Summary
Overview
Work History
Education
Skills
Certification
Projects
Operatingsystems
Additional Information
Languages
Timeline
Generic

Paul Aderanti

Chicago,IL

Summary

Accomplished senior application support engineer with over 9 years of experience in building and scaling high-performing support teams for SaaS companies. Demonstrated expertise in optimizing help desk tools, managing tiered customer-facing support agents, and driving operational efficiency. Proven track record in enhancing customer satisfaction metrics, reducing call volumes by addressing root causes, and aligning support strategies with business objectives. Adept at leading cross-functional teams, implementing inbound playbooks, and fostering a culture of continuous improvement. Known for exceptional problem-solving skills, effective communication, and a customer-centric approach.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Lead Application Support Engineer

First Bank
04.2021 - Current
  • Provided exceptional technical support to over 500 end-users, consistently achieving a 95%+ satisfaction rating
  • Diagnosed and resolved an average of 50 technical issues per week, ensuring uninterrupted business operations
  • Implemented proactive maintenance strategies, resulting in a 20% decrease in hardware failures and a 15% improvement in system performance
  • Led the deployment and configuration of operating systems, software applications, and peripheral devices for new hires, streamlining onboarding processes
  • Managed and optimized network infrastructure components, ensuring 99.9% uptime and compliance with industry security standards
  • Conducted bi-monthly training sessions for end-users, leading to a 20% reduction in IT support tickets and increased user proficiency.

Lead IT Support Engineer

ClearBridge Technologies
10.2020 - 03.2021
  • Built and scaled a high-performing support team for a SaaS platform, enhancing team efficiency and performance
  • Optimized help desk tools and processes, reducing average resolution time by 30% and minimizing disruption to business operations
  • Implemented customer interaction satisfaction metrics, leading to a 25% increase in customer satisfaction scores
  • Coordinated deployments, upgrades, patches, and configuration changes, adhering to change management processes, resulting in a 20% decrease in deployment-related issues
  • Developed and implemented inbound playbooks, achieving a significant reduction in inbound call volume by addressing root cause issues
  • Successfully hired and onboarded additional Customer Support Reps, enhancing team capacity and performance.

Snr. Embedded Systems Support Engineer

ClearBridge Technologies
08.2018 - 09.2020
  • Provided technical support for embedded systems, achieving a 90% first-time resolution rate for hardware/software issues
  • Collaborated with cross-functional teams to address technical challenges, resulting in a 20% increase in system stability
  • Developed and maintained technical documentation, reducing onboarding time for new team members by 50%
  • Participated in the design, testing, and validation of embedded systems, ensuring compliance with industry standards
  • Integrated software/firmware updates and patches, following change management processes, reducing update-related downtime by 25%
  • Trained and guided end-users and internal teams on the operation and troubleshooting of embedded systems, increasing user satisfaction by 40%.

Snr. IT Specialist

Discovery Insurance
05.2017 - 07.2018
  • Assessed IT infrastructure regularly to ensure it met necessary demands, improving system reliability by 35%
  • Managed daily operations of the IT department, developed strategies to increase efficiency, and improve customer satisfaction
  • Coordinated the needs of in-house IT experts, remote employees, vendors, and contractors, reducing response times by 20%
  • Protected customer data through encryption and secure storage practices, leading to a 0% data breach rate
  • Assisted with the installation of new hardware and software, and trained employees on its use, improving system adoption rates by 25%
  • Created and maintained project documentation, enhancing project tracking and completion rates by 30%.

Technical Support Analyst

Discovery Insurance
01.2014 - 04.2017
  • Acted as the primary point of contact for escalated technical issues, successfully resolving over 95% of cases without further escalation
  • Conducted in-depth analysis of network requests and activity logs to identify and resolve technical issues, improving system reliability
  • Worked closely with the engineering team to identify and prioritize system bugs, contributing to the continuous improvement of banking software
  • Developed comprehensive support guides and FAQs that empowered the support team to handle common issues more efficiently
  • Provided training sessions for both internal staff and external clients on new software features and best practices, enhancing overall user competence.

