Office Assistant Customer Service

OLAOLU SOLABU

Baltimore, MD ***** 443-***-**** ******@******.*** linkedin.com/in/olaolu-solabu-58267110b

Innovative, self-starter Computer Information System professional with relevant experience in providing high-level technical support and performing general maintenance tasks. Knowledgeable of various Windows Operating Systems and VPN technologies. Highly trained in utilizing industry best practices to troubleshoot simple to complex desktop issues, in person or via remote access. Proven ability to install hardware, update software, compile reports, and recommend products or improved processes to boost productivity. An effective English communicator, adept at leveraging in-depth technical knowledge to respond to computer-related questions with confidence and professionalism. Possess the flexibility to adapt to new roles, responsibilities, and emerging technologies.

CORE COMPETENCIES

Information Technology Strong Technical Aptitude Project Management Helpdesk Support Computer Networking Proficient Troubleshooting Agile Methodologies Computer Repairs & Maintenance Hardware & Software Installation Endpoint Security Technical Process Documentation Teamwork & Collaboration Leadership Skills Risk Management Written & Verbal Communication Skills Analytical Problem Solving Administrative Support Excellent Customer Service Organization & Prioritization

RELEVANT TRAINING & CERTIFICATIONS

CompTIA A+ Certification

CompTIA Security+ Certification

Certified Microsoft Office Specialist

Certification in Techniques of Fingerprinting

TECHNICAL SKILLS

Software/System: Adobe Photoshop, Adobe Illustrator, Adobe After Effects, AutoCAD, Agile, CMD/Terminal, Oracle DBMS, CRM

Microsoft Programs: MS Office 2010/2013/2016 (Word, PowerPoint, Access, Excel, Outlook), MS Project, MS Visio

Operating Systems: Windows 10, Windows Server, Mac iOS, Linux Systems

Languages/Databases: C, C++, SQL, Java, HTML

Networking: Firewalls, VPN, Switches, IDSS

PROFESSIONAL EXPERIENCE

Walter Reed National Military Medical Center- Bethesda, MD October 2020 – Present

HELPDESK TIER 2 TECHNICIAN

Provide first-level contact and issue resolution for all users with hardware, software, and application problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.

Responsible for all tickets/requests/calls to ensure they are correctly documented, assigned, communicated, and updated with the relevant information and escalated, as necessary.

Respond to email and phone requests in a timely manner and restore normal service to internal and external users based on established and approved service level objectives.

Brief end-users and/or management on the status of resolution efforts.

Participate in technical and business-related projects and demonstrate the ability to follow standard ITIL processes.

Maintain and upgrade computer hardware and equipment as needed.

Ability to communicate well with clients, including clear explanations of complex technical issues.

Ability to follow standard processes and complete documentation as needed.

Excellent time management skills with the ability to stay organized and focused while handling multiple tasks.

Proven ability to execute initiatives successfully and meet deadlines.

Ability to establish priorities, work independently and proceed with objectives without supervision.

BITHGROUP TECHNOLOGY INC. – Baltimore, MD October 2017 – February 2020

FINGERPRINT TECHNICIAN

Leveraged technical skills, product knowledge, and company best practices to support in delivering best-in-class customer services; provided step-by-step walkthrough on Biometric fingerprinting procedures and resolutions, resulting in high customer satisfaction

Diagnosed, troubleshot, and resolved computer workstation software, hardware, and network issues; performed follow through by communicating with customers, ensuring all issues were effectively addressed to achieve positive end-user impact

Escalated complex technical problems to seasoned technical experts for further analysis; strictly adhered to established escalation policies and customer support processes to guarantee accurate and on-time resolution of issues

Other duties as assigned.

BALTIMORE CITY COMMUNITY ACTION CENTER – Baltimore, MD August 2015 – June 2016

OFFICE ASSISTANT

Contributed to maintaining efficient office workflow by performing general administrative duties, including but not limited to scheduling appointments, organizing files, writing and proofreading copy, and delivering exemplary customer service

Assisted in coordinating all written and verbal communications by answering and transferring phone calls, sending mails/emails, and printing correspondence to effectively address inquiries

Demonstrated integrity, flexibility, and multitasking skills by managing high-paced workflow in a time-efficient manner while assuring high-quality outcomes

Positive, “can do” attitude and ability to work in a team environment while maintaining a high level of independence.

EDUCATION

Bachelor of Science in Computer Information System, May 2019

Morgan State University – Baltimore, MD

Masters Cyber Security, August 2021- Currently

University of Maryland Baltimore County (UMBC)

SECURITY CLEARANCE

Public Trust issued (2020)

Secret Security Clearance issued (2021)

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