Customer Service Technical Support

PROFESSIONAL

SUMMARY

SKILLS

WORK HISTORY

OLALEKAN OWASOYO

■ Addison, TX 75001 ■ 972-***-**** ■ ***************@*****.*** ■ WWW: Bold Profile ■ l support and networking solutions. Proven expertise in troubleshooting, configuring, and maintaining computer systems and networks to ensure seamless operations. Certified in CompTIA Security+, CompTIA Network+, and CompTIA A+ with a solid background in data security and compliance. Skilled in remote support, customer service, and problem resolution, consistently achieving high first-contact resolution rates. Adept at implementing and maintaining security protocols to protect sensitive data and enhance system performance. Strong communicator with a commitment to improving client satisfaction and reducing operational costs.

• • Technical Support

• Network Configuration

• Data Security

• Hardware Diagnostics

• Software Installation

• Remote Support

• Troubleshooting

• System Configuration

• User Training

• Problem Resolution

• Client Relations

• Policy Compliance

• Network Installation

• Documentation

• Performance Optimization

• Mac Support

• Windows Support

• Active Directory Management

HELP DESK SUPPORT SPECIALIST 02/2023 to 05/2024

Fusion Wave, Caliente, CA

First-Contact Resolution: Utilized advanced technical knowledge to achieve high first- contact resolution rates, improving efficiency

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System Configuration: Configured and deployed hardware, assigned system permissions for new hires to streamline onboarding processes

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Client Interaction: Established strong client relationships through effective communication and understanding of their technical issues

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Security Protocols: Ensured adherence to data security policies during all customer interactions to safeguard sensitive information

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Documentation: Maintained comprehensive records of client interactions and resolutions, facilitating better future support

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Efficiency Improvement: Conducted thorough problem analysis to significantly reduce ticket resolution times

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Remote Assistance: Deployed remote support tools, minimizing the need for on-site visits and reducing operational costs

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User Training: Provided end-user training on system usage and best practices to enhance user proficiency and reduce support requests

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Policy Compliance: Verified compliance with IT policies and standards, ensuring secure and efficient operations

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Technical Expertise: Applied technical expertise to troubleshoot and resolve hardware and software issues effectively

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EDUCATION

CERTIFICATIONS

Mac and Windows Support: Provided support for both Mac and Windows operating systems, ensuring compatibility and smooth operation

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Active Directory Management: Managed user accounts and permissions using Active Directory to maintain secure access control.

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COMPUTER TECHNICIAN 02/2021 to 01/2023

CoreOS, Midland, TX

Hardware Maintenance: Diagnosed and repaired computer hardware issues to maintain optimal system performance

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Customer Support: Delivered remote technical support, boosting customer satisfaction and operational efficiency

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Software Solutions: Installed and configured software to meet user requirements, enhancing productivity and system performance

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Performance Enhancement: Recommended and implemented hardware and software modifications to optimize system performance

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Network Setup: Installed and configured network infrastructure, including cabling and wireless routers, to ensure reliable connectivity

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Equipment Integration: Integrated peripheral devices with network systems to improve functionality and user experience

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Troubleshooting: Identified and resolved network problems, maintaining seamless connectivity and reducing downtime

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System Upgrades: Conducted system upgrades to ensure up-to-date technology and improved performance

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Preventive Maintenance: Performed preventive maintenance to avoid potential issues and extend the lifespan of IT assets

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Technical Documentation: Created and maintained technical documentation for systems and processes to support IT operations.

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Computer Networking

My Computer Career - Dallas, TX

Associate of Science : Information Technology, 03/2021 Odessa College - Odessa, TX

• CompTIA A+

• Microsoft AI

• CompTIA Network+

• CompTIA Security+

• Microsoft AZ

• Linux Essentials

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