Customer Service Support
Resume:
OLAIDE K, IYIOLA
Apt #***9, Houston TX 77083
Cell: 201-***-**** ************@*****.***
OBJECTIVE
A multi-skilled IT support analyst with in-depth knowledge of installing and configuring computing systems. Experienced in providing client focused IT support and in successfully analyzing and resolving IT hardware and software problems in a timely and accurate fashion. Having the ability to maintain a high degree of customer service for all support queries and possessing strong analytical and documentation skills. TECHNICAL SKILLS AND ABILITIES
Active Directory processes, Microsoft Windows 7, Microsoft Office 2010 Suite, Lotus Notes, ERP Applications, Windows 2003/2007 Server Enterprise Edition, and VPN Remote connection. WORK EXPERIENCE
Robert Half Technology Jun. 2015 – Present
Position: Technical Support Analyst with FBISD
Responsibilities:
• Perform operations such as installations of hardware, computer peripherals and software required for impacting of knowledge within the schools system
• Provide technical assistance and support for incoming queries regarding issues relating to creation of user profile and resetting of users’ passwords.
• Provide help desk support, install software and hardware for servers and workstations and run reports to determine malfunctions that continue to occur.
• Answering incoming calls from clients, processing emails and logging calls. Following procedures/checklists and updating support documentation.
• Perform preventative and corrective maintenance on information systems; assist with administration of overall network infrastructure, phone systems, and servers. Collabera Inc Jul. 2014 – May. 2015
Position: IT Helpdesk Technician (Contract with JPMC) Responsibilities:
• Provided computer help desk support via telephone communications and recommend desktop support for end-users resulting in about 30 – 35 closures a day
• Performed diagnostics troubleshooting of application issues, system issues, document help desk tickets and resolutions
• Maintained a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
• Supported users with operations such as single sign on, application password reset, mainframes password reset, user identity validation
• Resolved technical problems with Local Area Networks (LAN), remote connections, Citrix client downloads, and RSA authentication for clients.
• Evaluated system configuration and software to ensure effective use of hardware resources.
• Responded to email messages for customers seeking help, asked questions to determine nature of problem and walked customer through problem-solving process.
• Performed activities such as trainings of clients on issues that can be resolved through the use of self-service tools provided by firm.
• Diagnosed and solved problems and escalated more complex issues for resolution or arranged for outside service when necessary.
• Accepted ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary. NJDC (State of New Jersey)
Position: Support Technician (Human Service Assistant) Apr. 2009 – Jun. 2014 Responsibilities:
• Actively involved in the purchasing of Goods and services for the center.
• Performed various administrative duties such as mass-mailings to support fundraising efforts for the developmentally disabled individuals
• Prepared mailing labels and envelopes, and disbursed via postal service
• Responded to email messages for customers seeking help, ask questions to determine nature of problem and walk customer through problem-solving process in information technology.
• Maintained excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues EDUCATION
Bachelors in Industrial Design & Materials Engineering Mar.1999 – Jul. 2004
(GPA: 3.47/4.00)
Federal University of Technology.
Membership and Honors
• Institute of Industrial Engineers (Student Member).
• Industrial Design Society of America (IDSA).
• Member SAP User Group.
• Best Graduating Student 2004.
Referees are available on request.
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