OROSAKIN OLUWADAMILOLA ADEYINKA
Incident Manager
Summary
Multitasking Incident manager with experience in managing IT service disruptions and restoring services within agreed service level agreements (SLAs). A determined employee with over 5 years of successfully handling high priority incidents and finding ways to limit impact. Committed to remaining poised and calm in high pressure situations. Knowledgeable in incident management procedures to drive effective problem solving and decision-making. Enthusiastic professional with background in analytics, troubleshooting and leading effective resolution teams while creatively learning and blending professionalism to surpass expectations and continual growth.
Overview
9
9
years of professional experience
8
8
Certifications
Work History
IT Incident Manager
MCEMTOL CONSULTING
08.2020 - Current
- Developed and maintained an appropriate level of incident management procedures and/or work instructions to support the needs of the business
- Ensured that incident management staff are trained and familiar with incident manager procedures and policies
- Monitored IT support staff performance of the incident management process by creating and executing action plans when necessary to ensure effective operation and continuous improvement
- Managed incident resource allocation and workload distribution
- Invoked the major incident procedure as appropriate
- Engaged upper levels of management as appropriate
- Ensured that a major incident review is conducted for all major incidents and that recommended action items were completed
- Provided information for management
- Highlight trends resulting from recurring incidents for review by problem management
- Monitored performance of the incident management process and identifies process improvements to the enterprise incident manager Process Owner
- Performed Tier 1 diagnosis and resolution
- Made functional escalations as soon as possible
- Resolved incident and updated generated tickets within service level agreement
- Monitored incidents during the outage time and followed up with the stakeholders in periods of joint troubleshooting with other engineers
- Worked with and directed a team of five engineers to give a ninety-nine percent uptime to clients
- Closed incidents and stated the reasons for the outage and the period of such downtime and communicate with the stakeholders.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Cultivated interpersonal skills by building positive relationships with others.
- Worked well in a team setting, providing support and guidance.
- Identified issues, analyzed information and provided solutions to problems.
Incident Manager (help Desk)
Rutotech Global Services (RGS Worldwide)
08.2019 - 07.2020
- Assigned enterprise tickets to back-office engineers
- Tracked and followed up on enterprise services downtime
- Did proactive maintenance of enterprise services via Netboss
- Checked service status of enterprise links availability via Netboss and PRTG
- Related with customers on enterprise services
- Made first level basic troubleshooting of enterprise networks using TN, OSN, RTN
- Assigned tasks and delegated enterprise duties to FME in different locations
- Monitored Core network services such as MPLS, fibre connection routes by checking availability, smooth operation, and downtime for escalation in case of downtime to appropriate departments for quick resolution.
Field Engineer/ safety officer
MCEMTOL CONSULTING
01.2016 - 02.2017
- Acted in the capacity of a safety personnel to ensure compliance with company safety rules with regards to PPE and ergonomics during field work
- Filed regular safety reports during field projects
- Made regular work site inspections and brought up issues up to the field management
- Monitored workers at job site to ensure they maintained their respective areas tidy and clean (housekeeping)
- Assisted during technical site survey (TSS) for fibre duct survey and laying
- Assisted in the setting up and rehabilitation of tower sites for Natcom.
Trainee Network Engineer
VOLUNTARY WORK- HUAWEI NIGERIA
06.2015 - 12.2015
- Learnt and got conversant with: Routing of traffic by mapping E1s to desired location
- Active preventive maintenance of radio and antenna connectors
- Monitored of the network element using the mini-link craft
- Cleared errors and alarms on nodes
- Assisted in bringing up links during downtime
- Consulted with senior engineers to develop and hone analytical skills
- Assisted in writing PPM reports on the nodes
- Carried out a radio loop test to ascertain if a radio is in a good working condition
- Cross connected E1 transmission from BSC to end site
- Assisted with implementation and support of network monitoring tools.
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Traffic cut-over to create more capacity.
Education
MBA - Business Administration And Management
03.2022
Bachelor of Science - Materials Science
04.2014
Skills
Data Collection and Review
Team Engagement
Impact Limitation Processes
Resolution Team Engagement
Post Incident Reviews
Root Cause Analysis
Technical Troubleshooting
Interpersonal and Written Communication
Incident Priority Assessment
Effective Communication
Project Coordination
Agile Framework
User Support
IT Infrastructure Proficiency
Awards
Offer of Placement in the Gifted Education Programme by the Federal Ministry of Education, Nigeria. (2000)
Certificate of Merit and National Scholarship Award by the National Mathematical Centre, Abuja, Nigeria (2000)
Overall Best Student, National Common Entrance Examinations (NCEE) in Osun State by the National Examinations Council (NECO), Nigeria. (1999)
Certification
PRINCE2 (PROJECT MANAGEMENT) TRAINING AND CLASS CERTIFICATION, 2016
Timeline
IT Incident Manager - MCEMTOL CONSULTING
08.2020 - Current
Incident Manager (help Desk) - Rutotech Global Services (RGS Worldwide)
08.2019 - 07.2020
Field Engineer/ safety officer - MCEMTOL CONSULTING
01.2016 - 02.2017
Trainee Network Engineer - VOLUNTARY WORK- HUAWEI NIGERIA
06.2015 - 12.2015
UNIVERSITY OF LAGOS - MBA, Business Administration And Management
FEDERAL UNIVERSITY OF TECHNOLOGY - Bachelor of Science, Materials Science