Alabo Abi Derefaka
IT Professional
Gaithersburg,MD
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Member Support Representative Team Lead
ID.me
04.2022 - 05.2023
- Data entry and report production for team members’ performance
- QA assessment of team members using Score Buddy
- Resolution of admin and technical issues using Jira
- Trained on resolving customer issues on email platform
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Directed and supervised team of 10 engaged in document processing and fraud elimination.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Achieved team average of 93% in processing accuracy
- Achieved team average of 2 minutes downtime.
Member Support Representative
ID.me
05.2021 - 04.2022
- Resolved customer issues on ticketing platform (Zendesk)
- Verified customer identification and documentation for compliant transactions.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Processed an average of 500 documents a day
- Processed an average of 50-100 tickets a day.
Desk Officer
University Of Port Harcourt
01.2019 - 02.2021
- Served as liaison between university and third-party vendors
- Data collection, collation, and preparation
- Data entry into Microsoft Excel
- Data mining to check for inconsistencies
- Uploading of data into database and database administration and maintenance
- Documentation of monthly reports on data stats collected and solutions
- Performed other clerical and administrative duties as assigned.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
IT Support Specialist
University Of Port Harcourt
01.2017 - 02.2021
- Management of user accounts of staff and students
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed high levels of call flow and responded to technical support needs.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Managed backup and recovery of data assets to safeguard system availability.
- Updated software to safeguard against security flaws.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Assigned system permissions and set up computers to assist with onboarding new employees.
- Offered new staff and students training to reduce frustration and improve customer satisfaction.
- Delivered onsite technical support for over 1500 employees.
- Configured hardware and granted system permissions to new employees.
- Answered questions and provided information to customers about new software or hardware.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Documentation of network and web issues and solutions
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Promoted efficiency among departments with prompt resolution of system issues.
- Researched product and issue resolution tactics to address customer concerns.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted with updating technical support best practices for use by team.
- Planned and implemented upgrades to system hardware and software.
- Monitored networks and network devices to resolve technical problems quickly.
- Installed and configured network printers and other peripheral devices.
- Diagnosed and executed resolution for network and server issues.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Developed and documented network policies, procedures and standards.
- Researched and recommended new technologies and strategies for improving system performance.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
- Analyzed network traffic and performance metrics to optimize system performance.
- Identified and resolved network congestion issues and bottlenecks.
- Implemented and maintained virtual private networks.
- Designed and evaluated WAN and LAN connectivity technologies.
- Devised scripts and automation tools to improve system efficiency.
- Maximized system availability through development and testing of contingency plans.
- Evaluated software products to determine compatibility with existing systems.
- Performed network security design and integration duties.
- Led server infrastructure development, quality assurance, staging and production systems.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Resolved 100-150 tickets per day
- Achieved little to no network downtime.
LMS Administrator
University Of Port Harcourt
01.2016 - 02.2021
- Designed and developed modules for online courses
- Consulted with management to determine scope and priorities of projects and to discuss system capacity and equipment acquisitions.
- Installation and configuration of LMS (MOODLE, CANVAS) on Linux Server and Microsoft Windows Server
- Installation, configuration, and maintenance of AMP (Apache, Microsoft SQL Server, PHP/MySQL
- Administration and maintenance of LMS
- Integration of e-learning software (SCORM, xAPI)
- Creation, configuration and administration of university wide quizzes and examinations on LMS
- Download and distribution of results in Microsoft Excel CSV format
- Custodian of all university unformatted examination questions
- Documentation of reports on server performance, results stats, software durability and security after major examinations
- Performed software installations and upgrades to UNIX or Windows operating systems.
- Configured and tested Windows Server operating systems with roles features.
- Attended meetings to deliver status reports to key stakeholders.
- Tested software remotely and onsite for server sets to maintain operational readiness.
- Orchestrated integration and communication of software upgrades.
- Created nightly jobs for database backups.
- Implemented internet and intranet applications on multiple platforms.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Diagnosed and resolved hardware and software issues.
- While handling confidential and proprietary information, achieved no technical complaints, no examination malpractice, and downtime.
Web Administrator
University Of Port Harcourt
01.2015 - 02.2021
- Administration, maintenance, and configuration of website
- Tested and debugged site updates and prevented functional flaws from impacting public visitors.
