Customer Service It Support

Olaitan Thompson

***** ***** **** *****, ****, TX 77494 216-***-**** **************@*****.***

Professional Summary

Experienced and knowledgeable IT specialist with strong background in installation and maintenance of software and hardware for users, trained to deliver exceptional level of customer service in IT support with over 5 years of experience in customer service. Well-versed in networking and troubleshooting, bringing forth the ability to effectively manage and oversee optimal network services for an organization. Proficient in setting up administrator, user and server accounts, and experienced in managing the functionality of systems; resourceful and committed to continually advancing knowledge of relevant technologies.

Skills

Exceptional customer service skills.

Computer configurations, imaging, software and hardware installation, maintenance, and support of servers, workstations, and peripheral equipment.

Great skills in computer applications, Microsoft Office 365.

Ability to work in SCCM, Active Directory environment.

Outstanding team player with leadership, management and organizational skills

Excellent written and oral communication skills

Ability to troubleshoot and solve computer problems, and ability to meet deadlines.

Solid grip of Microsoft Azure and Microsoft Server 2016.

Exceptional decision making and problem-solving skills.

Well-versed in ServiceNow ticketing and Beyond trust (Bomgar) remote tools.

NetIQ Directory Resource Administrator skills

Hospitable, resourceful and high degree of integrity.

Ability to learn new computer applications quickly and independently.

Ability to work with little or no supervision or direction.

Strong multi-tasking and prioritizing skills, and ability to work in new environment.

Competitive research and analytical skills

Attention to Detail skills.

Employment History

Sr Service Desk Specialist (Supporting Tier 2), 02/2022 to Present.

U.S Department Of Labor/Mak-Nuaxis – Cleveland, OH

Network and System administration

Hardware and software analysis

Manage the IT needs of department of labor employees in Ohio region.

Enters service tickets into incident tracking system to facilitate faster problem identification and resolution.

Attends weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.

Responds to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.

Identifies system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.

Engages in user support interactions via telephone, chat and email platforms.

Image and configure hardware devices and software to set up workstations and peripherals for over 90 employees on a monthly basis.

Supports tier 1 desktop support to answer calls during surge periods.

Sr Desktop Support Technician (Tier 2), 12/2021 to 02/2022

Barrister/HCL Technologies/Aptiv – Warren, OH

Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and information security policies.

Provided administration and maintenance of IT hardware and software in production in conjunction with onsite & remote delivery teams

Provided support on all windows operating systems, resolve, record, and update incident resolution/client technical infrastructure.

Collaborated with SD manager in the troubleshooting & management of the site IT infrastructure such as desktops, laptops, TS, printers, mobile phones, software & other devices as requested.

Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.

Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.

Ordered, Imaged, setup and installed new computers, and ensured that service requests are completed within SLA

Smart hand support such as Network printer settings assistance, Reset power cycling of server, router etc. Tape rotation provided on request from SD, datacenter or SDM.

Coordinated together with Service Delivery to ensure compliance with organization's IT standards, policies to ensure application of hardware and software security standards and procedures in accordance with organizational policy

Senior Engineer Hughes, 06/2021 to 12/2021

Worldwide TechServices – Cleveland, OH

Provided customer support for designated equipment

Diagnosed and troubleshoot tech hardware problems

Performed basic, moderately, and complex troubleshooting activities for various electronics, including desktops, laptops, televisions, and basic printers, as well as MF Printers, Desk Side Support, HNS ESF, and Servers.

Provided exceptional/professional customer service to clients

Repaired of satellite and multiple transport systems; DSL, cable, T1 lines or wireless transport

Installation of transport systems; DSL, cable, T1 lines or wireless transport

Completed real time reporting of all calls and administrative tasks associated with each call as documented in established policies and guidelines

IT Technician, 02/2021 to 06/2021

Regency Technologies/RMG – Stow, OH

Investigated and corrected problems with printers, copiers and other peripheral devices.

Set up hardware and software in optimal configurations to meet network performance requirements.

Established, repaired and optimized networks by installing wiring, cabling and devices.

Tested, troubleshot, repaired and recycled over 350 laptops/desktops weekly for technical assistance on wide range of issues related to Software and hardware.

Monitored systems in operation and input commands to troubleshoot areas such as booting and system configuration.

Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.

Take stock and inventory of tech.

Customer Service Associate, 11/2017 to 03/2020

Cleveland State Wolstein Center – Cleveland, OH

Welcomed and directed guests to various offices in Wolstein center Arena.

Answered questions, investigated and resolved issues for guests, assisted in building and maintaining confidence through correctly answering questions, offering suggestions and relaying information regarding policies and procedures.

Helped scan guests' tickets for events.

Assisted guests to locate their seats.

Ensured aisle is clear during events.

Ensured guests do not violate Cleveland State University rules.

Collaborated with other team members to ensure smooth running of events held in Wolstein center.

Operated in dynamic, high-volume environments to provide skilled assistance to more than [2000] guests every event day.

Assistant IT Technician, 01/2015 to 06/2017

Boltex Technology – Lagos, Nigeria

· Worked closely with team members to diagnosed and troubleshoot laptop/desktop computers

· Repaired and refurbished over 300 Computers with other team members within one-year.

· Answered questions, investigated and resolved issues for clients.

· Installed software/hardware into client's computers

· Provided customer care services to clients.

Delivered top-notch administrative support to office staff, promoting excellence in office operations.

Communicated proactively with supervisors, immediately explained issues and teamed on appropriate solutions.

Education

Associate of Applied Business: Networking Software, 08/2020

Cuyahoga Community College - Cleveland, OH

GPA 3.80

Bachelor of Science: Industrial Relations And Personnel Management (HR), 12/2015

Lagos State University - Lagos, Nigeria

Hobbies

Reading, learning new things, Playing Soccer, Basketball, and Meeting new People.

CERTIFICATIONS

AWS Certified Solutions Architect

Azure fundamentals (AZ 900)

CompTIA Network+

CompTIA A+

CompTIA Security+

HP Certified Helpdesk Support Technician

Lenovo Certified Helpdesk Support Technician

Hughes Certified Satellite and Multiple transport system Technician

Dell Certified Helpdesk Support Technician

Certified in Computer Maintenance Technology

Associate Institute of Business Strategy (AIBS)

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