Keren Iyolo
Farmington,MI
Summary
Focused and energetic associate degree holder in cybersecurity with a broad range of academic technological experience. Highly competent and organized individual with a keen interest in computers, end user support, and system problem solving. Currently seeking a technical role that capitalizes on strong knowledge base and capable professional skillset, including fast keyboarding, process optimization, business awareness, and a solid work ethic. Strengths lie in customer service and communication skills directly transferable to a technical role. Fluent in English and French. Developed a wide range of technical and interpersonal skills in a fast-paced IT support environment and now looking to transition into a new field. Demonstrated strengths include troubleshooting, customer service, and efficient problem resolution. Eager to leverage these skills to contribute to a new industry while continuing to grow professionally.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Michigan Medicine
09.2024 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end-users.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
AI Data Trainer
Outlier
06.2024 - 08.2024
- Managed and organized documents for data entry tasks.
- Checked for accuracy by verifying data and records.
- Corrected data entry errors to prevent duplication or data degradation.
- Analyzed current data records to provide detailed reports.
- Utilized techniques for increasing data entry speed.
- Compared transcribed data with source document to detect and correct errors.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked flexible hours across night, weekend, and holiday shifts.
- Demonstrated strong organizational and time management skills while managing multiple projects.
IT Help Desk Technician
Schoolcraft College
08.2023 - 05.2024
- Company Overview: Blackboard Support
- Created new accounts, reset passwords, and configured access to servers and file management software for users
- Assisted customers with various types of technical issues via email, live chat, and telephone
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries
- Maintained records, logs, and lifecycle documentation of work requests
- Maintained positive working relationship with fellow staff and management
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Blackboard Support
Student Ambassador
Schoolcraft College
08.2023 - 05.2024
- Company Overview: Admission Office
- Worked with other student ambassadors to plan, organize and evaluate programming to meet student needs
- Gave daily tours of campus for prospective students and families, pointing out buildings and detailing student life and activities
- Supported new students by providing directional information and participating in orientation
- Conducted campus tours to showcase programs and support services
- Generated excitement for prospective students through workshops, presentations and sharing first-hand experiences
- Provided peer advising and presentations for students to describe the value of higher education
- Represented college at career fairs, school visits and other informational programs to increase enrollment
- Attended or conducted information sessions and application workshops to assist students with course registrations
- Maintained professionality and efficiency while working closely with leadership
- Admission Office
Student Assistant
Schoolcraft College
07.2021 - 08.2023
- Trusted by supervisor to help train new employees
- Answer phones, assist walk-in patrons, and provide consistent, professional service with thorough knowledge of material loans, room reservations, and inter-library loans
- Communicate tactfully and effectively; demonstrate excellent interpersonal skills
- Work well both with a team and independently; motivate and energize other employees
- Use library equipment and electronic systems efficiently and accurately
- Keep work area clean and organized; proactively handle opening and closing procedures
Education
Associate of Applied Science - Computer Information Systems, Cybersecurity
Schoolcraft College
Livonia, MI05.2024
Skills
- Microsoft Office 365
- Blackboard Collaborate
- Ocelot Access
- Office Equipment
- Help Desk Software
- Troubleshooting
- Remote technical support
- Incident management
- Network troubleshooting
- Technical support
- Database management
- Documentation
- Escalation management
- Ticketing systems
- Help desk support
- Call center operations
Certification
- CCNA Networking 1 course completion certificate, CISCO
- CCNA Networking 2 course completion certificate, CISCO
- Perimeter, Cybersecurity OPS course completion certificate, CISCO
Languages
French
Native or Bilingual
English
Full Professional
Timeline
Service Desk Analyst
Michigan Medicine
09.2024 - Current
AI Data Trainer
Outlier
06.2024 - 08.2024
IT Help Desk Technician
Schoolcraft College
08.2023 - 05.2024
Student Ambassador
Schoolcraft College
08.2023 - 05.2024
Student Assistant
Schoolcraft College
07.2021 - 08.2023
Associate of Applied Science - Computer Information Systems, Cybersecurity
Schoolcraft College
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