Summary
Overview
Work History
Education
Skills
Timeline
Generic

Akinyinka Banks

Atlanta,GA

Summary

Skilled in navigating complex technical environments with a solid background as a Computer User Support Specialist. Possess strong troubleshooting capabilities and adept at providing solutions to enhance system functionality and user satisfaction. Demonstrated ability to communicate effectively with users, ensuring understanding and proper use of software and hardware. Improved help desk response times and user experience through proactive support and training initiatives.

Overview

24
24
years of professional experience

Work History

Technical Support Specialist

Telular
Atlanta, GA
11.2012 - 09.2023
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Developed and delivered training sessions to customers on how to use products more effectively.
  • Assisted customer in understanding products, components and systems using technical demonstration.
  • Created user accounts with appropriate permissions levels based on job requirements.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
  • Provided comprehensive technical support to customers via telephone, email and chat.
  • Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Updated and processed programming changes, equipment upgrades and customer and billing information.
  • Documented and updated case notes for each customer and work order.
  • Resolved customer issues related to operating systems, network connectivity, software applications and hardware components.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Managed the configuration and setup of customer accounts and systems.
  • Monitored system performance metrics to identify areas of improvement.
  • Participated in after-hours on-call rotation for critical support needs.
  • Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
  • Assisted customers with various types of technical issues via email, live chat, and telephone.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Trained new support representatives on troubleshooting techniques and company support protocols.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.

Technical Support Representative

Lathem Time Corporation
Atlanta, GA
07.2007 - 05.2011
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Maintained positive working relationship with fellow staff and management.
  • Troubleshot customer inquiries related to software and hardware issues.
  • Resolved escalated customer service issues in a timely manner.
  • Conducted remote diagnostics to identify and solve technical problems.
  • Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
  • Predominantly focused on PayClock software suite with feature explanations, hardware connectivity using RS232 serial, RS485, RJ45 Network and Modem Connections
  • Earned solid reputation for resolving complex issues and providing exceptional customer service
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Stayed abreast of latest software developments to enhance job knowledge.

System Administrator/ Lead UNIX Tech Room Operator

Lason Information System
Powder Springs, GA
01.2001 - 03.2007
  • Resolved complex technical problems within established service level agreements.
  • Facilitated the migration of servers and applications to cloud platforms, improving scalability and cost-effectiveness.
  • Monitored application and print servers, rapidly responding to faults and malfunctions.
  • Managed storage solutions, including NAS and SAN, optimizing data accessibility and redundancy.
  • Maintained inventory of hardware assets including servers, laptops, desktops.
  • Managed and maintained servers across multiple platforms, ensuring high availability and performance.
  • Created configuration guides for deploying new desktops, laptops and mobile devices.
  • Performed regular backups of critical data and documents.
  • Monitored system performance, identifying and resolving bottlenecks to maintain optimal functionality.
  • Performed project coordination in support of UNIX OS and related software/hardware changes/additions from inception to completion
  • Performed Level 1 problem determination and resolution
  • Installed and monitored Linux on FTP server
  • Set up, optimized and managed network equipment.

Technical Support Representative/Inside Sales Representative

SouthNet Telecom
Marietta, GA
08.1999 - 08.2001
  • Demonstrated advanced product knowledge to solve customer issues.
  • Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Maintained VOIP (Voice over Internet Programs) server
  • Disconnected ISP (Internet Services Program) network
  • Researched and negotiated Call plans/Internet Services
  • Maintained service accounts and reported to controller of daily balancing and reports

Education

Bachelor of Science - Information And Computer Systems

South Georgia College
Douglas, GA
05-1994

High School Diploma -

Frederick Douglass High School
Atlanta, GA
06-1992

Skills

  • Customer experience management
  • Remote desktop services and support
  • Debugging
  • Application installations
  • Hardware upgrades
  • Network administration

Timeline

Technical Support Specialist

Telular
11.2012 - 09.2023

Technical Support Representative

Lathem Time Corporation
07.2007 - 05.2011

System Administrator/ Lead UNIX Tech Room Operator

Lason Information System
01.2001 - 03.2007

Technical Support Representative/Inside Sales Representative

SouthNet Telecom
08.1999 - 08.2001

Bachelor of Science - Information And Computer Systems

South Georgia College

High School Diploma -

Frederick Douglass High School

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Akinyinka Banks