Jeleel Olufowobi

U.S. Navy Boot Camp

Great Lakes, Illinois

- Honor Graduate: Recognized for exceptional performance in academics and physical training, demonstrating a commitment to excellence.

- Squad Leader: Led a team of recruits, fostering teamwork and maintaining high standards of discipline and morale.

- Physical Fitness Training: Completed rigorous physical training, achieving top scores in the Navy Physical Readiness Test.

- Fire Safety and Emergency Response: Trained in fire safety protocols and emergency response, showcasing the ability to remain composed in high-stress situations.

- Drill Team Member: Participated in the boot camp drill team, developing precision, discipline, and attention to detail in ceremonial practices.

- Community Service Initiatives: Actively engaged in community service projects, enhancing local outreach efforts and promoting a sense of camaraderie within the Navy.

- Marksmanship Qualification: Completed comprehensive firearms training, achieving qualification in marksmanship, reflecting focus and precision.

- Diversity and Inclusion Training: Participated in programs promoting diversity and inclusion, enhancing cultural awareness and teamwork within diverse groups.

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U.S. Navy – Information Systems Technician

Great Lakes, Illinois (Discharged Medically in September 2024)

- Network Administration: Managed and maintained Navy communication networks, ensuring reliable and secure data transmission for critical operations.

- Technical Support: Provided desktop support and troubleshooting for hardware and software issues, delivering high-quality customer service to personnel.

- System Installation and Configuration: Oversaw the installation, configuration, and maintenance of various information systems, enhancing operational efficiency and security.

- Cybersecurity Protocols: Implemented cybersecurity measures to protect sensitive information, conducting regular assessments to identify and resolve vulnerabilities.

- Training and Development: Developed and delivered training sessions for personnel on information systems and cybersecurity best practices, enhancing team capabilities.

- Leadership and Team Collaboration: Collaborated with cross-functional teams to achieve mission objectives, demonstrating effective communication and leadership skills.

• Provided effective technical support for a variety of hardware and software issues via email, live chat, telephone, and call center channels.
• Collaborated with service providers to diagnose and resolve hardware issues, facilitating end-user repairs and ensuring optimal machine performance.
• Cultivated solid working relationships with clients through prompt and knowledgeable support, leveraging expertise in both helpdesk and call center environments.
• Generated detailed service reports, documented completed work, identified issues, and recommended solutions to improve client satisfaction.
• Implemented strategic troubleshooting tactics to address root causes of poor machine performance and enhance overall reliability.
• Ensured efficient documentation management, enabling accurate recording and tracking of service requests and resolutions.
• Oversaw yearly and preventive maintenance for cash recyclers and smart safes, ensuring optimal working conditions and client satisfaction.
• Maintained records of customer interactions, transactions, comments, and complaints.
• Answered incoming calls from customers regarding inquiries or complaints.
• Demonstrated ability to multitask while speaking with customers on the phone.
• Followed up with customers to ensure resolution of their issues or concerns.
• Adhered to company policies and procedures for handling outbound calls.
• Assisted customers in navigating through automated systems during outbound calls.

• 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.
  

• Provided courteous and efficient customer service to callers regarding tollway services, policies, and account inquiries.
• Addressed inbound calls, resolved issues, and provided assistance with toll violations, account management, and payment processing.
• Handled outbound calls for customer follow-ups, account verifications, and other service-related communications.
• Utilized NTTA's systems and databases to accurately document customer interactions, update account information, and track inquiries and resolutions.
• Collaborated with team members and supervisors to ensure consistent service delivery and adherence to NTTA's customer service standards.
• Demonstrated proficiency in navigating NTTA's internal resources and knowledge base to provide accurate and up-to-date information to callers.
• Maintained a high level of professionalism, patience, and empathy in all customer interactions, resolving issues promptly and effectively.
• Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
• Resolved customer complaints in a timely manner to ensure customer satisfaction.