Hammed A Lawal
Application Support Specialist
Indianapolis,IN
Summary
Talented Telecommunications Engineer with experience delivering leadership and guidance in development and operation of innovative technology programs and systems for customers. Broad background in voice and data systems, infrastructure and secure technology.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
2
2
Certifications
Work History
Technical Support Engineer
Genesys Cloud
Indianapolis, IN
08.2021 - Current
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Obtained case history and gathered triage information to determine appropriate avenue for care.
- Configured and troubleshot VoIP and multi-media distributed systems and platforms.
- Serving as subject matter expert and key technical advisor for product and its current and future capabilities
- Attended telephone skills and program information training sessions to boost aptitude.
- Experience with Contact Center/CCaaS and/or adjacent technologies (IVR, WFO, PBX, SIP, WebRTC, Polycom, SIP Softphone, etc)
- Excellent experience with at least one public cloud platform: AWS, Azure, or Google Cloud Platform.
- Exhibited excellent teamwork and strong work ethic by promoting camaraderie.
- Certified ITIL engineer
- Follow-up on and resolve outstanding issues in timely manner.
- 0% escalation during first quarter
Senior Operation Analyst/Application Analyst
Infosys Limited
Indianapolis, IN
07.2018 - 12.2022
- Supported application and production environment.
- Monitoring availability and resource utilization of servers, database instances, VM's and storage with use of BMC products, Zabbix, NetApp, SolarWinds, Dynatrace, Alert Site, Control-M, IIMSS, BMC TrueSight etc.
- Knowledge of building windows servers, monitoring of server resources and decommissioning of servers.
- Knowledge of change management, incident management, SLA and OLA.
- Knowledge of incident, task, request and proper escalation chain.
- Knowledge of VMware, Linux and Windows server environment.
- Experience with SQL scripting and SQL database.
- Created database with SQL and connected with application support.
- Installation of operating system both on server and client machines, upgrading of host or physical server’s firmware and integrations of different system for efficiency in production.
- Hands on with application support with monitoring tools working and managing scripting on unix platform.
- Scripting using UNIX, Shell and Windows.
- Monitoring and Alert Mechanism Implementation.
- Implemented monitoring and alert mechanism in production environment.
- Scripting using Oracle database and SQL.
- Monitor Scheduled jobs to ensure it run hitch free and restart it when any job(s) fail.
- Knowledge of Active Directory, SCCM and group policy
- Apply Monthly patches from Microsoft to client infrastructure to fix bugs and or any vulnerability in system.
- Made recommendations regarding client information technology infrastructure overhauls.
- Implemented, developed and tested installation and update of file servers, print servers and application servers in all departments.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Troubleshooting and resolve 5 -10 incidents on average daily.
- Authored operational forecast documents, helping senior leadership predict and prepare for forthcoming changes in finances or production.
- Participated in high-level strategy meetings, contributing to financial and logistical framework planning.
Sergeant
Army National Guard
Indianapolis, IN
09.2014 - Current
- Military tactical knowledge and skills to keep up with rapid advancements in worldwide threats.
- Train and motivate young soldiers on and off uniform.
- Help junior soldiers to manage their stress in and outside of uniform.
- Coordinate soldier training to ensure training alignment with Army regulation and standard.
- Maintained property and equipment inventory and crew assignments.
- Maintained energy and enthusiasm in fast-paced environment.
- Created plans and communicated deadlines to ensure mission were completed on time.
- Worked flexible hours, night, weekend, and holiday shifts.
- 100% Mission capable.
Direct Support Professional
ResCare
Indianapolis, IN
01.2015 - 07.2018
- Application support on medical equipment and system support.
- Handling with production environment.
- Maintain all support and production development in fields re.
- Settle disputes and solve problems creatively.
- Help patients to achieve their individual goal and help them to set another goal.
- Established 100% attendance for entire work period.
Production Coordinator
Foxcomm
Plainfield, IN
01.2011 - 11.2014
- Packed computers in preparation for shipping.
- Supervised employees during absence of supervisors.
- Performed supervisory tasks and solved production problems.
- Maintain department inventory and help type report at end of every shift.
- Maintain 99% pass on product quality assurance.
Education
Bachelor of Science - Informatics, Computer Information Technology
Indiana University - Purdue University Indianapolis
Indianapolis, IN 05.2019 - 05.2021
Associate of Applied Science - Software Development
Ivy Tech Community College
09.2014 - 05.2018
High School Diploma - undefined
Ivy Tech Community College
03.2016 - 07.2017
Skills
Trend modeling
Technical assistance
Trend Analysis
Software diagnosis
Application support
Technical documents comprehension
Excellent work ethic
Call cent
Certification
ITIL
Timeline
Technical Support Engineer
Genesys Cloud
08.2021 - Current
Bachelor of Science - Informatics, Computer Information Technology
Indiana University - Purdue University Indianapolis
05.2019 - 05.2021
Senior Operation Analyst/Application Analyst
Infosys Limited
07.2018 - 12.2022
High School Diploma - undefined
Ivy Tech Community College
03.2016 - 07.2017
Direct Support Professional
ResCare
01.2015 - 07.2018
Sergeant
Army National Guard
09.2014 - Current
Associate of Applied Science - Software Development
Ivy Tech Community College
09.2014 - 05.2018
Production Coordinator
Foxcomm
01.2011 - 11.2014