Education

Master’s in information communication technology -

Babcock University
06.2018

BSc in Information Resource Management -

Babcock University
06.2012

Skills

  • Customer Relationship Management (CRM): Salesforce, Microsoft Dynamics
  • Configure Price Quote (CPQ): Apttus, Oracle CPQ
  • Contract Lifecycle Management (CLM): Agiloft, Icertis
  • Enterprise Management Systems (EMS): SAP, Oracle E-Business Suite
  • Automation Tools: UiPath, Automation Anywhere, Blue Prism
  • IT Service Management (ITSM): BMC Remedy, Cherwell
  • Knowledge Management: Confluence, SharePoint
  • Monitoring and Alerting: Splunk, Nagios, New Relic
  • Data Analysis and Visualization: Tableau, Power BI
  • Ticket Management: JIRA, Trello, Asana, ServiceNow
  • Communication Tools: Slack, Microsoft Teams, Zoom
  • Development and Collaboration: GitHub, GitLab, Bitbucket
  • Programming Languages: Java, JavaScript, SQL
  • Frameworks: Spring, Hibernate, Angular
  • DevOps Tools: Jenkins, Docker, Kubernetes, Ansible, Terraform
  • QA Testing Tools: Selenium, JUnit, TestNG, Postman, SOAP UI
  • ITIL
  • AI-driven Automation
  • Knowledge Management Tools
  • Data Analysis
  • Incident Management
  • Agile/Scrum Methodologies
  • Communication
  • Problem-solving
  • Decision-making
  • Adaptability
  • Proactive Mindset
  • Team Development
  • Cross-functional Collaboration
  • Strategic Planning
  • Process Improvement
  • Customer Service Excellence
  • Performance Management

Certification

  • Diploma AWS Solution Architect
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+
  • Project Management Professional (PMP)
  • ITIL Foundation Certification
  • Certified ScrumMaster (CSM)

Projects

Active Balance Manager (ABM) 

Role: Application Support Engineer

Tools: AWS, Bitbucket, Tomcat, MySQL Workbench, IntelliJ, New Relic, Jira, Jenkins, Slack, Graylog, TeamViewer, Ansible, Cisco Prime Infrastructure, SecurityCenter, SailPoint, Commvault, PowerShell, MFA, ServiceNow, 

  • Monitored the performance, availability, and reliability of Fleet Management applications, improving uptime by 15%.
  • Responded to user-reported issues and incidents related to software applications, reducing resolution time by 25%.
  • Investigated and troubleshot technical problems, implementing solutions promptly, achieving a 90% first-time fix rate.
  • Provided technical assistance and support to end-users, including troubleshooting application errors and guiding users through software functionalities, enhancing user satisfaction by 20%.


MCAUI Decoder Upgrade

Role: Embedded Systems Support Engineer

Tools: Gerrit, Jazz, Eclipse, NetBeans, Jenkins, MySQL, Tomcat, XML, Java 7, AWS, IntelliJ, New Relic, Jira, Graylog, Teams, Ansible, Cisco Prime Infrastructure, SecurityCenter, Commvault, PowerShell, 

  • Provided technical support for embedded systems, including hardware, firmware, and software components, resolving 95% of issues within SLA.
  • Diagnosed root causes and implemented solutions to resolve embedded systems issues, improving system reliability by 20%.
  • Developed and maintained technical documentation for troubleshooting and knowledge sharing, reducing issue resolution time by 30%.
  • Participated in the design, testing, and validation of embedded systems, ensuring compliance with industry standards, resulting in a 25% improvement in product quality.

Operatingsystems

  • Mac
  • Windows
  • Linux
  • Android
  • IOS

Additional Information

  • Strong foundation in Java programming: Classes, objects, inheritance, polymorphism, exception handling.
  • Experience with Agile development: Sprint planning, daily stand-ups, retrospectives.
  • Proficiency in SQL query writing and database design: MySQL, PostgreSQL, ORM frameworks like Hibernate

Languages

English
Native or Bilingual

Timeline

Lead Application Support Engineer

First Bank
04.2021 - Current

Lead IT Support Engineer

ClearBridge Technologies
10.2020 - 03.2021

Snr. Embedded Systems Support Engineer

ClearBridge Technologies
08.2018 - 09.2020

Snr. IT Specialist

Discovery Insurance
05.2017 - 07.2018

Technical Support Analyst

Discovery Insurance
01.2014 - 04.2017

Master’s in information communication technology -

Babcock University

BSc in Information Resource Management -

Babcock University

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Paul Aderanti