IT Service Desk Supervisor Resume

SUMMARY

10 years of telecommunications knowledge and experience with Confidential systems
10+ years in service management
7+ years of SDLC experience
5+ years of data cleaning, reporting, visualization
3+ years in predictive analytics (primarily linear/logistic regression, time series)
3+ years building network traffic reports, operational dashboards, KPIs/metrics
Recent graduate of a Master of Science in Data Analytics

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

IT Service Desk Supervisor

Responsibilities:

Assisted in the hiring process; interview, hiring and training of new employees
Provided staff education and continuous training
Assisted in creating process knowledge base documents and flowcharts for support teams to follow
Reviewed monthly reports to advance performance and improve consumer satisfaction
Retroactively examined incidents and documented lessons learned to ensure future issues are resolved in a timely manner
Tools: Remedy, Windows 7 /10, Active Directory, Office 365, WebEx, SharePoint, Outlook, etc.

Confidential

IT Service Management Lead

Responsibilities:

Assist in system upgrades and maintenance of the Infrastructure (UAT, OAT, DR, PROD, and Training environments) and application (M-PESA, mobile phone-based payment and money transfer service); ensured compliance with Agile methodology for all deliverables
Worked with the PMO office to coordinate multiple projects, such as developing roadmaps, SDLC Operations & Maintenance, mitigating IT audit risks etc.
Developed and administered disaster recovery plans and incident management processes
Forecasted network load and user traffic to optimize infrastructure; goal was to align infrastructure planning with traffic demand, in order to deliver network efficiency
Supported and coordinated internal and external IT audit and regulatory compliance
Handled contractual responsibilities, provided regular feedback on service levels, and managed SLAs, SOWs and contract modifications
Maximize use of the current IT Service Management tools to accurately identify each incident, request, problem, change, or asset record while ensuring accurate documentation is entered for each record
Researched reported problems as assigned to determine the background, current state, identify the root cause or known error and identify escalation team as requested, in order to minimize disruptions and achieve 99.99% network availability
Acted as incident manager for all incidents related to M-Pesa
Tools: M-Pesa, R, SharePoint, Remedy, Jira, ODI, OBIEE, Power BI

Confidential

Senior Business Analyst

Responsibilities:

Partnered with Business Stakeholders, Technical Resources and other Business Analysts to build an understanding of business objectives and measures of success for each project, thus enabling correct analytics specifications
Supported the design and development of both custom and core product features for several internal engineering team
Analyzed requirements and prepare different use cases and user stories; Prepared Requirement & Solution Document
Translated network utilization counters into analytical problems and effectively communicated results and business implications to key stakeholders
Analyzed structured, semi-structured, and unstructured data; discovered relationships and patterns, drew conclusions, and communicated actionable insights that triggered cost reduction and cost-benefit projects
Tools: R, Tableau, Excel, Minitab, SharePoint, HPQC, SQL, OBIEE, ARIS, SOA, SSMS&SSAS

Confidential

BI Senior Specialist

Responsibilities:

Responsible for documenting test plans, test cases, and methodologies for testing software products involving both back-end processing systems and front-end Web-based/GUIs for telecommunications and data communications applications
Executed functional, integration, performance, and resiliency tests for multiple applications/subsystems
Responsible for assessing the accuracy of new data sources against the agreed mapping specification document
Continuously monitored the ETL process, tested its resiliency, and ensured backup and cleanup processes were being performed
Translated financial and operational reporting requirements into data modeling/ETL design
Conducted technical analysis against impacted systems to determine impact, scope, and recovery from active and potential operational incidents
Acted as change manager for all operation activities related to Confidential systems
Tools: Wireshark, Linux/Unix, Veritas/NetBackup, ODI, SQL, Remedy, Jira