Technical Support Specialist

OLUWAFUNMILOLA IKUSIKA

Crofton, MD ****

Mobile: 301-535- 2765 Email: **********@*****.***

Professional Objective

Highly skilled and customer-focused Senior IT Support Specialist with 7+ years of experience in providing technical support. Extensive experience in managing and securing mobile devices and resolving complex issues. Seeking a challenging position in a reputable organization to leverage my expertise in delivering exceptional customer service and driving client satisfaction. Summary

Experienced Senior Support Specialist with a strong background in providing technical support to clients, troubleshooting software and hardware issues, and resolving technical problems in a timely manner. Possess solid knowledge of various operating systems, network protocols, and software applications. Proven ability to manage a high volume of support tickets, prioritize tasks, and meet or exceed service level agreements (SLAs). Excellent interpersonal and communication skills, with the ability to explain technical concepts to non-technical users. Skilled in ITIL best practices and following incident, problem, and change management processes. Collaborative team player with a track record of effectively working with cross-functional teams to ensure successful resolution of customer issues. Skills

● Technical Support and Troubleshooting

● Operating Systems (Windows, Mac, Linux)

● Network Protocols and Infrastructure

● Mobile Device Management (MDM) Solutions (Hexnode, Apple Business Essentials, Jamf Pro)

● Device Configuration and Provisioning

● Security and Compliance

● Troubleshooting and Support

● Mobile Operating Systems (iOS, MacOS, Windows Mobile)

● Communication and Collaboration

● Analytical and Problem-Solving

Professional Experience

Senior Support Specialist, Call Tracking Metrics, 2021 - Present

● Conduct regular device performance assessments and optimizations, implementing necessary adjustments for improved efficiency.

● Assist in the development and implementation of IT policies and procedures to ensure compliance with organizational standards.

● Maintain accurate records and documentation of support activities, including tickets, resolutions, and knowledge base articles.

● Onboard new hires and provide guidance in using allocated devices.

● Provide technical support to a diverse client base, troubleshooting software and hardware issues, and resolving network connectivity problems.

● Manage inventory of mobile devices, ensuring proper documentation, maintenance, and tracking of assets.

● Collaborate with cross-functional teams to deploy and support mobile applications and tools, enhancing productivity and efficiency.

● Investigate and resolve complex technical issues escalated by junior support staff, utilizing in-depth knowledge of operating systems, networking, and software applications.

● Document support processes, procedures, and troubleshooting steps to improve support efficiency.

Desktop Support/Junior System Administrator, University of Maryland, Users & System Support, College Park, MD, November 2018 - August 2021

● Assisted in the installation, configuration, and administration of Centos/Redhat systems using Kickstart Servers and unattended installation.

● Monitored network security and intrusion detection, adjusting and updating systems to meet company requirements.

● Configured and provisioned Mac, iOS, and Windows devices, including setting up profiles, policies, security restrictions, and patching.

● Provided first-level contact and troubleshooting for application issues, conveying resolutions to customer issues.

● Offered telephone and in-person support to end users for network and application issues.

● Documented and updated all customer correspondence relevant to internal information via a ticketing system.

● Managed and created shares with appropriate permissions.

● Installed and upgraded network computer applications, performed hardware upgrades, and conducted critical backups.

● Enhanced system security integrity through thorough evaluation, identification, and patching of vulnerabilities.

● Monitored servers and services through vSphere monitoring tool.

● Provided end-user support, resolving technical issues and offering assistance for all operating systems.

● Managed assigned projects to deliver services in accordance with established objectives.

● Conducted basic troubleshooting on Server 2008 R2 and Server 2012 R2.

● Provided end-user services escalation requiring Windows administrative assistance for help desk services.

● Managed computers and servers by monitoring performance, configuration, maintenance, and repair.

● Assisted in the installation, upgrading, and configuring of RedHat Linux manually and using Kickstart Servers.

● Delivered technical support to clients, diagnosing and resolving software and hardware issues. Education

● System Administration Diploma, 2018

● Bachelor's Degree in Biochemistry, 2012

Certifications and Training:

●

● Security Awareness Training

● Hexnode Certified Professional - iOS and MacOS

● Hexnode Certified Expert iOS and MacOS

● Security and Privacy Training

References:

Available upon request

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