Abiodun Adeyeye
Laurel,MD
Summary
Motivated and customer-focused IT professional with extensive experience in providing top-notch technical support, resolving issues promptly, and enhancing overall user satisfaction. Seeking a challenging position in an IT help desk role that leverages my skills in cloud computing, ticketing systems, and exceptional customer service.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Jubilee Association Of Md
03.2023 - Current
- Provide first-level technical support to end-users, resolving hardware and software issues promptly and efficiently.
- Collaborate with cross-functional teams to troubleshoot and escalate complex technical problems to higher-tier support.
- Maintain and update documentation for common issues and solutions, ensuring a knowledge base for quick problem resolution.
- Utilize ticketing system (e.g., Jira) to log, track, and manage support requests, ensuring timely resolution and customer satisfaction.
- Conduct remote troubleshooting and on-site support, demonstrating excellent communication skills to guide users through problem-solving steps.
- Maximized user productivity by delivering comprehensive end-user training on software applications and hardware usage.
- Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment.
- Delivered onsite technical support for over 100 employees.
IT Help Desk Technician
Community Support Servies
08.2020 - 02.2023
- Delivered exceptional customer service by addressing technical issues, inquiries, and requests in a timely and professional manner.
- Assisted in the deployment and maintenance of cloud-based services, ensuring seamless integration and optimal performance.
- Collaborated with the IT team to implement and enhance security measures for data protection and system integrity.
- Conducted training sessions for end-users on new software applications and provided documentation for user reference.
- Participated in after-hours on-call support rotation to ensure continuous IT support for critical operations.
- Managed approximately 30 incoming calls and emails per day from customers.
- Increased system efficiency through the implementation of proactive maintenance measures and regular updates.
- Streamlined help desk operations by implementing an effective ticket management system.
- Developed technical documentation for internal use, simplifying processes for team members and end-users alike.
Skills
- Technical Skills: Windows OS, macOS, Linux, Microsoft Office Suite, Active Directory, Networking fundamentals
- Cloud Computing: Experience with AWS, Azure Familiarity with cloud services such as EC2, S3, Azure Virtual Machines, etc
- Help Desk Tools: Proficient in ticketing systems (eg, Jira, ServiceNow) for efficient incident management
- Customer Service: Excellent interpersonal and communication skills, with a customer-centric approach to problem-solving
- Troubleshooting: Strong analytical and problem-solving abilities, with a methodical approach to issue resolution
Certification
- AWS Certified Cloud Practitioner
- AWS Solution Architect
- CompTIA A+ Certification
Timeline
IT Support Specialist
Jubilee Association Of Md
03.2023 - Current
IT Help Desk Technician
Community Support Servies
08.2020 - 02.2023