RIDHWAN OPATOKUN
Birmingham
Summary
As an experienced IT professional with more than five years of service management expertise, including leading incident management teams and continuous system monitoring. My skills encompass team leadership, incident response, process documentation, ITIL knowledge, problem-solving, commitment to system availability, and collaboration. I am committed to delivering flawless service and reducing customer disruption in a 24/7 environment through effective coordination and issue resolution. With a strong service management background and a passion for leading top-performing teams, I am ready to make valuable contributions to organizational success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Advisor
National Health Service (NHS)
09.2023 - Current
- Managed and maintained call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns
- Responded to customer needs through competent customer service and prompt problem-solving
- Managed department call volume of over 50 calls per day and coordinated department schedules to maximize coverage during peak hours
- Maintained and managed customer files and databases
- Used remote tools for booking and logging customer complaints, calls and resolution updates
- I attended a stakeholder meeting for insights on service improvement and customer satisfaction
- Resolved concerns with products or services to help with retention and drive sales
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
Network Implementation Project Coordinator
NPSG/AMAZON
03.2023 - 08.2023
- Obtained project specifications and goals from stakeholders
- Establish communication channels and identify important stakeholders
- Specified the project's objectives, deliverables, and success standards
- Physically surveyed the warehouse area to determine its layout and measurements
- Identify potential barriers, sources of interference, and locations in need of robust Wi-Fi service
- Assessed the availability of the network infrastructure and power
- Worked with other network engineers to specify access point (AP) placement and Wi-Fi coverage zones
- Based on coverage maps and anticipated user density, determine the number and kind of APs that are necessary
- Lay out the logical layout, VLANs, and subnet assignments for your network
- Create a thorough security plan that considers network and physical security issues
- Create an intrusion detection system (IDS) and firewall architecture to safeguard network traffic
- Use secure authentication techniques like 802.1X or WPA2-Enterprise
- Procure security appliances, firewalls, and IDS/IPS systems
- Select network management and monitoring software tools
- Installation of network monitoring software to keep an eye on security and performance
- Keep an eye on network activity and security warnings and respond quickly to any irregularities
- Conduct recurring security audits to guarantee continuous safety.
Telecom Operations Coordinator & Service delivery Manager
MTN Nigeria Ikoyi
03.2019 - 03.2022
- Delivered high-quality customer service and support, addressing technical issues, and resolving service disruptions within defined SLA timeframes
- Documented and maintained knowledge articles and standard operating procedures (SOPs) to enable efficient incident resolution and knowledge sharing
- Collaborated with technical teams to escalate and resolve complex incidents, ensuring prompt resolution and minimal impact on business operations
- Led initiatives to streamline service management processes, resulting in a 15% increase in operational efficiency
- Conducted user training sessions and created user guides to enhance self-service capabilities and empower end-users
- Contributed to the continuous improvement of service desk processes through the identification of recurring issues and suggestions for process enhancements
- Developed and implemented a comprehensive risk management framework, reducing service interruptions by 20% and enhancing the customer experience
- Collaborated with cross-functional teams to align service expectations with business objectives through the development and documentation of service level agreements (SLAs)
- Conducted regular audits to ensure compliance with industry standards, such as ITIL, ISO 20000, and COBIT
- Facilitated incident and problem management processes, coordinating resolution efforts, and minimizing the impact on service delivery
- Managed change requests and assessed their potential impact on services, ensuring appropriate communication and risk mitigation strategies were in place
- Acted as a key point of contact for stakeholders, providing updates on service performance, addressing concerns, and managing expectations.
