Technical Support Information Technology

Adeniyi Adepoju

INDIANAPOLIS, IN 317-***-**** ***************@*****.***

Professional Summary

Experienced IT professional and Network Technician recently certified with CompTIA and Microsoft Azure, and Microsoft Security & Compliance certifications. Demonstrated competency in operation of data networks, LAN switching technologies, IP routing technologies, network device security and troubleshooting. Capable of managing multiple tasks in a high stress environment and very mission oriented. In-active Secret Clearance.

Skills

●Object component-oriented software

●System-level electrical design and integration

●Design process tool methodology

●Power systems

●Technical Support

●Wiring schematics

●Virus and Malware Prevention

●Security Best Practices

●Desktop and Laptop Installations

●Change management

●Computer imaging

●Help desk support

●Web Security

●Hardware and software installation

●Peripheral repair

●Install Microsoft Server 2019

Education and Certifications

MyComputerCareer Information Technology Security and Administration Program November 2024

Certifications Earned: Certificate in Information Technology Security and Administration.

Ivy Tech Community College Legal Studies December 2020

Certifications Earned: Associate of Science in Legal Studies.

Federal Polytechnic Food Technology December 2009

Certifications Earned: Bachelor’s Degree.

Relatable IT Work Experience

PROFESSIONAL DEVELOPMENT

• Advanced IT Hardware and Software Configuration: Acquired hands-on experience configuring, installing, and maintaining IT hardware and software, ensuring optimal system performance and user satisfaction.

• Technical Support Proficiency: Gained expertise in providing comprehensive technical support, including Tier 2 assistance, effectively resolving complex IT issues and minimizing user downtime.

• Server Management and Maintenance: Developed skills in tracking server activities, performing necessary software upgrades, and ensuring adherence to server best practices for enhanced system reliability.

• Cybersecurity Implementation: Demonstrated ability to install and maintain antivirus and firewall applications, contributing to the security and integrity of IT systems.

• Remote Access Solutions: Excelled in installing and supporting remote access technologies, including VPN and RSA SecureID, improving connectivity and accessibility for remote users.

• System Upgrades and Testing: Played a key role in testing and evaluating new operating systems and software, as well as assisting in system-wide upgrades and conversions to maintain up-to-date and efficient IT environments

IT Business Analyst Trainee August 2024 to January 2024

GeansEdge Technologies – Laurel, MD

I conducted Requirement gathering and translation of business needs to technical requirements for the development team.

I am responsible for writing user stories and translating business needs to a technical requirement.

I perform User Acceptance Testing (UAT) with stakeholders and ensure receipt of sign off from Stakeholders.

Work Experience

Dispatch Specialist January 2024 to Date

Lumen – Remote

I schedule customer appointments and assign tasks to technicians.

I handle inbound customer calls and manage internal communications.

I use order management tools to track and organize workflows.

I monitor work volumes and reassign tasks to technicians as needed.

I communicate with technicians and team members to address and resolve issues.

I ensure accuracy in processing service orders, installation and repair tickets.

I participate in a one-week training program, including email and call handling basics and shadowing the team lead.

Dispatch/Support June 2020 to December 2024

USIC – Indianapolis, IN

I am responsible for resolving and escalating issues arising from incorrect location, underground cable damage and others using telephone.

I am responsible for correctly preparing and routing damage reports to the appropriate personnels.

I am responsible for creating manual locating requests for excavators.

I perform basic hardware and software troubleshooting.

I provide over-the-phone assistance to customers.

I diagnose and fix problems with hardware and software.

I propose technical solutions, such as patches, upgrades, or enhancements.

I create and maintain documentation for users, and standard operating procedures.

I keep track of hardware and software, and parts that need to be replaced.

I am responsible for the correct geo-locating of the presence of underground cables and other infrastructures in any given location.

I am responsible for analyzing “permit to dig” request tickets to ascertain a clearance to dig.

I am responsible for rerouting tickets to field technicians for further physical identification and location.

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