Victory Atilola

204-***-**** adxzn9@r.postjobfree.com Winnipeg, MB

Summary of Qualifications

● 3+ years of experience in customer service, technical support and payroll.

● Recognized for paying attention to detail by thoroughly reviewing projects and ensuring that tasks and projects are completed accurately with no errors.

● Familiarity with Microsoft office, zendesk, talkdesk, slack, with the ability to resolve tickets, calls and emails.

● Highly skilled in analytical situations, works well under pressure and adept at determining priorities.

● Passionate about public service with demonstrated ability to communicate well, problem solving skills, and conflict resolution.

● Excellent communication skills(verbal and written) gained from my experiences working at skipthedishes, payworks, Ikea etc.

Technical Skills

Operating Systems: Windows, Android, iOS, Mac OS, Linux Applications & Tools: ServiceNow, Microsoft Office 365 Tools: VMware, G Suite by Google, Packet Tracer

Project Management Fundamentals: Agile, Waterfall, Scrum Education & Certifications

Google IT Support Professional Certificate

Expected 2022

Junior IT Analyst Program May 2022 –Sept 2022

NPower Canada Toronto

14-week intensive online class training on the fundamentals of computer technology, and project management essentials.

● Configure device operating systems including Windows and Linux, while configuring disk partitions and filesystems

● Troubleshoot and problem solve core service and support challenges while applying best practices for documentation, change management, and scripting

● Support basic IT infrastructure and networking, including DNS and DHCP, applying standard protocols with TCP/IP communications

● Configure and support PC and IoT device hardware

● Manage an organization’s computers and users using Directory Services, Active Directory, and OpenLDAP

● Learn how to lay the foundations for successful Agile projects using methodologies and tools such as Scrum, Kanban

● Develop a complete understanding of the Agile project management lifecycle, key techniques and deliverables

Bachelor's degree, International Development Studies Graduation Date University of Winnipeg Winnipeg, MB June, 2020

Certification in Non-Violent Crisis Intervention Associate Member- Chartered Institute of Arbitrators- U.K Chapter

Completed -Peace Skills Workshop- Mediation Skills Completed- Peace Skills Workshop- Cultural Fluency Work Experience

Remote Customer Support Specialist Feb 2022 – till present TTEC Holdings.

•Provide support to client via email- ask probing questions to understand client’s issue and provide accurate support/answers

•Ensured proper identification and security procedures are followed on all emails

•Conduct research and respond to client’s queries in a timely and accurate manner.

•Solve tickets and keep an average of 2-3 solves per hour

•Learnt and use the software application used by the company, e.g.: Zendesk, userhub and more to assist client

•Multitask by handling several tickets and providing answers within a time limit to ensure customer satisfaction.

•Refer issues to the other department to address the client's issue correctly.

•Keep a record of all the tickets solved for proper documentation and training purpose Technical Support Analyst Jan 2021-Feb 2023

Skipthedishes Winnipeg, Manitoba

● Troubleshoots, and solves IT issues that occurred on in-house applications used by employees; these applications include but are not limited to: Microsoft Suite and Active Directory

● Effectively works on multiple level 1 and 2 service tickets simultaneously through different mediums of communication, prioritizing the issues based on the severity

● Creates small networks, installed/ upgraded operating systems

● Responding to courier partner inquiries and/or emergencies.

● Updating information on the SkipTheDishes network in a timely and accurate manner. PAYROLL PARTNER Aug 2022-May 2023

ADP WINNIPEG, MB.

• RESPONSIBLE AND FULLY ACCOUNTABLE FOR THE PAYROLL AND AUDIT FUNCTION OF MULTIPLE CLIENTS.

• RESPONSIBLE FOR SCHEDULING AND TIMELY CLIENT AND EMPLOYEE RECORDS BASED ON REAL TIME REQUESTS

● BALANCE RESPECTIVE PAYROLLS BASED ON YEAR-END CALENDAR AND REMIT ALL THIRD-PARTY REMITTANCES BY DEFINED DUE DATES, COMPLETE ALL YEAR END BALANCING, FILING AND RESPECTIVE REPORTING.

• PERFORMS QUARTERLY AND YEAR-END AUDITS INCLUDING FILE.

• MAINTAINS COMPLETE, ACCURATE AND TIMELY CLIENT AND EMPLOYEE RECORDS BASED ON REAL TIME REQUESTS.

SP03 (DISABILITY TAX CREDIT AGENT) Feb 2022 -May 2022. CANADA REVENUE AGENCY WINNIPEG, MB.

● EXAMINATION AND CORRECTION OF TAX AND INFORMATION RETURNS

● PROCESSING OF APPLICATIONS FOR SOCIAL BENEFIT PROGRAMS.

● ASSESSMENT AND/OR ADJUSTMENTS OF INDIVIDUAL CLIENT TAX RETURNS.

● VALIDATION AND REVIEW IF INCOME AND DEDUCTIONS CLAIMED.

● UPDATING AND ENTERING DATA INTO MAINFRAME SYSTEMS OR PERSONAL COMPUTERS.

● VALIDATION OF RETURNS AND REQUESTS FOR REFUND.

Volunteer Experience

Youth Service Worker Jan 2018 - Jan 2019

IRCOM Winnipeg, Manitoba

● IRCOM is a government-funded Organization that seeks to provide newcomers with Education in Canadian culture and employment.

● Volunteered as an After-School Program working with teenagers across program.

● Responsibilities include being a positive role model, providing 100 % support through conflict resolutions, and anger management.

● Assisted and provided support to youth in the community.

● Planned and delivered numerous activities and special events for IRCOM organizations.

● Conferred with representatives of local governments to assess and meet community needs.

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