Desktop Support Customer Service

OLUWASEGUN OLANREWAJU ALPHONSO

*** * ******** **, *** F Arlington Tx 76010

MOBILE PHONE 806-***-****, E-MAIL: ********@*****.***

EXPERIENCE SUMMARY

Experienced Help Desk Support Analyst with a 3+ years’ experience in providing excellent services and solutions to customers. Able to handle high volume, fast-paced environments and eager to learn new and evolving technologies.

Experience in Active Directory Database

Experience in maintaining equipment policies and documentation

Expert in handling Apple/MacOs equipment’s and Microsoft Windows/PC “Dell”Hardware

Experience in supporting LAN, SAN Environment

Experience in handling mobile devices and general maintenance

Understanding of Cloud services like AWS, Azure & GCP

Ability to interact and work with internal & external stakeholders/vendors/clients at all levels.

Ability to work in a high pressure task environment.

Experience in field work, with excellent dealing with Data bank installation.

TECHNICAL SKILLS:

Databases: MS-Access, SQL Server 7.0, SQL Server 2000,

Operating Systems: WINDOWS NT 4.0, WINDOWS 98/95, WINDOWS XP, MS DOS, MacOs

Tools: ServiceNow,, MS (Access, Excel, Word PowerPoint), Microsoft SQL Server, Microsoft Office Suit

Other skills: HTML, CSS, Communication

EXPERIENCE

RCCG HOTR GRAND PRAIRE, TX

Help Desk/Support Analyst Jun 18-Jan 20

Ensure quality customer service and IT support to users all over the world.

Provide over-the-phone and Remote Desktop support of end-user Desktops, Laptops, Printer, iPhones and VoIP equipment.

Documented user concerns and solutions in ServiceNow ticketing system

Manage user network and application accounts; Verified account status, performing password resets, unlocks

Document, track, and monitor user issue in Remedy ticketing system and ensure a timely resolution.

Maintain knowledge of common issues within Microsoft exchange, Blackberry MDM for iPhone, Active

directory, Printer Logic.

Maintained and Managed Company’s Mobile devices

Provided Support for LAN Environment

Global Logistics Llc ARLINGTON, TX

Help Desk Analyst Jun ‘17-Jun ‘18

Provided technical support to students, faculty and staff within a diverse high educational system.

Administered account management services in active directory and within community college applications.

Collaborated within a group environment and ensure best customer service and security practices are met.

Documented user concerns and solutions in ServiceNow ticketing system.

Ensured proper escalation of specific/high level concerns to proper queues.

Document, track, and monitor user issue in Remedy ticketing system and ensure a timely resolution.

Managed voice over IP services and equipment ensuring SLA

Michael Omojola Realty Corp. Jamaica, NY

Help Desk Technician May ‘16- Jun ‘17

Troubleshoot and tested multiple electronic items for software/hardware solutions: iPhones, Laptops, Desktops

and Printers.

Maintained network users in Active Directory

Created and managed tickets within Service Now system

Supported Windows and Mac OS re-imaging, repairs and upgrades.

Troubleshot physical to network layers and escalated advanced issues to next tier or department.

Documented calls and resolutions concisely in internal ticketing system (18 unique tickets daily).

Remedied issues with network connectivity, Microsoft hosted exchange, and routing equipment.

Managed voice over IP services and equipment ensuring SLA

EDUCATION & CERTIFICATIONS

PETER KINGS COLLEGE Lagos, Nigeria

Arts- Dec’ 15

INTERESTS

Languages: English (Native Speaker) Yoruba (Native Speaker)

Activities & Interests: Business News Business Analytics Music (Saxophone) Personal Fitness Traveling Reading Game (Chase)

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