Salesforce
Tomilade Amoo
IT Service Delivery Analyst
Abuja,FCT
Summary
Knowledgeable and dedicated customer service professional with experience in FinTech industry, knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
Work History
Project Management Officer
ERCAS INTEGRATED SOLUTIONS
Jahi, Abuja
11.2019 - 07.2020
- Developed and initiated projects, managed costs, and monitored performance.
- Fostered relationships with vendors to promote positive working relationships.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
- Sourced, vetted and managed vendors needed to accomplish project goals.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Reported regularly to managers on project progress and technical problems.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
IT Service Desk Analyst
Ercas Integrated Solutions
Jahi, Abuja
10.2018 - 07.2020
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Activated accounts for clients interested in new services.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Used FreshDesk ticketing systems to manage and process support actions and requests.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Reconciled transaction discrepancies due to system glitch
- Refund IGR funds to MDAs daily based on agreed percentage using Nibss Pay Plus
- Spool reports using SQL queries from database for transaction monitoring and reconciliation
- Generate transaction reports monthly
Graduate Assistant
Office of Graduate Studies, Towson University
Towson , Maryland,USA
08.2017 - 05.2018
- Created lesson materials, visuals and digital presentations to supplement lesson plans.
- Responded to website correspondence, social media, posts and emails.
- Ordered new event survenirs supplies and equipment to maintain stock and inventory.
- Served as a proactive member of the Graduate Student Association and liaison to graduate students within Fisher college of science and mathematics
- Represented the perspective of graduate students on Towson University senate committee, International Initiatives Committee and the University Students Technology Advisory Group
- Networked with and maintained ongoing correspondence with graduate students regarding resources and opportunities
- Assisted with recruiting and public relations activities of Office of Graduate Studies, Graduate University Marketing and Enrollment and, and University Admissions
- Planned and coordinated special events such as graduate student orientation, workshops, and social activities for graduate students.
- Assisted with approval and management of graduate assistant research and travel awards
- Screened applicant CVs and coordinated both phone and in-person interviews.
NYSC Corp Service
Raw Materials Research and Development Council
Maitama, Abuja
11.2013 - 10.2014
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked in the maintenance unit to ensure proper operations of the computer systems in the organization
- Installed necessary software to ensure proper functioning of systems in the organization
- With my team updated antivirus for the entire organization
- Fixed external device issues like printer connection to the computer system
- With my team took inventory of hardware supplies to the organization
- Assisted other staffs of the organization on using simple computer applications.
- Worked with Microsoft access and excel for data entry
IT Support Specialist Intern
Imagination Tools Limited
Wuse 2 , Abuja
01.2012 - 06.2012
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Used Microsoft Word and other software tools to create documents and other communications.
- Assisted the systems and network management team to ensure proper functioning and maintenance of all systems and networks within the organization and outside.
- With Senior Colleagues trained clients of using organizations software
- Worked with Visual basic application to design user interface for organizations new human resource software
- Installed organizations payroll software for some of the new organizations clients
- Fixed external device issues like printer connection to the computer system
- Install Updates for organizations Payroll and accounting software for clients
Education
Master of Science - Applied Information Technology
Towson University
Maryland, USA 01.2017 - 05.2018
Bachelor of Science - Computer Science And Information Technology
Bowen University
Iwo, Osun State, Nigeria 09.2009 - 06.2013
Skills
Project planning and development
Technical Support
Functional & Business Requirements
Fluent in English
Advanced understanding of Salesforce, Microsoft Office 365
Team Bonding
Project Management
Systems Installation, Configuration, and Upgrading
Desktop support
Customer support and assistance
Positive customer experience
Certification
Jobberman Soft skills Training
Interests
Database Management
Hobbies
Farming, Watching Movies, Playing Card Games
Timeline
Project Management : Test Dome
02-2021
Programming Foundations: Databases
01-2021
Excel Essential Training Office 365
01-2021
Jobberman Soft skills Training
11-2020
Project Management Officer
ERCAS INTEGRATED SOLUTIONS
11.2019 - 07.2020
IT Service Desk Analyst
Ercas Integrated Solutions
10.2018 - 07.2020
Graduate Assistant
Office of Graduate Studies, Towson University
08.2017 - 05.2018
Master of Science - Applied Information Technology
Towson University
01.2017 - 05.2018
NYSC Corp Service
Raw Materials Research and Development Council
11.2013 - 10.2014
IT Support Specialist Intern
Imagination Tools Limited
01.2012 - 06.2012
Bachelor of Science - Computer Science And Information Technology
Bowen University
09.2009 - 06.2013