Telecom Incident Manager
MTN Nigeria Ikoyi
02.2017 - 03.2019
- Led and oversaw a team of five Incident Managers who oversaw monitoring Direct-to-Consumer platform systems 24 hours a day, seven days a week
- Improved incident response times by 15% in comparison to standard KPI (4 hours MTTR)
- Oversaw incident management process, providing accurate system documentation in CMDB and explicit resiliency and escalation mechanisms
- Regular audits of CMDB entries were performed, resulting in enhanced accuracy and reliability
- Determined severity of outages quickly and gave real-time leadership during large production issues
- Downtime was reduced by 10% as a result of quick and effective incident response
- Created run books and procedure documentation for Platform Operations Analysts to help them respond to incidents more effectively
- Training sessions were held to ensure that team members were well-prepared for emergency response
- Developed root cause analyses for significant and high-impact issues and worked with the problem management team to provide long-term fixes that successfully decreased the number of reoccurring incidents by 10% over a three-month period
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events
Telecoms Field Service Coordinator
Bluechip Communications LTD
01.2015 - 02.2017
- Coordinated and scheduled field service activities for telecoms projects, ensuring efficient resource allocation and adherence to project timelines
- Managed a team of field technicians, providing guidance, training, and support to ensure high-quality service delivery
- Oversaw the installation, maintenance, and repair of telecoms equipment and network infrastructure, ensuring compliance with industry standards and customer requirements
- Conducted site surveys and assessments to determine project feasibility, resource requirements, and potential risks
- Collaborated with cross-functional teams, including sales, engineering, and customer support, to address customer needs, resolve issues, and deliver excellent service
- Monitored project progress, tracked key performance indicators, and prepared regular reports for management and stakeholders
- Microwave and fiber installation and integration from BTS to Last mile for service delivery
- Conducted quality assurance checks to ensure work performed by field technicians met quality standards and customer expectations
- Implemented health and safety protocols and ensured compliance with regulatory requirements to maintain a safe work environment for field technicians and customers.
Education
Master of Science - Advanced Computer Networks
BIRMINGHAM CITY UNIVERSITY
United Kingdom 07.2023
Bachelor of Science - Computer Science & Information Technology
BOWEN UNIVERSITY
Nigeria 07.2014
Skills
- ITIL Service Support
- ServiceNow and ITIL tool expertise
- DevOps, Site Reliability Engineering and Understanding
- Continuous Integration/Continuous Deployment (CI/CD)
- Infrastructure as Code (IAC)
- FTTH, FTTP & project Management
- Containerization and Orchestration: Understanding and implementation of Docker and Kubernetes to containerize applications and manage container orchestration for scalability and portability
- Cloud Computing: Proficiency in AWS, Azure, or Google Cloud Platform for building and managing cloud-based infrastructure
- Scripting and Automation: Strong scripting skills in languages like Python, Bash, and PowerShell to automate repetitive tasks and streamline workflows
- Version Control: Expertise in Git for version control, branching strategies, and collaboration
- Security and Compliance:
- Knowledge of best practices in securing infrastructure and applications, including compliance with industry standards
- Vendor Management
Affiliations
Member of the British Computer Society (BCS)
Certification
- Information Technology Infrastructure Library (ITIL V4), People Cert
- Rapport Building in Customer Service - PHILIPS OUTSOURCING
- Huawei Microwave Training for installation and Integration - HUAWEI
- Huawei FTTH and FTTP installation and integration processes
- Software Development & Release Lifecycle course - Tech with NANA
- Diploma in Telecommunications - TTC Telecoms Institute, Nigeria
Timeline
Customer Service Advisor
National Health Service (NHS)
09.2023 - Current
Network Implementation Project Coordinator
NPSG/AMAZON
03.2023 - 08.2023
Telecom Operations Coordinator & Service delivery Manager
MTN Nigeria Ikoyi
03.2019 - 03.2022
Telecom Incident Manager
MTN Nigeria Ikoyi
02.2017 - 03.2019
Telecoms Field Service Coordinator
Bluechip Communications LTD
01.2015 - 02.2017
Master of Science - Advanced Computer Networks
BIRMINGHAM CITY UNIVERSITY
Bachelor of Science - Computer Science & Information Technology
BOWEN UNIVERSITY
- Information Technology Infrastructure Library (ITIL V4), People Cert
- Rapport Building in Customer Service - PHILIPS OUTSOURCING
- Huawei Microwave Training for installation and Integration - HUAWEI
- Huawei FTTH and FTTP installation and integration processes
- Software Development & Release Lifecycle course - Tech with NANA
- Diploma in Telecommunications - TTC Telecoms Institute, Nigeria
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