Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Omotayo Dada

Houston,TX

Summary

Experienced Technical Support Analyst with over 7 years in oil and gas, healthcare IT, and SaaS industries. I specialize in enterprise solutions, troubleshooting various operating systems and applications like Windows 10/11, macOS, Microsoft Office, Google Workspace, ServiceNow, and Jira. Proficient in network protocols (TCP/IP), VPN technologies, and cloud platforms such as EMR and CRM systems. I excel at resolving complex technical issues efficiently while ensuring compliance with industry standards.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Lead Technical Support Analyst

British Petroleum
10.2022 - Current
  • Performed executive support for VP's and live traders on the trading floor.
  • Led troubleshooting efforts for complex technical issues, enhancing system stability and user satisfaction.
  • Mentored junior analysts, fostering skill development and improving team performance.
  • Streamlined support processes, reducing resolution times and increasing service efficiency.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Collaborated with cross-functional teams to identify and resolve complex technical issues.
  • Reduced ticket backlog by implementing more efficient workflows and prioritization techniques.
  • Managed high-priority incidents, ensuring swift resolution and minimal downtime for clients using servicenow ticketing system.
  • Enhanced customer satisfaction by providing timely and accurate technical support to clients.
  • Initiated root cause analysis investigations on recurring issues leading to long term resolutions that improved system stability.
  • Served as liaison between clients and internal development teams, facilitating effective communication on issue resolution progress and updates.
  • Installed and configured operating systems and applications.
  • Generated reports to track performance and analyze trends.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Tested new software and hardware prior to deployment.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Analyzed performance metrics to identify trends and areas for improvement in the support process.
  • Established strong relationships with key stakeholders by delivering exceptional service during critical system outages or other high-impact incidents.

Application Support Engineer

CVS Pharmacy
10.2021 - 09.2022
  • Supported software integration and implemented maintenance enhancements.
  • Delivered high-quality application updates using agile methodologies to ensure continuous improvement.
  • Reduced downtime for clients by swiftly addressing and troubleshooting software defects and bugs.
  • Maintained up-to-date knowledge of industry trends, allowing for innovative strategies in application support engineering.
  • Improved application performance through optimization of flow processes.
  • Communicated technical development stages and provided design support to stakeholders.
  • Performed root cause analysis on recurring issues, implementing long-term resolutions to prevent recurrence.
  • Contributed to continuous improvement and quality assurance tasks.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Collaborated with stakeholders regarding project capabilities and limitations to deliver optimal functionality.
  • Participated in design and planning exercises for future software rollouts.
  • Used Python, JavaScript and SQL Server to develop new applications.

MLB Repair Technician

CSAT Solutions
05.2020 - 08.2021
  • Maintained inventory of repair supplies and ordered parts.
  • Completed all repair and maintenance activities promptly and to high quality standards.
  • Inspected and tested, repaired and refurbished products for proper operation.
  • Adhered to strict safety protocols while working with potentially hazardous materials or electrical components during the repair process.
  • Tested parts and components to confirm adherence to manufacturer specifications.
  • Consistently met or exceeded performance metrics for repair completion times and customer satisfaction ratings.
  • Enhanced device functionality by conducting comprehensive diagnostics and repairs on wide range of electronic equipment.
  • Fostered culture of continuous improvement by leading training sessions on latest repair techniques and technologies.
  • Maintained up-to-date knowledge of industry advancements, applying new methods to repair processes when beneficial.
  • Reduced costs for customers by accurately identifying issues that could be resolved through minor adjustments instead of full replacements.
  • Improved safety standards by adhering to strict electrical and mechanical repair protocols, reducing workplace incidents.

Production Technician

Abudhabi National Oil Corporation (ADNOC Drilling)
11.2014 - 01.2017
  • Operated and maintained drilling equipment to ensure optimal production efficiency.
  • Conducted routine inspections and troubleshooting to minimize operational downtime.
  • Collaborated with cross-functional teams to implement safety protocols and enhance workplace safety.
  • Monitored production processes, identifying areas for improvement and recommending solutions.
  • Implemented quality control measures to ensure compliance with industry standards and specifications.
  • Troubleshot equipment malfunctions quickly to minimize disruptions in production schedules.
  • Assisted in quality control measures by performing routine inspections of products against established standards.
  • Performed regular calibration checks on instruments ensuring precision measurements throughout the production process.
  • Inspected equipment and systems to identify issues, immediately reporting problems to repair technicians.
  • Increased workplace safety, conducting thorough hazard assessments and implementing corrective actions.
  • Maintained accurate records of production data, enabling informed decision-making based on real-time insights.
  • Participated in root cause analysis investigations for recurring issues, identifying solutions to prevent recurrence.
  • Calibrated machines to maintain required productivity levels and adherence to quality standards.
  • Executed continuous improvement initiatives to streamline production processes.
  • Conducted detailed analysis of production bottlenecks, formulating strategies that smoothed workflow and enhanced output.

Data Analyst

Ketmot Oil
03.2012 - 04.2014
  • Analyzed large datasets to identify trends and support data-driven decision-making.
  • Developed interactive dashboards using Tableau and Power BI to visualize key performance indicators.
  • Collaborated with cross-functional teams to streamline reporting processes and enhance data accuracy.
  • Conducted in-depth statistical analyses to forecast sales and optimize inventory management.
  • Automated routine data collection processes, reducing manual entry errors and improving efficiency.
  • Integrated multiple sources of disparate data into cohesive datasets using ETL processes, improving overall analytic capabilities.
  • Assisted with creating data cubes and OLAP models to improve data analysis.
  • Implemented business intelligence solutions to increase operational efficiency.
  • Deployed predictive analytics models to forecast future trends.
  • Collaborated with stakeholders to identify business needs and data sources.
  • Created dashboards to monitor and track key performance indicators.
  • Developed customized reports, summarizing and presenting data in visually appealing format.
  • Developed custom algorithms to optimize data mining, increasing the effectiveness of analytical insights.
  • Produced monthly reports using Python, SQL and other advanced Excel spreadsheet functions.

Education

Information Technology

American InterContinental University
Houston, TX
01-2022

Associate of Science - Petroleum Engineering

Houston Community College
Houston, TX
05-2020

Skills

  • Incident management
  • Server maintenance
  • Network administration
  • Mobile device management
  • Security protocols
  • Hardware configuration
  • Disaster recovery
  • ITIL framework
  • Network support / configuration
  • Troubleshooting network issues
  • Customer communication and empathy
  • Continuous improvement
  • System testing
  • Quality assurance
  • User support
  • Agile methodology
  • Analytical thinking
  • Desktop support

Certification

  • Certified ITIL V4
  • Certified Security +

Timeline

Lead Technical Support Analyst

British Petroleum
10.2022 - Current

Application Support Engineer

CVS Pharmacy
10.2021 - 09.2022

MLB Repair Technician

CSAT Solutions
05.2020 - 08.2021

Production Technician

Abudhabi National Oil Corporation (ADNOC Drilling)
11.2014 - 01.2017

Data Analyst

Ketmot Oil
03.2012 - 04.2014

Information Technology

American InterContinental University

Associate of Science - Petroleum Engineering

Houston Community College

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Omotayo Dada