Technical Support Customer Service

Temitope Ojosipe

1-443-***-**** • ******@*****.*** • Greater D.C./Maryland/Virginia (DMV) Region

Dedicated and results-oriented IT Technical Support professional with experience providing exceptional technical assistance and customer service to end-users. Possess strong analytical and problem-solving skills, a deep understanding of various IT systems and software, and a track record of effectively resolving complex technical issues. Seeking an opportunity to leverage my expertise and contribute to the success of a dynamic IT support team. CERTIFICATION AND TRAINING

Comptia Security+, Comptia Network+, Comptia A+, Comptia Project+ AWS Certification: AWS Cloud Practitioner

ITIL V4

Linux Essential

SOFTWARE, PLATFORMS & TOOLS

Networking - VPN, NAT, IPv4, IPv6, TCP/IP, VLANs, SMTP, SSH, SMTP Administration – Windows Server 2007, 2008, 2012, 2019, Solaris 10,11 Centos 6,7,8, RHEL 6,7, VMWare ESXi 5.0, RAID 0, 1, 5, AWS cloud, Microsoft Azure, Ubuntu Tools: Active Directory, LDAP, SolarWinds, Remedy, Nessus, Ansible, Chef, Jira, Red Hat Satellite, Pingdom, Splunk, Lucid Chart, Websense, Bash Shell Scripting KNOWLEDGE & SKILLS

● Project management

● Troubleshooting: Hardware, Software, Connectivity, Performance, and Security Issues

● Research and Development

● Software Applications: Microsoft Office Suite, Adobe Creative Suite, Antivirus Software

● Technical Leadership

● Remote Support Tools

● Secure Virtualization

● Enterprise security operations

● Customer Service

● Flexible and teachable

EDUCATION

Bachelor of Science: Information Technology Current Western Governor’s University, Salt Lake City, Utah. Bachelor of Science: Physics August 2009-June 2014 Olabisi Onabanjo University

IT EXPERIENCE

Technical Support Specialist January 2018- Present Compixel Technologies

● Provided frontline technical support to end-users, both remotely and on-site, resolving hardware and software issues promptly and efficiently.

● Diagnosed and troubleshooted complex technical problems, including hardware failures, software conflicts, and network connectivity issues, resulting in a 30% reduction in average ticket resolution time.

● Assisted users with application installations, system configurations, and peripheral setups, ensuring a smooth and seamless user experience.

● Created and maintained documentation for common technical issues and solutions, improving the knowledge base and reducing repeated support requests.

● Collaborated with cross-functional teams to escalate critical issues and ensure prompt resolution, achieving a customer satisfaction rating of 95%+.

● Conducted remote training sessions for users on various software applications and IT best practices, increasing user proficiency and reducing support requests by 20%.

● Assisted in the setup and maintenance of virtual machines for testing and development purposes, streamlining the development process.

● Implemented security measures, including antivirus software and firewall configurations, to safeguard the organization's network and data.

Technical Support Tier 1 August 2013- December 2017 Pragmatics

● Provided technical support for a wide range of IT systems, including hardware, software, and networking components.

● Responded to incoming support tickets within SLA timeframes, maintaining a high level of customer satisfaction and achieving a 95%+ customer rating.

● Collaborated with the IT team to implement software upgrades, patches, and system updates, ensuring a secure and up-to-date IT environment.

● Conducted regular system audits to identify vulnerabilities and potential issues, implementing preventive measures to enhance system reliability.

● Assisted in the deployment of new computer systems and hardware, ensuring proper installation and configuration for end-users.

● Maintained and developed documentation for system processes and procedures.

● Trained new employees on IT policies, procedures, and best practices, ensuring a smooth onboarding process for all new hires.

Data Analyst (intern) August 2011 - May 2013

Lifelink

● Developed reports and analyzed data to measure patient clinical outcomes and network performance.

● Provided SAS programming consultations and support on various projects.

● Reviewed and provided analytical expertise related to summary statistics including tables, listings & figures

● Collaborated and ensured adequate communication with business owners on project status

● Reviewed protocols and reports to ensure that objectives are met, and standards are maintained and implemented data and safety monitoring reports to ensure participants safety

● Prepared and presented Key Performance Indicators (KPIs) reports summarizing findings to be distributed to internal and external stakeholders including regulatory agencies

● Worked with Head of departments to provide analytical, reporting, and SAS programming supports on several projects

● Designed and implemented improvements in Executive level reporting and presentations, including dashboards related to costs, utilization, trends, capitation rates, and healthcare provider analysis

● Analyzed Monthly and Quarterly performance and benchmark against Budgets and Projections to provide management with insights to derive intelligence and provided guidance on decision making process

● Prepared and presented technical analysis reports at a level understood by diverse audiences including Senior Executives, Directors, Managers, and other stakeholders

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