Madesola Famaiye
Indianapolis,IN
Summary
Dynamic ITSM System Administrator with a proven track record at Virtusa, enhancing incident resolution by implementing a new reporting feature. Skilled in ServiceNow user support and technical documentation, I foster collaboration and optimize processes, driving a 60% increase in service catalog adoption while ensuring robust user access control and information security.
Professional with strong expertise in system administration, ready to ensure robust IT infrastructure and seamless operations. Skilled in network management, troubleshooting, and security protocols. Focused on team collaboration, adaptability, and achieving results. Reliable and responsive to evolving technical demands.
Overview
3
3
years of professional experience
1
1
Certification
Work History
ITSM System Administrator
Virtusa
07.2023 - Current
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Collaborated with cross functional teams to revamp the service catalog in ServiceNow which optimized the user access and increased catalog adoption by 60%.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
- Implemented enhanced incident reporting feature in service now thereby decreasing the incident mean log in time by 30%.
Business Analyst
Astellas Pharma
03.2022 - 05.2022
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Requirement gartering, process design,configuration, Implementation within Service Now environment.
- Improved business processes by analyzing current practices and recommending optimization strategies.
Education
MBA - Business Administration
OAU
Bachelor of Science - International Relations
OAU
Skills
- ServiceNow User Support Administration
- Incident Resolution Management
- User Access Control
- Technical Documentation Development
- UI Policy Management
- Integration Process and Implantation
Certification
CSA Service Now [Year Month]
- CPR/AED Certification
Languages
English
Timeline
ITSM System Administrator
Virtusa
07.2023 - Current
Business Analyst
Astellas Pharma
03.2022 - 05.2022
MBA - Business Administration
OAU
Bachelor of Science - International Relations
OAU
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