ADELEKE OLORUNSHOLA
Stone Mountain,GA
Summary
Customer service focused, Technical Support Specialist with 5 years of career experience in help desk environments. Tenacious desire to solve complex technical problems, diagnostics, troubleshooting and conflict resolution. Exhibits excellent organizational and problem-solving skills. Works well in team environments and displays a strong work ethic. Desire to learn new technology.
Overview
7
7
years of professional experience
Work History
Help Desk Support
Thermo Pac LLC
01.2020 - 12.2023
- Manage the installation and upgrade of IT systems.
- Effectively communicate with customers and technical staffs to troubleshoot and resolve IT related problems.
- Maintaining and tracking inventory of hardware in the appropriate systems.
- Documenting and tracking status of colleague inquiries, coordinating appropriate responses.
- Create, deploy, maintain Windows Operating Systems and configurations on individual user computers.
- Monitor and manage security concerns at the laptop level using our risk management solution.
- Be attentive to recurring problems or patterns of problems and notify the team.
- Identify and recommend system enhancements that can be automated or improved to save time and improve service quality.
- Provide technical assistance and support for incoming queries and issues related to computers, networks, software and hardware.
- Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly.
- Documenting customer impact, resolution steps and appropriate priority in accordance with policy and customer requirements.
IT Support
TMK IPSCO
06.2017 - 11.2019
- Responds to customer technical problems/issues related to hardware, software and networking via email and phone.
- Assist customers via phone by troubleshooting, diagnosing and repairing hardware and software.
- Verify customer information and log calls with appropriate information into call tracking database.
- Experience in a Service Desk or Call Center environment, including delivering remote technical support for end users via phone, and ticketing systems (e.g., BOMGAR, BMC Remedy)
- Experience supporting issues of Microsoft Office, Windows OS, Remote Access (including Multi-Factor Authentication), VPN, and Mobile Devices.
- Serve as first line of consultation for individuals requiring technical assistance from the information Technology Services Department via incident tracking software, telephone, web, email or in person.
- Install, Configure and Maintain integrated multimedia technology systems, including computer and audio video hardware and required IP configuration, to ensure employees have access to effective multimedia systems that meet teaching and presentation needs.
Education
Master of Science - Information Technology And Managment
Valparaiso University
Valparaiso, IN09.2013
Skills
- Customer Service Oriented
- Product and Service Expertise
- MS Excel
- Microsoft Word
- PC & MS Office Proficient
- Microsoft Office
- Help Desk
- Excellent Communicator
- Conflict Resolution
- Analytical and Diagnostic Skills
- Troubleshooting Skills
- Network Printers
Timeline
Help Desk Support
Thermo Pac LLC
01.2020 - 12.2023
IT Support
TMK IPSCO
06.2017 - 11.2019
Master of Science - Information Technology And Managment
Valparaiso University
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