Technical Support It

IYAYI OSAGIE

IT Services Specialist

Atlanta, GA

Email: *************@*****.***

Phone: 470-***-****

PROFESSIONAL SUMMARY

Experienced IT Support Specialist with 6+ years of expertise in technical support, team leadership, and customer service. Proven track record in managing IT operations, implementing solutions, and leading support teams. Strong background in business management complementing technical abilities.

PROFESSIONAL EXPERIENCE

IT Services Specialist

Elite Security and Surveillance, Atlanta, GA June 2022 - Present

Lead and manage a team of 5 IT support consultants

Develop and implement IT service strategies and best practices

Oversee technical support operations and service delivery

Monitor system performance and maintain IT infrastructure

Create and maintain documentation for IT processes and procedures

Coordinate with vendors and external partners for technology solutions Desktop Support Consultant

ShadeTree Automation, Atlanta, GA August 2019 - May 2022

Provided technical support for 200+ end users across multiple locations

Resolved hardware, software, and network connectivity issues

Implemented and maintained desktop security protocols

Conducted user training sessions on new software and systems

Managed IT inventory and equipment deployment

Achieved 95% first-call resolution rate

Services Consultant

Progressive Insurance, Customer Relationship Department February 2017 - June 2019

Handled customer inquiries and resolved technical issues

Maintained customer relationship management systems

Processed policy changes and updates

Collaborated with cross-functional teams to improve service delivery

Achieved consistent customer satisfaction ratings above 90% EDUCATION

Bachelor of Science in Business Management

Paul University

TECHNICAL SKILLS

IT Infrastructure Management

Network Troubleshooting

Hardware/Software Support

Team Leadership

System Administration

Customer Service

Project Management

Help Desk Operations

CERTIFICATIONS

CompTIA A+ Certification

Microsoft Certified Professional (MCP)

ACHIEVEMENTS

Reduced average ticket resolution time by 30% at Elite Security

Implemented new ticketing system improving team efficiency by 25%

Maintained 98% customer satisfaction rate across all roles

Led successful migration of 150+ workstations to Windows 11

Contact this candidate