Adedotun Omotade
Operations Team Lead @Maximus
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WORK HISTORY
Operations Team Lead @Maximus
CA, US
Perform incident and request management process reviews and recommend improvements. Drive incident and request volume down through root cause analysis.Manages a complex array of customer engagements including managed services, consulting, and trainingReview, evaluate, and modify existing and proposed programs, assess the effectiveness of programs developed and a means of measuring such effectiveness. Responsible for Change Management and Configuration Management process adherence.Responsible for the successful delivery of customer commitments exceeding customer satisfaction.Accountable for over twenty agent IT coordinators providing end-user computing and support services to over three thousand users across several projects.Responsible for ensuring phone agents are fully operational and able to take calls. This maximizes the ability of agents to resolve issues related to SNAP benefits and free/reduced school meals for the citizens of Alabama and Virginia.
EDUCATION
Ladoke Akintola University of Technology
Masters in Information Technology, Information Technology
Adekunle Ajasin University
B.Sc, Physics And Electronics
Western Governors University
Master's degree, Cybersecurity And Information Assurance
SKILLS
ABOUT ADEDOTUN OMOTADE
ITIL V3 FoundationITIL V3 Intermediate - Service OperationPROFILE- Highly Self motivated- Committed- Strong Customer Service Focus- Customer/Vendor Management ExperiencePROFICIENCIES- IT Service Operations, Support and delivery covering Managed Services and LMN Ericsson- IT Infrastructure planning, Implementation and support- In-depth knowledge of applicable data privacy practices and laws- Software Solutions and recommendations based on evaluationsSpecialties: Strong leadership, managerial ability using ITIL best practices to streamline processes, reduce costs, align IT’s services with business needs and increase customer satisfaction. Focusing on Service Level Agreements (SLA\'s), metrics, customer satisfaction, cost drivers, people, process, quality, and service.I.T. Expert (design to delivery of technology and business solutions) Aligning Information Technology with business requirements and demands by creating solutions through the establishment of full I.T. projects and network infrastructures, including customer liaison, design, testing and successful implementation within budget, scope, and strict timescales. Up-to-date on I.T. developments
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