Ayodele Adeoye
Lewisville,TX
Summary
Dedicated Technical Support and Service Desk Representative with over four years of experience in customer service and technical support. Known for providing friendly and effective responses to customer inquiries, consistently resolving issues to enhance product impact and usability. Committed to elevating user satisfaction metrics and fostering repeat patronage across a diverse range of supported products.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Helpdesk Technician
Tidel Engineering
Carrollton, TX
07.2021 - Current
- Customer Assistance: Provided effective support for a variety of technical issues via email, live chat, and telephone channels.
- Hardware Troubleshooting: Proficiently diagnosed and resolved hardware issues, collaborating with service providers to facilitate end-user repairs.
- Client Support Excellence: Supported clients' needs, cultivating solid working relationships through prompt and knowledgeable cash recycler support.
- Comprehensive Service Reporting: Generated detailed service reports, documenting completed work, identified issues, and recommended solutions.
- Strategic Troubleshooting Tactics: Implemented proven troubleshooting tactics to identify and address the root causes of poor machine performance.
- Efficient Documentation Management: Ensured prompt completion of documentation, enabling accurate recording and tracking of service requests.
- Maintenance Responsibilities: Oversaw yearly and preventive maintenance for cash recyclers and smart safes, ensuring optimal working conditions.
- Research and Resolution: Conducted in-depth research on various computer systems and databases, providing effective resolutions and addressing inquiries.
- Customer Handling Expertise: Maintained composure and patience in challenging customer situations, applying de-escalation techniques and delivering positive support.
- Technical Proficiency: Read technical manuals, conducted thorough computer diagnostics, and appropriately referred major hardware or software issues to vendors or technicians.
- Collaborative Contributions: Actively collaborated with cross-functional teams, defining features and contributing to the development of powerful, user-friendly products, and customer-facing workflow tools.
- Testing Prowess: Played a key role in performing regression and performance tests for updated systems, ensuring their functionality and reliability.
Technical Support and Service Desk Specialist
Deloitte
Westlake, TX
01.2020 - 06.2021
- Customer Support: Assisted customers with diverse technical issues via email, live chat, and telephone.
- Workstation Setup and Upgrades: Set up workstations for new hires and performed upgrades to existing equipment and software.
- Basic Support and Troubleshooting: Provided basic support, including password resets, printer configurations, and break/fix instructions.
- Service Desk Ticket Management: Routed, tracked, and managed clients' service desk tickets from inception to close.
Documented issues and results for comprehensive record-keeping. - IT Ticket Prioritization and Resolution: Prioritized and addressed IT ticket requests, delivering technical support, troubleshooting, and issue resolution to maintain system performance.
- Individual Issue Resolution: Independently resolved service requests through troubleshooting, addressing user issues effectively.
- Daily Systems Maintenance: Conducted daily maintenance of computer systems to ensure fluid network processes.
- Communication and Progress Updates: Kept customers informed about issue resolution progress and provided ongoing updates on estimated resolution times.
- Hardware and Software Support: Installed and supported hardware and software for desktops, servers, and printers.
- End-User Collaboration: Worked closely with end users to troubleshoot and solve problems related to hardware and software.
- Antivirus and Email Management: Uploaded, configured, and managed antivirus detection software and email applications.
- Proactive Support and Maintenance: Delivered a high level of support and maintenance to hardware, software, and applications, aiming to maximize performance and reduce bottlenecks.
- Telephone and Ticket-Based Assistance: Addressed queries via telephone and self-service ticketing system, supporting internal and external computer hardware, software, network, application access, and telecommunications systems.
- Documentation Practices: Documented solutions and troubleshooting steps concisely in the ticketing system, alerting other team members to new service solutions.
Customer Service Associate
Bestbuy Retail Store
Capitol Heights, MD
02.2017 - 12.2019
- Service Delivery: Delivered prompt, friendly, and knowledgeable service, addressing routine questions and handling service complaints.
- Customer Relations Support: Supported customer service goals through positive and knowledgeable communication, contributing to enhanced customer relations.
- Issue Resolution: Addressed inquiries, efficiently resolved customer issues, and managed overall customer relations effectively.
- Consultation and Problem-Solving: Consulted with customers to understand their needs and promptly addressed concerns through effective problem-solving.
- Adherence to Policies: Followed established policies and procedures, consistently meeting or exceeding performance requirements.
- Customer-Centric Approach: Provided outstanding service to both new and long-standing customers, actively addressing concerns and devising effective solutions.
- Educational Engagement: Educated customers on special pricing opportunities and company offerings.
- Task Organization: Organized and prioritized tasks, demonstrating efficiency within strict timeframes and deadlines.
- Financial Management: Managed large amounts of cash, ensuring daily balancing of the cash drawer within prescribed guidelines.
- Exceeding Productivity Targets: Exceeded productivity targets by consistently delivering top-notch customer service in every interaction.
- Training and Onboarding: Trained new hires on products, services, best practices, and protocols, minimizing process gaps.
- Confidentiality Maintenance: Maintained customer privacy and upheld the confidentiality of company operations.
- Improving Service Efficiency: Improved customer service wait times, contributing to the mitigation of complaints.
- Quality Control Adherence: Upheld quality control policies and procedures to elevate overall customer satisfaction.
Education
Bachelor of Science - BAAS-Information Technology-Cybersecurity
Texas A&M Central Texas
Killeen, TX05-2026
Associate of Science - Computer And Information Technology
Temple College
Temple, TX05.2019
High School Diploma -
Laurel High School
Laurel, MD05.2017
Skills
- Leadership and Management Skills: Proficient in supervision, delegation, and motivation across various functional areas
- Communication and Relationship Building: Demonstrates effective communication with internal and external stakeholders at all levels
- IT Applications Proficiency: Skilled in Microsoft Applications (Word, Visio, Access, Excel, PowerPoint, Power BI)
- Technical Knowledge: Understands the software stack from BIOS/FW through OS driver
Experienced in testing device drivers in Android/Linux Active Directory
Possesses knowledge of iOS testing
Familiar with Windows Operating Systems, Active Directory (AD), VMWare, Citrix, Exchange, Epicor, etc - ITSM Ticketing Tools: Proficient in ticketing tools such as Epicor, ServiceNow, etc
- Hardware and Software Skills: Capable of hardware and software repair
Proficient in troubleshooting network issues
Skilled in computer diagnostics - Performance and Values: Sets a high standard for performance and serves as a role model
Demonstrates and champions behavior aligned with HPOE (High-Performance Operating Environment) values
- Team Collaboration: Actively contributes as a collaborative team player
- Attention to Detail: Exhibits strong attention to detail in tasks and responsibilities
- Software Skills: Proficient in software evaluation
Skilled in Microsoft Windows and Office - Technical Troubleshooting: Possesses expertise in technical troubleshooting
- Help Desk Support: Has experience in providing effective help desk support
- Issue and Resolution Tracking: Capable of tracking and resolving problems and incidents with efficiency
Certification
- CompTIA A+
- Power Bi
- ITIL Foundations
- Microsoft 365: Modern Desktop Administrator Associate
- Google IT Support Professional Certificate
- IT Help Desk Professional
Timeline
Helpdesk Technician
Tidel Engineering
07.2021 - Current
Technical Support and Service Desk Specialist
Deloitte
01.2020 - 06.2021
Customer Service Associate
Bestbuy Retail Store
02.2017 - 12.2019
Bachelor of Science - BAAS-Information Technology-Cybersecurity
Texas A&M Central Texas
Associate of Science - Computer And Information Technology
Temple College
High School Diploma -
Laurel High School
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