Oluwasesan Odeleye

Senior Application Support Coordinator @RBC

CA

Ticket System Management: Oversee the ticketing system, ensuring it is efficiently organized, and tickets are routed to the correct support level and team.• Incident and Problem Oversight: Monitor incident and problem management processes, making sure that all issues are handled in accordance with established SLAs.• Workflow Coordination: Coordinate workflows between support levels and teams, ensuring seamless ticket escalations and handoffs.• Reporting and Analysis: Generate regular reports on ticket volumes, resolution times, and other key performance indicators to identify trends and areas for improvement.• Quality Control: Perform quality checks on ticket handling and resolution, providing feedback to support teams and individuals.• Process Improvement: Continuously review and improve ticket management and support processes to enhance efficiency and effectiveness.• Tool Expertise: Maintain a deep understanding of ServiceNow, JIRA, and any other ticketing and ITSM platforms used within the organization. Manage communication channels (e.g. email, mailbox, chat).• Queue Management: Perform daily queue health checks, ticket reassignment for workload balancing, and implement queue backlog reduction strategies.• User Satisfaction: Develop user feedback collection mechanisms, provide analysis and reporting on user satisfaction metrics, and develop strategies for improving user satisfaction.

Texas McCombs School of Business

Postgraduate Degree

University of Ibadan

Master of Science - MS

Ladoke Akintola University of Technology

Bachelor of Technology - BTech