Akinlolu R Kayode

*** ****** *** *** ***,Frederick MD 21702.

Home: 771-***-**** adv1o3@r.postjobfree.com

CERTIFIED IT HELP DESK TECHNICIAN

Tier 1 Help Lines Technical Support User Training Software/PC/LAN Troubleshooting

●CompTIA A+ certified professional with four years of help desk experience providing software, hardware, client/server and networking technical support.

●Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.

●Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.

Key Skills

●Technical Troubleshooting

●Hardware Configurations

●Offshore Team Collaboration

●Software Installs

●LAN Connectivity

●Problem Diagnosis

●Phone & Online Support

●Client/Server Models

●Preventive Maintenance

●User Training/Support

●Customer Service

●Complaint Handling

TECHNOLOGY PROFICIENCIES

Process Flows & Call-Tracking Tools: ITIL incident management service processes; HEAT; Remedy; Zendesk; Freshdesk; Samanage; Desk.com

Software:MS Office (Word, Excel, Outlook, PowerPoint, Access); VMware applications; Salesforce; anti-virus programs

Browsers:Chrome; Safari; Firefox; MS Edge; IE; SeaMonkey Navigator; Opera

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems

Networking: LAN & VPN/Remote Connectivity, TCP/IP

Platforms: Windows

PROFESSIONAL EXPERIENCE

Africanbond Inc— Adelphi MD

Tier 1 Help Desk, 2015 to Present

●Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal.

●Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.

Africanbond — Laurel MD

Help Desk Technician, 2012 to 2015

●Partnered with Tier II and Tier III help desk peers based in the US, India and Brazil to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.

●Received "outstanding" ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills and technical problem-solving.

EDUCATION & CREDENTIALS

CompTIA A+

Education:

BSc Economic University of Ado-Ekiti (UNAD) 2005-2010

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