ADEWALE BOLADE, Customer Support Specialist

About

I am quite inquisitive and this allows me to gain a lot of knowledge. I do relax by playing soccer, pool and watching movies. I love Data entry, analytical and research works

Experience

Flutterwave Solutions

Oct 2022 – Present

Lagos, Nigeria

Transaction Monitoring and Proactivity Analyst

• Real-time visibility and management of the entire Infrastructure, Products and Services • Ensure the performance or utilization of a component or system is within a specified range (e.g. disc space, URL call, memory, CPU utilization) • Proactive monitoring of system resources to detect potential problems • First level remedial actions that minimizes the impact of service incidents and system events • Improve overall availability of services • Establish systematic procedure for auto-logging of events • Ensure that all relevant details from service monitoring are acted upon by the appropriate people

FirstBank of Nigeria Ltd

Jan 2020 – Oct 2022

Lagos, Nigeria

IT Service Desk And Infrastructure Monitoring Analyst

• Proactive monitoring of backup, server, storage, and network environment alerts using monitoring tools and email notifications. • Retrieval and reviewing of data on Service Requests performance. • Provide a point of escalation for customer concerns with service fulfilment activities. • Escalations and follow-up with the IT Systems Administration and other application teams on pending high-priority incident tickets. • Prepares and maintains documentation and reports, and provides follow-up status on identified tasks. • Daily, weekly, and monthly reports based on the specified agreed format • Maintains the individual knowledge, skill level, and performance necessary to complete the SR. • Periodically review the effectiveness and efficiency of the service management process. • Should be the primary source of management of information on the Service Request (SR) process. • Escalates all incidents based on the standard procedure and runs down follow-up reporting per team and area until closure. • Maintenance, updating, and implementation of the standard escalation procedures, complete with notification matrix and escalation standards. • Manages the relationship among the service desk, service areas, and vendors involved in service fulfilment and is responsible for the adequate skill levels and performance of this process and supporting SR Tools. • Integrates the necessary functionalities to monitor and ensure that the quality

FleetPartners Leasing Limited

Mar 2017 – Dec 2019

Lagos, Nigeria

User Support Analyst

• Increase the profit margin of the company by building reports with keen analysis. • Resolve Staff IT-related issues via Mail or telephone. • Installation of application software. • Setting up laptops for staff. • Built a strong relationship with the various stakeholders of the company. • Ensure all tickets logged on the helpdesk platform are treated within the SLA. • Assist other IT teams in getting to the root cause of issues. • Provide reports that show the trend of issues that aid the management in good decision-making. • Proper documentation of IT assets. • Resolve users’ hardware and software issues. • Contribute to the development and growth of other arms of the company which is not limited to IT-related issues.

Education

University of Salford

Sep 2010 – Dec 2011

Master of Science, Data Telecommunications and Networks

University of Lagos

Oct 2004 – Nov 2008

Bachelor of Science, Computer Sciences

ADEWALE BOLADE

Customer Support Specialist

Skills

Languages