- Daily web content update
- Incorporated SEO techniques to verify maximal site exposure to search engine robots and crawlers.
- Annual web structure configuration according to organization’s evolving requirements
- Developed and implemented iterative updates by reviewing past performance metrics and figures.
- Collaborated with business development personnel to verify compliance with customer requirements.
- Defined standardized criteria for adoption of third-party deliverables within website infrastructure.
- Completed analysis and design phases of systems development life cycle (SDLC).
- Conceptualized, planned and executed original designs for wide range of website properties.
- Troubleshot issues with websites and fixed scripting and use issues.
- Utilized SEO techniques to optimize website content, improve search engine rankings, and increase traffic.
- Coordinated with developers and designers to confirm websites are user-friendly, visually appealing and optimized for SEO.
- Trained support staff in site implementation, updating and maintenance procedures.
- Configured and purchased domains for websites.
- Developed performance metrics to benchmark websites.
- Collected and responded to user feedback through iterative improvements to site structure and content.
- Achieved minimal to no website downtime, up to date web content and strong customer satisfaction (usability and accessibility).
Plagiarism Software Administrator
University Of Port Harcourt
01.2011 - 02.2021
- Administration and configuration of plagiarism (TURNITIN) account
- Creation and monitoring of user accounts
- Conducting plagiarism tests and analysis of test results
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Documentation of monthly reports on plagiarism statistics
- Achieved quality publications since inception of plagiarism tests.
IT Training Specialist
University Of Port Harcourt
01.2007 - 02.2021
- Training of staff and students on desktop publishing and, Office 365 suite, web design and development with WordPress and JOOMLA, plagiarism software administration.
- Conducted orientation sessions to assess skill levels and areas of strength and weakness.
- Developed training curricula and recommended programs that met instructional goals and objectives.
- Developed training handbooks, computer tutorials and reference materials.
- Trained and mentored 200 new personnel hired to fulfill various roles.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Documented participation and evaluated learning for each participant.
- Assisted in analyzing and assessing training and development needs for departments and individuals.
- Provided constant training to staff on newly developed training programs used in classrooms, new language labs and computer systems.
- Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
- Organized and implemented coursework, oversaw scheduling and monitored attendance through learning management system.
- Verified proper tracking in newly created databases of students and instructors leaves, attendance, scores and overall performance.
- Traveled to client locations to conduct training classes.
- Coordinated administrative functions necessary to deliver and document training programs.
- Collected data on program effectiveness to develop modifications and improvements to curricula.
- Creation, analysis, and documentation of report on training indices and solutions based on data gotten from anonymously filled survey by trainees.
IT Training Specialist
Etherton And Associates
02.2020 - 03.2020
- Redesign and development of company’s website
- Training office manager on website administration and maintenance
- The website is still functional and updated frequently.
Education
MSc - Information Systems
University of East Anglia
Norwich, United Kingdom07.2012
BSc - Geography and Environmental Management
University of Port Harcourt
Port Harcourt, Nigeria02.2001
Skills
- Client Interactions
- Customer Satisfaction
- Customer Account Management
- Microsoft Office
- Good Listening Skills
- Reading Comprehension
- Front-End Support
- Cultural Awareness
- Customer Retention Strategies
- Service Quality
- Understanding Customer Needs
- Customer Standards Compliance
Certification
- CompTIA A+ ce Certification, CompTIA - 2023-2026
Timeline
Member Support Representative Team Lead
ID.me
04.2022 - 05.2023
Member Support Representative
ID.me
05.2021 - 04.2022
IT Training Specialist
Etherton And Associates
02.2020 - 03.2020
Desk Officer
University Of Port Harcourt
01.2019 - 02.2021
IT Support Specialist
University Of Port Harcourt
01.2017 - 02.2021
LMS Administrator
University Of Port Harcourt
01.2016 - 02.2021
Web Administrator
University Of Port Harcourt
01.2015 - 02.2021
Plagiarism Software Administrator
University Of Port Harcourt
01.2011 - 02.2021
IT Training Specialist
University Of Port Harcourt
01.2007 - 02.2021
MSc - Information Systems
University of East Anglia
BSc - Geography and Environmental Management
University of Port Harcourt
- CompTIA A+ ce Certification, CompTIA - 2023-2026
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