Dami Omole
Philadelpha,PA
Summary
Analytical and results-driven professional with extensive experience in project coordinator, technical support and customer success management. Expertise in leading cross-functional teams across multiple departments, successfully aligning project objectives with business strategies. Demonstrated ability to deliver tailored technical solutions and exceptional customer service, enhancing client satisfaction and engagement. Proven leadership in IT environments, fostering team collaboration and optimizing processes for increased efficiency and organizational growth.
Overview
6
6
years of professional experience
Work History
System Coordinator
Neumann University
Aston , PA
2021.01 - Current
- Generate actionable insights by customizing over 20 pre-built Excel and SSRS reports, enabling data-driven decision-making for department heads and stakeholders
- Lead cross-functional IT projects, optimizing resource allocation and managing project timelines to ensure on-time delivery and alignment with organizational goals
- Streamline project workflows by coordinating all phases of project activities and maintaining comprehensive documentation to improve project visibility and accountability across teams
- Deliver client support as the primary liaison for higher education Ellucian ERP platforms, achieving a 95% resolution rate for Level 1 and Level 2 technical issues within SLA timelines
- Utilize multi-channel communication (phone, email, and in-person) to ensure seamless issue resolution and high client satisfaction
- Assist in configuring and troubleshooting new applications and system upgrades, ensuring seamless integration and reducing downtime through proactive testing and monitoring
- Conduct quarterly audits of user access controls and security policies, identifying and addressing critical vulnerabilities to reduce security incidents and increase system integrity
- Perform software testing on applications, identifying and resolving potential issues pre-deployment to improve software reliability and user satisfaction
- Coordinate with external vendors for technical support on systems-related issues.
- Design and held comprehensive training programs tailored to organizational needs.
Production Support Specialist
Worldgate, LLC
Philadelphia, PA
2019.07 - 2020.12
- Resolved over 100 technical and software issues within Google Classroom, Windows, and Mac platforms.
- Documented detailed data on user concerns and resolutions, ensuring efficient record-keeping.
- Collaborated with other teams such as development, operations, and QA.
- Helped achieve team goals by rotating production lines and daily duties to meet demand.
- Delivered solutions for product-related challenges to improve user satisfaction.
- Compiled and organized software documentation, project findings, and troubleshooting procedures using Microsoft Word.
- Created a central document repository following an extensive assessment of documentation needs in collaboration with IT supervisors, boosting accessibility and collaboration for 3 diverse teams.
- Monitored and corrected errors in SharePoint documentation to maintain data accuracy and integrity
- Conducted regular inspections and proofreading to ensure compliance with organizational policies
Education
Master - Business and Organizational Leadership
Neumann University
Aston, PA2023-01
Bachelor of Science - Computer Information Systems
Neumann University
Aston, PA2019-01
Minor - Business Administration
Neumann University
Aston Mills, PA2019-01
Skills
- Training and Support Coordination
- Technical Application Support
- Visio
- Power BI
- Customer management
- Project management
- Ticketing systems (Sysaid and Remedyforce)
- Report management
- Customer onboarding
- Ellucian ERP (Colleague, CRM Advance and Advise)
- Softdocs Etrieve
- Microsoft Project
Accomplishments
- Coordinated cross-functional teams throughout the project lifecycle, fostering collaboration and communication; engaged over five departments, leading to a successful alignment of project objectives with overall business strategies.
- Proficient in delivering technical support for software and multi-function devices and troubleshooting systems.
- Skilled in providing customized solutions in line with customers' needs and exceptional customer service to secure a positive client experience and optimal satisfaction.
- Demonstrated leadership capabilities in IT environments, driving team success through strategic guidance and teamwork, resulting in improved project outcomes and team interrelation.
- Leveraged technical expertise to innovate and streamline processes, contributing to organizational growth and efficiency gains in dynamic IT settings.
Timeline
System Coordinator
Neumann University
2021.01 - Current
Production Support Specialist
Worldgate, LLC
2019.07 - 2020.12
Master - Business and Organizational Leadership
Neumann University
Bachelor of Science - Computer Information Systems
Neumann University
Minor - Business Administration
Neumann University