Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Adelaja Oyesanya

Newark,NJ

Summary

Seasoned Technical Support Engineer versed in aiding customers with implementation of emerging technology. Expertise in mobile app development and cloud-based computing solutions. Over [Number] years in software support in global environment.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

DHL Global
07.2022 - Current
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Served as primary point of contact for support relating to owned solutions and products.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.

Technical Support Representative

Amazon.Inc
04.2020 - 06.2022
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Translated complex technical issues into digestible language for non-technical users.

System Support Engineer

Schlumberger Omnes (ICSL Nigeria)
12.2015 - 12.2019
  • Provided day-to-day support to system users, educating employees on troubleshooting and problem-solving protocols.
  • Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
  • Communicated status updates to affected parties when issues arose.
  • Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
  • Provided system acceptance reviews for installed systems, verifying compliance with applicable performance metrics and compatibility expectations.
  • Completed technical reviews of existing systems and suggested updates or changes.
  • Participated in systems and software requirement reviews to collaboratively develop hardware and connectivity profiles.
  • Configured new systems and protocols according to strict company guidelines and employee preferences.
  • Installed [Type] hardware, completed software updates and assessed security patches for optimized computer use.
  • Drafted and updated system-level test plans to verify performance metrics during long-term studies.
  • Handled scripting tasks for debugging and automation using Python.
  • Performed integration readiness analyses of systems designed for installation into existing assets.
  • Conducted research to test and analyze feasibility, design, operation and performance of equipment, components and systems.
  • Implemented firewalls, two-factor authentication and antivirus software for networks supporting [Number] users.
  • Checked in with employees about existing systems and preferences to optimize updates and achieve success.

Education

Bachelor of Science - Computer Science

Yaba College of Technology
Yaba, Lagos, Nigeria

Skills

  • Root Cause Analysis
  • Employee Training
  • Resolving Problems and Incidents
  • Organizational Skills
  • Teamwork and Collaboration
  • Tracking and Documentation
  • Project Management
  • Hardware Upgrades
  • Software Evaluation
  • Analytical and Methodical
  • Software Updates
  • Help Desk Support
  • Customer Service

Certification

  • ITIL V3
  • Scrum Master

Timeline

Technical Support Engineer

DHL Global
07.2022 - Current

Technical Support Representative

Amazon.Inc
04.2020 - 06.2022

System Support Engineer

Schlumberger Omnes (ICSL Nigeria)
12.2015 - 12.2019

Bachelor of Science - Computer Science

Yaba College of Technology

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Adelaja Oyesanya