Babatunde Adeniran

I'm an experienced Network support engineer, having provided network support for the past 10 years. I believe that this opportunity would project my career path in the right progression.

I have several years of experience in NOC Operations, network monitoring, incident management, and troubleshooting of core technology systems. In my previous role, my commitment to customer satisfaction and being intentional about getting issues resolved in a timely fashion is one thing that has stood me out. I believe my expertise, teamwork skills, and passion for technology make me an excellent candidate for this position.

Thank you for taking the time to review my application. If you have any questions, I'm happy to answer them over the phone or via e-mail to continue pursuing this appealing opportunity.

Network Support Engineer Mar 2021 – Present

• Handle escalated issues via trouble tickets and work closely with field engineers, NOC, and customer engineers to resolve service issues.
• Provision of last-mile and PoP-2-PoP support to enterprise customers on every network-related issue.
• Troubleshoot and resolve link outages, packet drops, and slow connectivity-related issues on the enterprise network.
• Monitoring of network performance across NMS such as Netboss, PRTG, and Solarwind.
• Troubleshoot and provide support for BGP, OSPF, IS-IS, EIGRP, and RIP networks.
• Handling end-to-end enterprise customer fault management and resolution.
• Implement change requests as per business needs on network equipment.
• Configuration of enterprise services on microwave devices such as Cambium, Intracom, Huawei, and Ericsson.
• Working knowledge of Layer 2 and Layer 3 services including STP, MPLS, VLANs, VPLS, VRF and VPRN.

• My dedication to customer satisfaction and SLA fulfillment helped improve MTTR and reduced churn.

Incident Manager Jun 2017 – Feb 2021

• Managed emergency, critical and major outages and ensured fault resolution within speculated SLAs on a 24x7 shift.
• Responsible for informing all the respective stakeholders for prompt resolution and proper follow-up till all incidents are resolved.
• Managed incidents and network performance within the agreed SLA, OLA, and KPI
• Followed up with Field Maintenance engineers to ensure prompt resolution of major faults on site.
• Managed every customer-approved change request end-to-end.
• Prepared end-of-shift report analysis on all the major outages within my shift circle.
• Worked with problem management to identify reoccurring incidents and support service improvement plans to negate the reoccurrence of incidents.

• My contribution and excellent dedication to meeting SLAs and KPIs resulted in achieving an average network availability of 99% and improved customer satisfaction.

Huawei Technologies Limited – NOC

• Co-ordinate the network surveillance team (front office engineers) for incident alarms/outage capturing and ticketing to ensure Service Level Agreement is kept on a 24x7 shift.
• Handle incidents/outages and change requests/planned activities impacts to ensure minimal downtime. 
• Synchronize escalations between the Base Station Subsystem, Transmission, Fiber, Core, and Passive teams for timely incident resolution.
• Escalate outages/incidents to senior management staff, customers, and stakeholders.
• Follow up on all outages/incidents until resolution is achieved and ensure it's within the Service Level Agreement (SLA)
• Perform data analysis; daily, weekly, and monthly performance analysis for the network surveillance team (front office engineers)
• Analyze the ticketing system (OWS) on a daily, weekly & monthly basis for incident resolution tracking.
  • I was able to manage and build a committed team which resulted in improved MTTR and meeting the targeted SLA with overall customer satisfaction.

Network Operation Center Engineer Jun 2011 – Jul 2015

• Proactive alarm monitoring of network nodes such as the Base Station Subsystem, and Transmission (Microwave and Fiber) on the NMS on a 24x7 shift.
• Managed creation, assignment, and closure of trouble tickets and work orders within SLA and with quality RCA
• Responsible for handling incident trouble tickets and following up with the responsible parties until resolution.
• Followed up with other vendors, Field Maintenance Engineers, and Back Office Engineers to provide periodic updates on pending issues until resolution.
• Prepared end-of-shift report analysis for pending outages within my shift circle.

• My commitment to providing quality RCA and active team player resulted in customer satisfaction.

Bachelor's Degree in Computer Science