Modupe Bashorun
Upper Marlboro,MD
Summary
Application Support Analyst recognized for high productivity and efficient task completion with a background in technical troubleshooting, assessing issues to restore applications, system enhancements, and user training. Strengths include strong communication skills, the ability to handle high-pressure situations, and the ability to identify areas for improvement in software applications. Previous roles involved successfully resolving application issues, improving system functionality, and enhancing user satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Application Analyst Enterprise Service Management
Computer Warehouse Group Limited (MTN Nigeria)
02.2017 - 06.2020
- Configure threshold for over 500 enterprise devices to ensure proper escalation to the appropriate team through email and Service Now
- BMC Software Tools (Remedy, Discovery, Capacity Optimization, TSOM) Support, Installation, Configuration, Customizing and troubleshooting.
- Ensured minimal downtime and optimum running of BMC TSCO to provide adequate resource utilization/needs and reduce costs.
- Performed customization of the TrueSight console to perform user account management, system, and data warehouse-related tasks.
- Recommend plan upgrades/patches and roll out of new features on BMC TSCO
- Provided support and communication to application users on their requests/issues encountered (Investigation and analysis of user problems and application bugs)
- Install and configure monitoring on Servers and Storages in the MTN Enterprise environment using agent and agentless tools
- Translate Strategic, Tactical, and Operational objectives of MTNN business units to Service Level Agreements/IS deliverables
- Perform Batch application support, job scheduling, job creation, scripting, file transfer, and administration using BMC Control M
IT Support Engineer
Computer Warehouse Group Limited
07.2014 - 02.2017
- Perform and report root cause analysis of incidents. (initiate a problem ticket where necessary)
- Ensure successful operations of the Connect-Stores and Services Centers management. (Prompt resolution of escalation, daily monitoring of network and system performance)
- Direct interface between IS and end users in Telephonic, Electronic, or hands-on systems fault resolution throughout the organization.
- Investigate problems in search of the root cause analysis and the solution.
- Perform LAN support functions (troubleshooting) before escalating to LAN Engineers.
- Supporting IS personnel using applications systems such as Single View, Siebel CRM, and Promasys.
- Monitoring of system security violations. Performing Virus Remediation remotely (Using MacAfee Virus console)
- Desktop software (MS Office, Windows OS) and hardware (HP, Dell) Support, Installation, Configuration, and troubleshooting.
IT Trainee
Computer Warehouse Group (CWG)
01.2014 - 04.2014
- Basic troubleshooting of desktops and laptops.
- Performed server and storage installation and configuration, worked on Wincor Nixdorf ATMs: configured a new ATM, basic understanding of the parts and functions, error codes, and how they can be resolved.
- Carried out preventive maintenance on laptops and workstations at the customer site (organization).
- Introduced to the concept of virtualization, cloud computing, Unix OS
Education
Bachelor of Science - Computer Science
Bells University of Technology
Otta, Ogun State, Nigeria10-2011
Associate of Science - Health Sciences
Prince George's Community College
Largo, MDSkills
- Configuration Management
- Complex Problem-Solving
- End-User Training
- Process Automation
- Application Analysis
- Application installation
- Requirements Gathering
- Cost-benefit analysis
- Customer Support
- Incident Management
- Capacity Planning
- Device configuration
- Application support
- System Configuration
- Client Relationship Building
- Remote Support
- Virtualization Technologies
Certification
Certifications: Microsoft Certified Professional (MCP)
Information Technology Infrastructure Library 2011 FOUNDATION (ITILF)
Cisco Certified Network Associate (CCNA)
Languages
English
Full Professional
References
References available upon request.
Timeline
Application Analyst Enterprise Service Management
Computer Warehouse Group Limited (MTN Nigeria)
02.2017 - 06.2020
IT Support Engineer
Computer Warehouse Group Limited
07.2014 - 02.2017
IT Trainee
Computer Warehouse Group (CWG)
01.2014 - 04.2014
Bachelor of Science - Computer Science
Bells University of Technology
Associate of Science - Health Sciences
Prince George's Community College
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