OSHO OLUWAFEMI JONATHAN

*, *** ***** ******, *** Akari Estate, Isolo, Lagos

Mobile: +234********** Email: aditjj@r.postjobfree.com OBJECTIVES

To secure a fulltime position in a dynamic and progressive organization that draws on my education, knowledge, experience, skills and flexibility to adapt to the organization’s needs and work towards the continual growth of the organization and one that offers a promising future. SOFT SKILLS

• Active Listening, Flexible.

• Excellent written and verbal communication skills.

• Tech savvy, Logical thinking.

• Conflict Resolution.

• Leadership skills, good human relations and teamwork.

• Courteous, customer-oriented and cool-tempered.

TECHNICAL SKILLS

• Operating System (OS) – Windows 10, 8.1, 8, 7, Mac OS X, Linux Variant – Redhat.

• Intermediate level – Linux Redhat Administration (RHEL 7 & 8)

• IT Support, Application Support and Desktop Support.

• Troubleshooting – Hardware, Software, network devices.

• Proficient in Microsoft Office 365 app including Word, Excel, Outlook.

• Microsoft 365 administration - Exchange Online, Teams, Security & Compliance, OneDrive, SharePoint Online

• Customer Service, Customer Support.

• Programming Knowledge – SQL, T-SQL.

• Relational Database Management Systems – MS SQL Server, PostgreSQL.

• Service Delivery, Incident Management.

WORK EXPERIENCE

Tek Experts June 2020 – Till date

Microsoft 365 Technical Support Engineer

• Acts as the primary technical support contact to customers in delivering advanced technical troubleshooting and problem-solving solutions.

• Collaborate with a team of over 20 Technical Support Engineers in providing optimal services and resolution to customers service request.

• Ensure that each support request owned is handled as per Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling commitments.

• Document technical work and research in detailed and comprehensive manner. - Prioritize work to accomplish the most important and urgent requests first. - Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become major concerns.

• Escalates service requests to Senior Escalation Engineer when certain circumstances require so. Also, escalate to management as necessary, communicating internally with the technical account managers and keeping the customers informed. Collaborate with management and engineering to resolve software issues.

• Provide technical support for Microsoft 365 technologies: Outlook, Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business, Office 365 Administration, Azure Active Directory, Security and Compliance.

• Resolving issues relating to all Office 365 services for customers in the North America

(NOAM) & Europe, Middle East and Africa (EMEA) region. Interswitch Limited March 2020 – May 2020

Operation Support Engineer

• Payment Card System management and analysis - using Postilion’s Postcard management system for card system configuration and card productions, card maintenance and analysis. Card types includes debit, credit and prepaid cards.

• Basic Payment Systems Management/Analysis - Configure, monitor and manage inter-banks electronic funds transfer using Postilion Enterprise Application and Microsoft SQL Server. This includes analyzing transactions per financial institutes.

• Merchant Acquiring Configuration – Configure POS and Web merchants on Postilion's Real Time Server for transaction routing as a completion of company’s merchant acquiring projects.

• Transactions Reports generations and analysis - generating transaction reports using Microsoft SQL from the database and using Excel to analyze report. Generating report templates from report servers.

Interswitch Limited January 2020 – March 2020

Service Desk Analyst

• L1 support for Fraud and Dispute management for issues logged via Jira ServiceDesk.

• Merchant Registration for Secure Transaction processing.

• Investigate Secure transaction failures (3D secure failures).

• Airtime Stock Balance monitoring and reconciliation reporting (MTN, Airtel, Glo, 9Mobile).

• Funds Recovery process for incidents resulting in stakeholder revenue loss.

• Verified Fraud Transaction Databases Update (NIBSS Portal, Fraud/Suspicious transactions and BVN databases).

• Fraud Report Requests.

• Co- Acquiring Dispute Management (Chargeback & Pre-arbitration) using Arbiter, VISA VROL, Paydirect (Quickteller, Paypoint), Dynamic CRM.

• Agent registration, Agency Network Virtual account top up, Agent Details update management. St. John’s Academy, Kutigi, Niger State October 2018 – October 2019 Computer Science Teacher (NYSC)

• Served as a subject teacher in charge of taking students lessons in Computer science.

• Created student syllabus, outlines and lesson notes on the subject.

• Administered tests and marked assessments and examination scripts.

• Participated actively in core-curricular activities to aid social development in students. ConSol Limited March 2016 – November 2016

Intern Information System Engineer

• Responsible for L1 support for issues resolution via Helpdesk.

• Application Support and Software Support for In-house employee.

• Installation, configuration and maintenance of network devices such as PCs, Laptop, Printers, IP Phones, Switches, configuring network devices to the organization’s network.

• Managing helpdesk, ensure that all tickets are logged and resolved within Service Level Agreement (SLA).

• Escalating unresolved issue to L2 and L3 technical support for resolution.

• Creating weekly report for the Information System Manager on the department activities to support the department’s overall report.

• Conference room setup – projectors, laptops, networking, video conferencing equipment.

• Provide stock and inventory management.

• Accounts set up on network devices and application and performing password resets in regards to employee request.

• Outlook mail configuration for clients and employees to pull email from the Exchange Server

(2007, 2010, & 2013) L1 support and troubleshooting on emails and accounts. ConSol Limited November 2015 – February 2016

Intern Customer Service Representative

Clients: (Multichoice Nigeria DSTV AND GOTV)

• Collecting data/information on customer care concerns and proffered appropriate corrective actions.

• Identified and followed through customer’s complaints to ensure prompt resolution and feedback.

• Data entry and maintenance of customer/potential customer’s database on Microsoft Dynamic Customer Relationship Management (CRM) software.

• Managed inbound and outbound calls on 3CX Elastix, MaxAgent, Eyebeam.

• Provided superior customer service and built customer loyalty.

• Monitored the effectiveness of the team’s procedures band workflows in order to maximize efficiency.

EDUCATION

Federal Polytechnic Ilaro, Ogun, Nigeria 2018

H.N.D Computer Science (Upper Credit)

Federal Polytechnic Ilaro, Ogun, Nigeria 2015

O.N.D Computer Science (Upper Credit)

CERTIFICATION

Cisco IT Essentials 2018

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