Folu Olajide
Grand Rapids,MI
Summary
IT Support Specialist with a strong history of problem diagnosis and resolution at Grand Valley State University. Demonstrated expertise in technical documentation and customer relations, achieving a 95% first-contact resolution rate. Enhanced operational efficiency and ensured exceptional service delivery in high-pressure environments.
Overview
7
7
years of professional experience
6
6
Certification
Work History
Graduate Assistant - IT Support
Grand Valley State University
Allendale
08.2023 - 04.2025
- Provided technical support for IT systems, assisting students in troubleshooting networking, software, and hardware issues.
- Developed knowledge base articles and documentation to streamline IT operations.
- Diagnosed hardware issues for PCs, printers, and peripherals, ensuring operational efficiency.
Technical Support Representative
Digitank Technologies
05.2021 - 07.2023
- Ensured secure and efficient operation of systems by maintaining up-to-date configurations, meeting customer specifications.
- Maintained accurate documentation of test results, repairs made, and any other relevant information.
- Resolved technical and non-technical customer inquiries while maintaining a 95% first-contact resolution rate.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
Customer Support Specialist
Oryx West Africa
07.2018 - 05.2021
- Maintained accurate customer information database with 99.8% data entry accuracy.
- Crafted clear and concise written responses to customer and vendor inquiries.
- Efficiently managed call flow and inquiry handling, reducing average resolution time by 15%
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
IT Support Specialist
Soft Solutions Limited
03.2015 - 08.2015
- Assisted in troubleshooting hardware, software, and networking issues.
- Conducted IT training sessions and developed knowledge base articles for common troubleshooting issues.
- Participated in after-hours and on-call rotations, delivering critical support during emergencies.
- Managed high levels of call flow and responded to technical support needs.
Education
Master of Science - Cybersecurity
Grand Valley State University
Allendale04-2025
Bachelor of Science - Computer Science
Redeemer's University
07-2016
Skills
- IT support and troubleshooting
- Customer service and relations
- Problem diagnosis and resolution
- Technical documentation and reporting
- Email security management
- Log analysis and monitoring
- Network security and firewalls
- Database administration
- Quality assurance processes
- Operating systems: Windows, Mac, Linux
- Active Directory management
- Microsoft Office 365 proficiency
- Google Workspace expertise
System And Tools
- Windows
- Mac
- Linux
- Active Directory
- Microsoft Office 365
- Google Workspace
Certification
- ISC2 Certified in Cybersecurity (CC)
- ISACA Cybersecurity Fundamentals
- Google Cybersecurity Professional Certificate
- AWS Solution Architect Associate
Timeline
Graduate Assistant - IT Support
Grand Valley State University
08.2023 - 04.2025
Technical Support Representative
Digitank Technologies
05.2021 - 07.2023
Customer Support Specialist
Oryx West Africa
07.2018 - 05.2021
IT Support Specialist
Soft Solutions Limited
03.2015 - 08.2015
Master of Science - Cybersecurity
Grand Valley State University
Bachelor of Science - Computer Science
Redeemer's University
Similar Profiles
Katherine BakerKatherine Baker
Structured Learning Assistance at Grand Valley State UniversityStructured Learning Assistance at Grand Valley State University
Kenzie NealKenzie Neal
Student Police Dispatcher at Grand Valley State UniversityStudent Police Dispatcher at Grand Valley State University
KHEYLA ROSEKHEYLA ROSE
BMS Department Undergraduate Physiology Lab Assist at Grand Valley State UniversityBMS Department Undergraduate Physiology Lab Assist at Grand Valley State University
Gwendalyn HarrisGwendalyn Harris
Server at Peppino's Pizzeria & Sports GrilleServer at Peppino's Pizzeria & Sports Grille
Persephone O’ToolePersephone O’Toole
Front Desk Attendant at Oasis Hot Tub GardensFront Desk Attendant at Oasis Hot Tub Gardens