RIDHWAN OPATOKUN
Birmingham
Summary
I am an accomplished Service Management Professional and certified ITIL expert with a strong emphasis on providing visionary business solutions. With more than 5 years of practical experience, I excel in supporting Service Management, handling reporting and coordination functions in stakeholder/vendor management, customer service, network engineering, and enterprise teams. My skills extend to IT infrastructure, SLA management, and meticulous attention to detail. My track record demonstrates my ability to professionally address and resolve complex business problems.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Incident Response Manager
Evri
01.2023 - Current
- Prioritized and cleared UP queue after having contacted clients and customers to establish correct addresses, labels and packaging issues
- Strategy management meeting engagement for status report and service improvement with senior management
- Ensure timely response to email queries from customer service, i.e., address queries or delivery disputes within agreed SLA of 24 hours via telephone and email.
- Conduct thorough depot searches to locate missing parcels, ensuring oracle CRM enquiries are fully resolved within SLA and customers and clients updated accordingly
- Investigate queries, identify location of parcels, contact couriers for updates and set and issue penalties where necessary.
Customer Service Advisor
National Health Service (NHS)
03.2022 - 01.2023
- Responded to customer needs through competent customer service and prompt problem-solving
- Maintained and managed customer files and databases
- Used remote tools for booking and logging customer complaints, calls and resolution updates
- Attended stakeholder meeting for insights on service improvement and customer satisfaction
- Resolved concerns with products or services to help with retention and drive sales
Enterprise Network Service Analyst
MTN Nigeria
03.2018 - 02.2022
- Management and governance of MS (managed service) vendors and OEMs
- Provide thought leadership in difficult problem resolution.
- Support sales teams in defining SLA's that are within acceptable boundaries of network infrastructure.
- Managed and coordinated service availability reports and service availability reconciliation with customers to minimize penalty pay-out.
- Manage and report CAPEX and OPEX budgets.
- Collaborate with other MTN Group OPCO's on service delivery of international private leased circuits.
- Worked closely with solution architects and project leads to ensure smooth delivery of changes and projects, and deployed services compliant with MTN standards and customer-agreed SLAs.
Customer Service Engineer
MTN Nigeria
02.2016 - 03.2018
- Provided 2nd line support for over 800 Managed Data Network Services customers on various transmission media (microwave, fiber, copper, Wimax/LTE), MUX (DXX), MDF, cabinets, modems, and CPE.
- Point-to-point and point-to-multipoint radio maintenance and support services for Eclipse, SAF, Intracom, Redline, Huawei, Ericsson, and Cambridge radios
- Ensuring that MDNS/fixed network contractors adhere to MTN Nigeria's requirements and standards for implementation and maintenance work
- Ensure MDNS work (planning, implementation, and operations) is carried out as needed and scheduled.
- Implementation and integration of Internet Over Microwave via IPRAN clusters on MTN network for Enterprise customers
Telecom Field Service Coordinator
Bluechip Communications LTD
01.2015 - 02.2016
- Managed a team of field technicians, providing guidance, training, and support to ensure high-quality service delivery
- Oversaw 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 risk
- Microwave and fibre 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
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
- CRM: Oracle, Sales Force
- Database: SQL, MongoDB
- Microsoft Applications: Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Office 365 (including eDiscovery), Power Bi
- Programming: HTML, CSS, JavaScript, PHP, Python
- ITIL V4 Process Implementation
- Project Management: Scrum, waterfall & Agile
Affiliations
Member of the British Computer Society (BCS)
Certification
- Information Technology Infrastructure Library (ITIL V4), People Cert
- Diploma in Telecommunications - TTC Telecoms Institute, Nigeria
ON REQUEST, REFERENCES AND FURTHER INFORMATION ARE AVAILABLE
Timeline
Incident Response Manager
Evri
01.2023 - Current
Customer Service Advisor
National Health Service (NHS)
03.2022 - 01.2023
Enterprise Network Service Analyst
MTN Nigeria
03.2018 - 02.2022
Customer Service Engineer
MTN Nigeria
02.2016 - 03.2018
Telecom Field Service Coordinator
Bluechip Communications LTD
01.2015 - 02.2016
Master of Science - Advanced Computer Networks
BIRMINGHAM CITY UNIVERSITY
Bachelor of Science - Computer Science & Information Technology
BOWEN UNIVERSITY
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