STEPHEN OLABIYI

TECHNICAL SKILLS

•Tools: Office 365 (Word, Excel, Power Point, Outlook, Team, Visio, Citrix and Epic), Bomgar, WLMT, PC Refresh,Genesys

•Ticketing Systems: Service Now, Zendesk

•Networking: TCP/IP, Ethernet, VPN, Global Protect

EXPERIENCE

March 2023- Till Date Pomeroy Technologies, Dxc (Textron System) Desktop Support Analyst

Communicate with End-user through Emails, Teams, Telephone and In Person to identify and solve their technical issues.

Receive all various of issue through Service Now Ticketing System.

Provide on-site field support to customers daily with maximum support Tools.

Performs basic installations, upgrades and maintenance on hardware and equipment.

Assists in analysis of technical products, systems, and software for engineering support.

Build And Imaging new assets machine for customers use with all necessary’s configurations.

Update Laptop/Desktop to recent BIOS

Enable Managers to have access to terminated employees drives and other work Application remotely

Experience in legal holds devices as required.

Refresh new assets machine for customer use such as setting up their Outlook email, Teams, One Drive, Smartcard PIN, Net Work Password before Deployment.

Install all required Software/App based on the end-user daily work activities.

Assists in instructing customers in the operation and maintenance of systems/equipment.

Acts as a liaison with customers on administrative and technical matters for all assigned projects

Install all necessary Applications and software for user daily activities.

Using Active Directory to executive all possible difficulties, such as inability to sign in, Password reset, user ID, checking user profile is up to date.

Providing all necessary licenses for user use.

Moving all Assets to their appropriate OU, And Group Policy

Removing all Hardware from Users Desks as instructed

Install Monitors and laptops for New Hires/ Interns

Drive to other location for Users enquiries

Install Telephones on users’ desk And Configurations.

Create FedEx shipping Labels for ship out Asset to various locations.

Received in-coming Laptops/Desktops for end-users.

Monitors in and outcoming Laptops, Desktops and Tablets

Wiped collected Laptops/Desktops after quarantine for 5 days.

March 2019- December 2022

Aspinwood Consulting

Tier 2

Desktop Support Technician/Customer Representative

•Engage with users over the phone, in-person, or remotely (using Bomgar) to identify and resolve their technical issues/concerns.

•Respond to with user’s requests via phone calls, emails, ticketing system (ServiceNow), and Skype instant messaging; such as Active Directory password reset and functional/shared account request,

•Troubleshoot technical issues including network connectivity, MS office updates in a timely fashion.

•Escalate unresolved users’ issue to appropriate department by generating new ticket or reassigning existing ticket on ServiceNow, Zendesk

•Troubleshot 0365 related applications (Outlook, Excel, Word, PowerPoint)

•Route users to second-tier representative for second-level account verification or unique identifier reset.

•Perform local scan on computers as response to event/incident management to detect malicious activities or virus.

•Educate users on suspicious/phishing email and how to report suspicious email for further investigation.

•Respond to equipment failures, troubleshoot and repair equipment while providing user with productive communication/updates regarding the repair process.

•Assign technology equipment to users and continually maintain accurate inventory of assets in the Asset Management System.

•Document user’s record on the ticketing system, detailing purpose of call and action taken.

May 2017 - July 2019

Bowie State University (Student Worker/Volunteer)

Tier 2 Technical Support Representative

•Performed troubleshooting of software, hardware (HP) and network problems

•Provided technical support including password reset via phone, HEAT, e-mail, and remotely using TeamViewer application software to faculty, staff, and students, and vendors.

•Configured and installed HP PCs, software, and other peripheral devices such as scanners, mouse, and keyboards.

•Managed application configuration components to maximize performance, minimize downtime and operation disruption.

•Used established tracking system to log requests; monitors progress, tracks problem resolution, identifies patterns of failure, researches bug fixes and implements solutions; communicates with manager regarding unresolved problems.

August 2014 - January 2017

Charter Communications (Spectrum) Call Center Customer Service Representative

•Engaged with customers over the phone while identifying and resolving their issues/concerns.

•Performed account password reset, cable reset, and modem reset.

•Answered customers’ questions regarding bills and explaining bill details to customers for better understanding of the value of services being paid for.

•Assisted customers with products and services pricing information, place order and take payments using the ICOMS billing system.

•Provided customers with an overview or summary of their account; detailing amount past due, current balance, billing cycle, payment due date, amount and date of last payment using the C360 application.

•Placed order for seasonal disconnect using TNI tool, at the request of customer, after appropriate account authentication/verification.

•Effectively presented and discussed Charter's products such as cable, internet, and phone services.

•Ensured consistency of information provided to customers while educating them on Charter's products and services.

•Routed new and existing customers to appropriate department for assistance such as; new account setup, service disconnection and service troubleshooting. • Collaborated with other departments to resolve customers’ issues in a timely and professional manner.

EDUCATION

BOWIE STATE UNIVERSITY, Department of Management Information Systems Master of Science, Management Information Systems

OLABISI ONABANJO UNIVERSITY, Faculty of Social and Management Sciences Bachelor of Science, Business Administration

CERTIFICATION

CompTIA Security+

Contact this candidate