Moses Akolade
Houston,TX
Summary
I'm a driven specialist with experience providing technical support and customer service to end-users. Proven track record of efficiently troubleshooting hardware and software issues for difficult staff and customers, developing user training materials, and creating user documentation. Adept in driving user satisfaction and creating long-term relationships with customers. Possesses strong communication and analytical skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
HaynesBoone
06.2023 - Current
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- providing desk-side hardware and software support, video conference support and basic network support to attorneys and staff. This individual will also support a variety of wireless and handheld devices.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Resolved 26 technical support inquiries per day.
- Documented support interactions for future reference.
- Printer, scanner, video conferencing and projector support.
- Assist Engineers in troubleshooting onsite issues.
- Understand user application needs and growth of our Firm’s application offerings.
- Communicates appropriately regarding resolution and ensures that the appropriate documentation is completed after each incident.
- Tier 1 subject matter expert (SME) on our firm applications.
CUSTOMER SERVICE ENGINEER
SPRING BRANCH ISD
05.2021 - 06.2023
- Configure & maintain servers, workstations, software, hardware repairs, and updates
- Create Trouble Tickets and help with PC problems via Ticketing Systems SLA
- Imagine Chromebook PCs and Windows 10/11, all-in-one computers, and Laptops
- Control inventory and conduct audits of valuable repair pieces
- Troubleshoot Various Brands and Models of Projector and Document Camera Devices
- Maintenance of Smart Boards and Active Panels
- Adding Printers to the print server through Active Directory
- Testing/assessment Technology Device Deployment, check out/check-in
- Constructed applicable solutions by conducting relevant product component research
- Conferred with users and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
HELP DESK TECHNICIAN
Houston Methodist Hospital
02.2019 - 05.2021
- Delivered first-level contact and problem resolution for users with hardware, software, and applications problems
- Completed accurate and timely logging of problems and resolutions in the issue management database
- Provided level-1 and level-2 remote support for desktops, printers, and other computer-related devices
- Explained technical terminology to non-technical end users
- Monitored system performance and provided updates to customers
- Solved problems on Windows, Mac, and user applications utilizing product specifications
- Installed and performed minor repairs to hardware, software, and peripheral equipment, following design, and installation specifications
- Provided onsite/remote desktop support for end users of, new pc setup, Image pc with SCCM, install device drivers, install network printers, and map share drives
- Set up printers and update desktop applications, accurately troubleshoot customer software running on Mac OS and Windows desktop pcs and tablets
- System Build and assembly of different Brand of PCs and Laptop (Dell, HP and Toshiba, Apple Acer, Lenovo)
- Troubleshooting and repair of Multifunction Printers, Developing and Maintaining IT Documentation
- Developed training materials and procedures, and train users in the proper use of hardware and software
- Conferred with users and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support
- Created detailed reports outlining the status of each technical issue reported by customers.
PC SUPPORT SPECIALIST
FORTH BEND INDEPENDENT SCHOOL DISTRICT
03.2016 - 12.2019
- Imaged 600 laptops with Windows 10 and 7 With SCCM, calibrating third-party software and connecting computers to the network, Cut total laptop imaging time from 2 hours to under 30 minutes
- Oversaw installation of network systems within Marinara/ Pierce Network, Configured and distributed a state-of-the-art camera Monitor system
- Assisted with the installation of a network comprised of 150 workstations and 30 printers, implement the necessary support infrastructure in under 30 days, Resolved IT trouble tickets (Service Now Ticketing System and Kace) for a variety of companies throughout the region, upholding network security and privacy while installing and configuring requested software for customers
- Assessed IT and network infrastructure on behalf of clients, meeting customer needs and ensuring continuous operations to deliver superior customer support, Managed hardware installation, server maintenance, and backups; retrieved lost data as needed
- Advised clients on IT best practices, guiding them through hardware and software upgrade options to meet individualized network needs.
Education
MASTER OF SCIENCE (M.S.) IN COMPUTER INFORMATION SECURITY CANDIDATE -
Sam Houston State University
Huntsville, TX04.2025
CERTIFICATION IN INFORMATION TECHNOLOGY SECURITY ADMINISTRATION -
Mycomputercareer
Houston, TX11.2021
Bachelor of Science - Computer And Information Systems Security
Kwara State University
Ilorin, NIGERIA06.2015
Skills
- Ticketing systems
- Deskside Support and hardware
- Computer System Diagnostics Software
- Issue And Resolution Tracking
- