Summary
Overview
Work History
Education
Skills
Timeline
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Akinyinka Dewone Banks

Atlanta,USA

Summary

Experienced Technical Support Specialist with over 15 years of expertise in troubleshooting, system monitoring, and user support across various industries. Proficient in remote desktop services, network administration, and hardware/software installation, ensuring seamless IT operations and minimal downtime. Strong background in cloud migration, server management, and VOIP/ISP systems, contributing to efficient infrastructure upgrades and service delivery. Exceptional communication and user training skills, improving end-user experience and help desk efficiency through clear guidance and documentation. Proven ability to manage technical escalations, conduct root cause analysis, and implement long-term solutions, enhancing customer satisfaction and operational performance.

Overview

26
26
years of professional experience

Work History

Technical support specialist (FTE/Hybrid)

Telular
11.2012 - Current
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Implemented support for TG1 Express, TG4 and TG7 to all Honeywell products.
  • 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.
  • 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.
  • Monitored system performance metrics to identify areas of improvement.
  • Handled 80+ both inbound/outbound calls daily.
  • Created user accounts with appropriate permissions levels based on job requirements.
  • Updated and processed programming changes, equipment upgrades and customer and billing information.
  • Documented and updated case notes for each customer and work order.
  • 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.
  • 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.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Trained new support representatives on troubleshooting techniques and company support protocols.

Technical Support Representative (FTE/ Onsite)

Lathem Time Corporation
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 (FTE/ Onsite)

Lason Information System
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 (FTE/ Onsite)

SouthNet Telecom
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

High School Diploma -

Frederick Douglass High School
Atlanta, GA
06.1992

Associate of Applied Science - Computer And Information Sciences

South Georgia College
Douglas, GA

Skills

  • Customer Experience Management
  • Remote Desktop Services
  • Debugging
  • Application Installations
  • Hardware Upgrades
  • Network Administration
  • Troubleshooting
  • System Monitoring
  • User Training
  • Account Management
  • Technical Documentation
  • Cloud Migration
  • Server Management
  • Data Backup
  • VOIP
  • ISP

Timeline

Technical support specialist (FTE/Hybrid)

Telular
11.2012 - Current

Technical Support Representative (FTE/ Onsite)

Lathem Time Corporation
07.2007 - 05.2011

System Administrator/ Lead Unix Tech Room Operator (FTE/ Onsite)

Lason Information System
01.2001 - 03.2007

Technical Support Representative/Inside Sales Representative (FTE/ Onsite)

SouthNet Telecom
08.1999 - 08.2001

High School Diploma -

Frederick Douglass High School

Associate of Applied Science - Computer And Information Sciences

South Georgia College

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Akinyinka Dewone Banks