IT professional Resume

CAREER OBJECTIVE:
H has over 6 years experience as Service Desk specialist/IT Professional support and will like to secure a challenging position in a formidable company that appreciates career growth. She has supported various IT shops using custom built or off the shelf applications in various industries. Apart from the technical skills, Naomi has used Sig Sigma, ITIL, PMI and, ISACA methodologies to enhance Customer satisfaction and increase ROI. She is a team oriented person that uses good communication skills to get work done.

HIGHLIGHT OF SKILLS:

Help Desk technologies - Magic software, Remedy HP, ManageEngine.
Operating Systems - Windows, Unix (Solaris, and Linux flavours)
Microsoft Tools - Word, Excel, PowerPoint, Visio, Projects
Databases - Oracle , SQL Server, DB2
SDLC Methodologies - ITIL, PMI, PRONCE, SIX SIGMA
Network Infrastructures - TCP/IP, IPSEC,
Programming Languages - Java, C++, PL/SQL, CSHARP
Collaboration tools - SharePoint, Citrix, Webex , Live Meeting

WORKING HISTORY:

Confidential, Dec '06 - Present
Senior Consultant - IT Professional Support

Installed and configured at client site the Incident Management module of Magic Service Desk Remedy and ManageEngine. Ensured the smooth transition of the tools operation to Staff after Go-Live. Also developed Reports using Crystal Reports to monitor average resolution point and hot spot areas for IT Operations thus enabling efficient management decisions on IT spending and enhancements.
Monitored Network availability and the performance percentage for both Metropolitans Network and LAN via the use of Whatsup Gold software.
Managed the Change Management process for the Oracle EBS (Cores HRMS modules and Oracle Relationship Management) clients. Effectively reduced project rework by 80% within 1 year on new enhancement and defects.
Participated in the implementation of the Oracle EBS for clients by documenting the Configurable Items for the OS, Application and Network servers as well as Oracle application thus improving the turnaround time for Help Desk calls and resolution.
Mentored and reviewed work of staff on Incident, Change management processes and Technical support methods.
Continuously assist with business planning, assessment of enterprise wide initiatives, continuous service and process improvement initiatives.
Participated in the strategy and operational plan implementation ranging from service delivery, IT governance, telecommunications, data center operations, enterprise applications, desktop and server environments, user support, mobility, and security.
Developed and delivered management value added consulting and strategic IT Service Management (ITSM) based on ITIL best practices.
Designed operational plans that improved client service level, maximize capital expense ROI, control costs as well as ensure continuity of business.
Supported end user problem ticket and conducted end user training.

Confidential, Oct '05 - Nov '06
System Analyst

Configured Oracle key flexfield, Business Group, attach Business Group to Responsibility and create users, for Lagos State Local Government and provide functional support on Oracle Absence training for their HCM and Payroll
Participated in gap analysis, process and data modelling, report mapping, application design. Also performed configuration, system integration testing, user training and post-implementation and Oracle Application Implementation methodology (A.I.M) for Lagos State Universal Basic Education Board in the HCM and Payroll
Prepared training materials and conducted training for the company's staff on Microsoft products ( PowerPoint, Excel, Words, Visio, Project etc)

Confidential, Apr '02 - Sept '02
Information Technology Officer

Assisted the Development team in the roll out of the Mobile computing platforms and CRM for the Sales team.
Managed the intake of issues and their priotization to ensure smooth operation of the sales functions
Trained the staff in the functionality of CRM and the process for reporting issues to the Help Desk

EDUCATION:
Bachelors of Science (HND) Computer Science Federal Polytechnic Nigeria Mar 2005

PROFESSIONAL CERTIFICATES & COURSES:
ITIL Foundation Certificate
Oracle Advanced Customer Services Support Consultant certificate
Oracle E-Business Suite Human Capital Management Support Specialist Certificate.
Oracle E-Business Suite Financial Management Support Specialist certificate
Siebel CRM 8.1.1 PreSales Specialist certificate
Siebel Support Specialist certificate

References:
References will be provided on request

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