Summary
Overview
Work History
Education
Skills
Certification
Software
Timeline
Generic

BUKUNMI OJUMU

Lead Technical Support Specialist
New York,NY

Summary

Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Broad base of experience in technical support and operations. Resolve problems quickly, delivering high levels of customer satisfaction within set SLAs.

Overview

7
7
years of professional experience
4
4
years of post-secondary education
3
3
Certificates

Work History

Lead Technical Support Engineer

Kyndryl
New York, NY
09.2021 - Current
  • Create and implement IT support strategies to ensure business continuity based on SLAs and KPIs and to reduce backlogs
  • Manage request requests and escalations, based on business priorities, SLAs and stakeholders needs
  • Oversee ticket queue to ensure prioritization, case details, and quality of resolution
  • Monitor and track compliance of delivery, ensuring it is provided with optimum speed, quality, and satisfaction
  • Collaborate with internal and external stakeholders and vendors to improve services & support, solve problems, and deliver results quickly and effectively.
  • Provide technical application support for multiple financial, reporting, developer, analytical and other types of applications
  • Deliver training for hardware and software processes for improved service delivery

Lead Technical Support Associate

IBM
New York, NY
11.2019 - 09.2021
  • Optimized team processes to increase team performance and meet business and client deliverables
  • Handled customer escalations as needed resulting in increased customer satisfaction
  • Led concurrent mini projects and partnered with Global counterparts on technical initiatives
  • Performed regular Quality Assurance checks and provided timely feedback to team
  • Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
  • Directed and supervised team of 16 engaged in providing technical support and achieving SLA requirements
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Reviewed daily requirements and forecasts and delegated work for optimal coverage.
  • Coordinated weekly meetings for internal and external groups

Desktop Support Engineer

IBM
New York, NY
11.2018 - 11.2019
  • Responded to support requests from end users, both in-person and remotely, providing technical support by diagnosing and resolving software, and hardware system issues
  • Implemented solutions for O365 applications, credentials and management
  • Created and manage Active Directory, Exchange Accounts and configure cloud storage accounts
  • Leveraged ticket tracking system to prioritize, track and document problem resolutions and notify customers of issue status.

IT Assistant

Brooklyn Neighborhood Improvement Association
Brooklyn, NY
04.2014 - 01.2018
  • Troubleshoot, investigate and repair hardware failures Installed and configured Windows operating systems
  • Installed and configured wired and wireless networks and resolved local and virtual network connectivity issues
  • Installed and configured local and network printers

Education

Bachelor of Science - Sociology and Anthropology

Obafemi Awolowo University
Ile-Ife Nigeria
09.2004 - 12.2008

Skills

    Customer service expert

undefined

Certification

AWS Solutions Architect Training - February 2022

Software

Active Directory

Software Support and Deployment

Cloud Computing

Communication and collaboration Tools

Operating Systems

Office Suites

Network and Network Security

Timeline

Lead Technical Support Engineer

Kyndryl
09.2021 - Current

Lead Technical Support Associate

IBM
11.2019 - 09.2021

Desktop Support Engineer

IBM
11.2018 - 11.2019

IT Assistant

Brooklyn Neighborhood Improvement Association
04.2014 - 01.2018

Bachelor of Science - Sociology and Anthropology

Obafemi Awolowo University
09.2004 - 12.2008
BUKUNMI OJUMULead Technical Support Specialist