated, and conducted new system user acceptance and Beta presentation meetings to the clients’ executive team, IT team, and user team.

Manhattan Associates Atlanta, GA

Software Administrator 05/2005 – 06/2008

Performed a wide scope of quality assurance on all applications base on created test cases and test script. This includes full manual testing of all software and application before release for distribution to clients.

Used automated tools such as Load runner and Win Runner to conduct stress testing, performance testing and load testing.

Responsible for maintaining tight QA deadlines, managing media distribution and involvement in varied tasks with R&D team.

Documented software defects and track bug fixes through an in-house tracking system.

Coordinated project management, validation activities and track project deliverables (prototyping or waterfall).

Administered and maintained department databases (Oracle, MS-SQL Server, MySQL, and MS Access) and data warehouses.

Monitored and provided technical support through surveys and regular requests for project end of life feedbacks.

Involved in escalation of all installation and upgrade related issues to the R&D teams.

Education

Clayton College & State University

Bachelor of Science, Information Technology 05/2003

References available upon request

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