Oladayo O.

Experience

• 

  BT Technologies

  Sept 2017 - Jul 2019

  System Support Engineer

  • Monitoring of MTN Nigeria Fiber Network• Escalation of Point Of Failure to Field Site Engineers• Installation and Configuration of Monitoring equipment on MTN Mobile Switching Centers • Routine maintenance and Monitoring• Testing and Evaluation• Troubleshooting, Diagnosing and Solving of hardware and Software Faults• Schematics and GIS digitization.• Project supervision and monitoring.• Project weekly, Monthly report to management • Preparation of C.A.T and F.A.T Documents for Fiber Optics Implementation Projects• Network Quality Management System.Fusion splicing and OTDR testing and Analysis Show less

• 

  Tek Experts

  Aug 2019 - now

  Delivery of customer support in line with the team objectives and customer expectations.Communicate internally and externally support issues, escalations and action plans to resolve customer issues.Clear and concise communication with customers.Establish clear client retention goalsProcess milestones for the clients and employees to work towardAssist customers with setting up and navigating programs or software Promote the value of the productUpsell services and products with the brand imagePromote value through customer experience.Assist in creating training courses and educational materials Review customer complaints and concerns and seek to improve the customer experienceProvide accurate and timely communication to all applicable parties on any customer support issue.manage team to deliver exceptional customer service.Coaching team member to support their personal development and improve their performance.Monitors team`s KPI to ensure proper delivery of the businessRoutine metrics analysis and reporting. Show less • Provide ramp activities, knowledge sharing, technical coaching and mentoringDrive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)• Develop standards and procedures to determine product quality and release readiness• Discover bugs within the application• Drive innovation and streamline overall testing processes• Identify, isolate, and track bugs throughout testing• Identify potential issues that users might face while using the application• Perform manual and automated application testing• Research and analyze application features being tested• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific. Show less • Responsible for the customer support experience with Microsoft Power Platform (Power Automate, PowerApps, Power Virtual Agent).• Knowledge of SharePoint support and/or applications development.• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g., swarming)• Identify cases that require escalation (either technically or strategically).• Create and maintain incident management requests to product group/engineering group• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience. Show less

  • Technical Support Manager

    Apr 2022 - now

  • Premier Tech

    Dec 2021 - Mar 2022

  • Technical Support Engineer

    Aug 2019 - Nov 2021
• 

  Zimos Technologies

  Jan 2022 - now

  Business Analyst

  • Define the business problem and primary objectives of new projects• Identify and validate the key business requirements• Follow through with continuous improvement efforts• Application productivity coaching• Work alongside stakeholders to create business plans and strategies• Identify strategic opportunities and business development options• Use the latest data modelling practices to predict future trends• Collaborate with the managerial department on new approaches• Produce reports and other written documentation to support your strategies.• Process Documentation for existing application and continuous version control Show less

• 

  TeKnowledge

  Apr 2024 - now

  Technical Support Manager