Desktop Support Customer Service

HANNAH O. BOLAJI

***** *********** ****, ******* ***** 77429

651-***-****, ******.*************@*****.***

SUMMARY

An experienced and knowledgeable information technology professional dedicated to providing excellent customer service while diagnosing and solving hardware and software issues. Strong ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution. Highly adaptable and experienced SQL Database Developer with a proven track record of high client satisfaction. Adept at adapting work pace to evolving client deadlines.

EDUCATION

Bachelor of Science, Information Technology May 2018

Cameron University Lawton, Oklahoma

WORK EXPERIENCE

IS Support Specialist September 2018 to April 2019

Gundersen Health System La Crosse, Wisconsin

•Worked with IS department colleagues and all end users to provide timely communication to customers.

•Logging and tracking of all service desk requests and for providing tier 1 and 2 technical support

•Provided updates and follow-ups on calls to ensure customer satisfaction.

•Troubleshot technical issues using applications / server logs.

•Performed ongoing development and administration on task such as account maintenance and reporting.

•Maintained computer labs and exam rooms by installing and updating software system.

•Supported and diagnosed workstations, network connectivity, printers, peripherals, telephones and lab applications issues.

•Performed laptop encryptions.

•Provided documentation of every calls in Cherwell System and escalated issues to appropriate Information Systems on-call support for further investigation.

Desktop Support Specialist Lawton, Oklahoma

Cameron University Tech Support Dept. May 2015 to May 2018

•Provided technical assistance to university employees and students on inbound telephone tech support calls, email correspondence or in person.

•Provided support to end-users via helpdesk system and remote support tools (LogMeIn Rescue).

•Used the Track-it software (ticketing system) to follow up on work-orders assigned to each technician and documenting how it was resolved and prepared documentation and instructions for systems usage, maintenance, troubleshooting and implementation as required.

•Supported over 5000 campus users with hardware, software, network connectivity issues and classroom/lab technology.

•Conducted and maintained inventory checks and submitted reports.

•Extensive knowledge of various servers, Windows 2008, 2012 including active directory.

•Delivered just in-time support across campus and respond to departmental emergencies in order to meet deadlines and support need of users.

•Maintained confidentiality and discretion when working with passworded or sensitive materials.

•Data backups, retention and restore.

•In-depth support of windows applications, user accounts, network printing and resolution of hardware and software issues.

•Followed up ticket escalation procedure along with instruction to find an urgent solution for the high priory task issue (planning and working flexibly to deadlines).

•Facilitated campus wide deployment of new windows and software with reliable modifications (Computer imaging, restoring, formatting, set up, upgrades, repair and data management skills).

•Malware, spyware and all other virus removals or cleanups.

•Great experience with end point management tools, such as SCCM etc.

•Cooperatively provided hands-on job function training to co-workers as needed.

•Recommended computer products and applications to improve productivity.

TECHNICAL SKILLS

•Language: Html, XML, C, Perl, C++, SQL, Javascript, VB Script, UML .

•Operating Systems: Windows 7 and 10, MAC, Unix, Linux and Solaris.

•Database Systems: Microsoft Access, Symantec ghost, Symantec backup, MS-SQL, MySQL, DB2, Universal Database V8.1, Access.

•Applications: QL-Loader, SQL Navigator, SSH, CITRIX, Dreamweaver, Microsoft exchange and Web-based technologies.

•Microsoft Office (Word, Excel spreadsheet, Outlook, PowerPoint, Project), Office365, D2L and blackboard.

•Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications, WAN and LAN.

•Basic understanding of Phone system administration functions / cisco ip phones, cisco jabber, skype and zoom.

•Extensive knowledge of Adobe Acrobat, Windows XP, Dell hardware, Microsoft Active Directory, Bitlocker and ERP.

•Experience with managing Google Suite services.

•Experience troubleshooting mobile devices i.e. IOS and Androids.

•Experience with ticketing systems i.e. Cherwell and Track-it.

AREAS OF EXPERTISE

Testing & Troubleshooting Project Management Methodologies Strategic Planning and

Execution Analytical Thinking Effective Communication Team Leadership Data Backup &

Recovery Windows Configuration Follow-Up Documentation and Reporting Vast Technical Knowledge Patient and Diligent Software Installation Ticketing System Knowledge Strong

Teamwork and Interpersonal Skills Time Management Skills Good listener Well Skilled with Active Directory Excellent Problem-Solving Skills Great Commitment to Work Verbal and Written Communication Skills Excellent multi-tasking skills.

ACHIEVEMENTS AND AWARDS

•Cameron University Honor Roll.

•Certificate of Appreciation for Outstanding Support of the Wichita Mountains Wildlife Refuge Database.

•Database Developer Award for the development of the Quality Assurance Database for Fires Division.

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