Tosin Oyetunji

· I shift focus to assisting peers with difficult technical issues and other sensitive problem. Also served as subject matter expert for Prisma compute in a major reorganization of the customer support model.

· Conduct regular account meetings to communicate best practices and future enhancements and also develop plan for expanded functionality usage and adoption among client components/chapters

· Identifying issues related to Vulnerability (CVEs), Compliance (NIST SP 800-190/ PCI/HIPAA/DISA STIG/GDPR) Runtime and WAF in customers deployment both on-premises and cloud (AWS / GCP / AZURE/ IBM)

· Collaborating with Account managers for better customer experience during on-boarding and after on-boarding.

· Writing technical knowledge center articles on architectures and common issues faced by clients.

· Optimize client relationships by building strong and productive relationship with key decision makers

· Nurtures customer relationship and acts as a sales enabler to drive loyalty toward while managing and mitigating risks to the client relationship

· Prioritizing and handling multiple tasks, researching and analyzing pertinent client, industry and technical matters, utilizing problem-solving skills, and communicating effectively in written and verbal formats to various audiences (including various levels of management and external clients) in a professional business environment.

· Identifying and addressing client needs, building relationships with clients, developing requests for information, demonstrating flexibility in prioritizing and completing tasks, communicating potential conflicts to a supervisor.

· Act to resolve issues which prevent effective team working, even during times of change and uncertainty.

· Collaborating and contributing as a team member, understanding personal and team roles, contributing to a positive working environment by building solid relationships with team members, proactively seeking guidance, clarification and feedback.

· Core expertise in S3, Amazon RDS for PostgreSQL, MySQL, MariaDB, Aurora, AWS SFTP, Database Migration Service (DMS), Schema Conversion Tool (SCT) Lambda, VPC, EC2, IAM, KMS and Cloud Formation, Simple Notification Service (SNS), CloudWatch, CloudTrail, KMS.

· Business and Operations Analysis within marketing, operations, or risk analysis using quantitative techniques.

• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
• Streamlined support processes for increased efficiency and reduced response times.
• Collaborated with cross-functional teams to develop solutions for recurring technical problems.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Contributed to sales efforts by providing pre-sales technical consultations, addressing prospective client concerns regarding product functionality and compatibility.

· Managed a team of back-end engineers in driving service improvements by improving service uptime across all carriers and network assets.

· Managed SIM-CARD deployment phased roll out of VAS (Value Added services), Service Provisioning, etc. to drive business goals.

· Developed end user documentation and training materials for proprietary software including EIS, SIEBEL & RBT portals

· I was responsible for the creating reports, programs BAMs, & BPMs as well as add-on applications to perform small features on the ERP systems

· I communicated the goals, policies, and procedures of the company to the CIS team; and developed plans to implement these needs

· Evaluated current technology use and needs of the company and recommended software and hardware improvements.

· Managed backup, security, and user help systems

· Participated in planning and designing technologies to meet the growing needs of the business.

· Organized stand up meetings with team members.

• Exceptional expertise in Sybase Oracle and SQL Server.
• Superior familiarity with LINUX Windows and Windows XP.
• Managed vendor relationships for 20+ infrastructure and application support projects.
• Achieved the highest level of productivity, handled over 1000 calls per month. Earned solid reputation for resolving complex issues and providing exceptional customer service.
• Utilized a CRM daily to track and work desktop support tickets such as hardware repairs, installing software, maintained user permissions, and answered user’s questions.
• Installing, supporting and maintaining new server hardware and software infrastructure.

· Developing and implementing databases onto the company's server so as to amend the work flow.

· Participated in a team that managed and administered multiple SQL server instances installed on a windows server 2003 operating system consisted of multiple databases basically on tasks such as consistency checks.

· Consulting with top management in order to understand their requirements and the role of the database systems

· Establishing Entity Relationship Diagrams to help quicken the data processing and data flow

· Conducting database normalization with the intention of reducing redundant data and to increase dependency of tables

· Performance tuning and maintaining your solution through all phases of the development life cycle

· Maintain the evergreen processes and assisting developing new automated processes

· Create and manage database objects, such as Tables, Indexes, and Views, database storage structures which include Data Tablespaces, Index Tablespaces, Rollback Tablespaces, and Rollback Segments.