Ayodeji Olojo
Silver Spring,MD
Summary
Results-driven Technical Support Engineer with 7 years of experience in IT support, systems management, media asset management and customer service. Skilled in diagnosing and resolving complex technical issues, optimizing IT performance, and enhancing user experience. Demonstrated ability to reduce ticket resolution time, increase system uptime, and implement proactive solutions to prevent downtime. Committed to leveraging technical expertise to drive operational efficiency, improve user satisfaction, and enhance overall IT service delivery.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Desk Engineer
CHESA
10.2022 - Current
- Managed 30+ technical support tickets daily, achieving a near 100% success rate with high customer satisfaction and retention
- Decreased ticket resolution time by 60% through streamlined troubleshooting, proactive monitoring, and detailed documentation
- Reduced open tickets from 300+ to under 100, significantly improving service efficiency and issue resolution time
- Enhanced server efficiency by 50% through routine updates, optimizations, and preventive maintenance
- Authored 30+ technical knowledge base articles, contributing to increased team efficiency and faster issue resolution
- Implemented monitoring tools for 50+ servers, reducing downtime by 70% through early issue detection and proactive interventions
- Conducted 20+ monthly client success meetings, ensuring alignment with client needs and gathering crucial feedback for performance improvements
IT Support Specialist
Cole And Associates
01.2021 - 09.2022
- Configured and maintained 50+ workstations, ensuring seamless IT operations and minimizing downtime
- Increased server uptime by 90% through proactive maintenance, system monitoring, and issue resolution
- Tested new software and hardware prior to deployment.
- Reduced hardware troubleshooting time by 25% with advanced diagnostic tools and strategic workflow enhancements
- Strengthened network security by 40% through enhanced access controls, firewall configuration, and system defenses
- Optimized system monitoring for faster issue identification and resolution, improving IT response time
Tech and Platform Management Associate
Spinlet
06.2018 - 12.2020
- Provided multi-channel technical support (email, phone, live chat) to end-users and content creators, ensuring a seamless user experience
- Managed and configured 50+ IT assets, ensuring reliable system performance and security
- Collaborated with developers to improve user experience, increasing customer satisfaction by 20%
- Performed routine system updates, security scans, and maintenance, ensuring platform stability and optimal performance
- Curated digital content, ensuring metadata accuracy and accessibility for end-users
- Produced detailed and relevant reports for use in making business decisions.
IT Support Specialist
Global Diageo Business Services
05.2017 - 05.2018
- Provided technical support to 100+ end-users across multiple locations via ServiceNow, email, and phone
- Installed and configured 100+ IT devices, including laptops, desktops, and printers, ensuring smooth deployment
- Conducted daily/weekly data center checks, reducing server downtime by 50% through preventive maintenance
- Delivered IT onboarding and training sessions, improving employee proficiency and adherence to best practices
- Monitored system performance to identify potential issues.
- Researched and identified solutions to technical problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Education
Network Systems Administration -
Sheridan Technical College
Hollywood, FL01.2016
B.A. - Psychology, Minor in History
University of Ghana
Accra, Ghana06.2014
Skills
- Expertise in CentOS, RHEL, Ubuntu, Windows, and MacOS
- VPN management and optimization
- Active Directory management
- Server administration
- Network security management
- SSL certificate administration
- Switch network management expertise
- Experienced with Jira, ServiceNow, Salesforce, and Zendesk
- Remote Support expertise using tools like Microsoft Remote Desktop, Apple Remote Desktop, TeamViewer, Splashtop, Zoom, Microsoft Teams, Webex, and Screen Connect
- Monitoring Tools (Addigy, Icinga, PagerDuty)
- Technical application support
- Technical hardware support
- System software configuration
- Network systems administration
- IT system administration
- Backup system management
- Media Asset Management
- Patch management
Websites
Certification
- Red Hat Certified Systems Administrator (RHCSA)
- CompTIA A+
- Microsoft Certified Professional
- Microsoft Certified Technology Specialist
Timeline
Service Desk Engineer
CHESA
10.2022 - Current
IT Support Specialist
Cole And Associates
01.2021 - 09.2022
Tech and Platform Management Associate
Spinlet
06.2018 - 12.2020
IT Support Specialist
Global Diageo Business Services
05.2017 - 05.2018
Network Systems Administration -
Sheridan Technical College
B.A. - Psychology, Minor in History
University of Ghana
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