Technical Support Specialist

Olumayowa Ademola

Technical Support Specialist

Saint Cloud MN, 55301

Phone: 443-***-****

Email: **********@*****.***

Linkedin:www.linkedin.com/in/o

lumayowa-ademola-92a44117b

Results-driven Technical Support Specialist with 3+ years of experience. With a background in technical support, technical writing, and customer relationship management. Demonstrated expertise in troubleshooting, problem-solving, and communication. Proven ability to enhance user experiences and improve operational efficiency. Committed to delivering exceptional technical support and exceeding customer expectations. EMPLOYMENT HISTORY

Customer Relations Manager, Agora Financial

Nov 2018 - Feb 2020

Managed client relationships, acting as the primary point of contact for customer inquiries, complaints, and technical issues. Resolved customer issues promptly and professionally, increasing customer satisfaction by 20% Identified upselling and cross-selling opportunities, contributing to revenue growth by 25% Utilized CRM software (e.g., Salesforce) to manage customer interactions and track engagement metrics.

Technical Writer, Tenece Professional Services

Aug 2017- Nov 2018

Authored clear and comprehensive technical documentation, including user manuals, guides, and online help resources. Worked closely with subject matter experts to gather information and ensure accuracy and relevance of documentation

Simplified complex technical concepts into user-friendly language, ensuring ease of understanding for end-users.

Technical Support Specialist, The Home Depot

Aug 2016 - Nov 2017

Provided comprehensive technical support, resolving software, hardware, and network issues efficiently decreasing ticket counts by 20% Collaborated with cross-functional teams, including IT, product management, and engineering, to implement process improvements, boosting efficiency and customer satisfaction by 25% Utilized ticketing systems (e.g., Jira, Zendesk) to track and manage support requests, ensuring timely resolution. Conducted remote desktop sessions to troubleshoot and resolve user issues in real-time. SKILLS

Leadership

Technical Support

Software Installation Hardware

Diagnostics/Repair

Technical Writing &

Documentation

Customer Relationship

Management

Cross-Functional Collaboration

Ticketing Systems (e.g., Jira,

Zendesk)

CRM Software (e.g., Salesforce)

Content Management Systems

(e.g., Confluence, MadCap Flare)

Active Directory

Office 365Administration

EDUCATION

Saint Cloud State University,

Bachelor of Science in computer

science and creative writing

Jan 2020- Dec 2024

GPA: 3.5

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