Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Abdulakeem Alabi

Summary

Dynamic Technical Support Expert with a proven track record at T-Mobile Telecoms, excelling in network troubleshooting and customer service. Enhanced operational efficiency through innovative process improvements, contributing to a significant increase in customer satisfaction. Adept at remote support and desktop assistance, ensuring seamless connectivity and system performance.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Technical Support Expert

T-Mobile Telecoms
Kingsburg, USA
08.2022 - Current
  • Resolved customer internet issues remotely while assisting with T-Mobile device setup, including phones and routers.
  • Collaborated with engineering unit to enhance signal strength using virtual Engineering tool (VEA).
  • Provided Tier 1 and Tier 2 desktop support for client hardware repairs and approved application installations.
  • Assisted End User Support team in resolving helpdesk tickets and testing new equipment.
  • Supported remote access and wireless connectivity while maintaining video conferencing environments.
  • Ensured continuous operation of corporate systems for T-Mobile US Enterprise with a focus on customer service.
  • Supported multiple T-Mobile facilities, ensuring compliance with MDF/IDF proximity standards.
  • Proposed process improvements based on knowledge base articles to enhance workflows and relationships.

Service Desk Expert

eWebConsult, inc.
Long Beach, USA
06.2020 - 05.2022
  • Implemented new features and bug fixes for backend Spring API supporting company frontend.
  • Collaborated in pairing and mobbing sessions to develop complex functionalities for backend and frontend applications.
  • Responded to end-user queries, conducted training, and maintained up-to-date user documentation.
  • Contributed actively in system design sessions to enhance architectural decisions.
  • Facilitated agile ceremonies including stand-ups, retrospectives, and sprint planning for team efficiency.
  • Established and supported network environments for customer benchmarks and internal disaster recovery exercises.

Commercial Executive

9mobile
, NIGERIA
01.2011 - 04.2018
  • Monitored and influenced contact center deliverables to enhance performance metrics.
  • Enabled team to achieve key performance indicators (KPIs) for call center operations.
  • Conducted line management, mentoring, and training of call center staff to bridge knowledge gaps.
  • Facilitated internal and external training courses to improve team competencies.
  • Managed recruitment processes, performance evaluations, and appraisal tasks for staff development.
  • Monitored quality of 9mobile products and services through analysis of operational reports.
  • Clarified communication between customer care unit and associate department to streamline processes.
  • Contributed significantly to commercial team, increasing customer base from 9 million to 21 million in four years.

Education

Certificate - Cyber Security

Fresno Community College
California, USA
07.2022

BachelorS - electrical engineering

Ahmadu Bello University
Nigeria
12.2008

Skills

  • Network troubleshooting and configuration
  • Remote support and desktop assistance
  • System monitoring and administration
  • Application installation and management
  • Customer service and helpdesk support
  • Ticketing systems management

Certification

  • CompTIA Security+ Certification......March, 2025
  • Cisco badge........May,2022, (Network Security: authentication, data confidentiality, access control, troubleshooting, stateful firewall)

Timeline

Technical Support Expert

T-Mobile Telecoms
08.2022 - Current

Service Desk Expert

eWebConsult, inc.
06.2020 - 05.2022

Commercial Executive

9mobile
01.2011 - 04.2018

Certificate - Cyber Security

Fresno Community College

BachelorS - electrical engineering

Ahmadu Bello University

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