Customer Support
Resume:
Gabriel Ogunlolu
IT Support Specialist
Address: *, ******* ******, ****, *****, Ibadan.
E-mail: ********.*******@*****.***
Phone: 080********
Skilled IT support specialist with broad base of experience in technical support and operations and proficient in supporting hardware and software issues for computer systems. Excellent diagnostics and repair abilities, excellent knowledge of Python programming, Systems administration, Active directory service, SQL, and Network TCP/IP. EXPERIENCE
2020-01 – 2020-05
2019-10 – 2020-01
2019-01 – 2019-07
Customer Service
Jumia
Executed over 200 outbound calls per day to meet fast-paced call centre demands.
Provided primary customer support and resolved customer complaints and addressed emergency requests and needs.
Followed up on escalated problems to verify optimal effective customer support.
Entered customer interaction details in Salesforce to track requests, document problems and record solutions offered.
Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations while focusing on addressing customer needs and resolving concerns.
Systems Analyst (Intern)
Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Provided support to company’s applications to enhance usability and improve functionality.
Monitored, resolved or escalated and responded to incoming tickets in order to resolve user issues and provide top-notch support.
Followed up on escalated problems for effective user support.
Answered customer support inquiries via specialized ticket tracking platforms, including fresh desk and Jira.
Python Instructor
Gateway ICT
Evaluated and revised lesson plans and course content to facilitate and moderate classroom discussions and student centred learning.
Worked with the trainee manager to devise and implement support plans to help students excel.
Provided clear, informative lectures on python programming to classes of 10 students.
Monitored student progress through test administration and adapted learning plans to optimize progress.
2016-08 – 2016-12
2013-01 – 2014-08
IT Support (Intern)
Polaris Bank Ltd.
Configured hardware, devices and software to set up work stations for employees.
Resolved diverse range of technical issues across multiple systems and applications for end-users within a short time, improving efficiency among all departments.
Provided on-call support for critical computer-based issues related to software and network down-time
Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Technical Support Specialist
Crown Hope Computer
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Analysed software and hardware issues to identify troubleshooting methods needed for quick remediation.
Engaged end-users and answered questions via email, and phone, resolving issues with systems quickly and accurately.
Configured hardware, devices and software to set up work stations for end users.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
EDUCATION
2014-10 - 2017-11
Bachelor of Science in Computer Science.
Les Cours Sonou University, Benin Republic
QUALIFICATIONS
2020-05 - present
Google IT Support Professional (Systems Administration, Operating System - Power user, IT Security)
SKILLS
Communication skills, Technical issues analysis, Software diagnosis, Complaint resolution, Desktop Component Repair, Creative problem solving, Good listening skills, Remote support, MySQL, Python, TCP/IP, System Administration, Linux/Unix, Active Directory, Cloud Computing and Virtualization. Application support, Customer service.
REFERENCES
References available upon request.
Contact this candidate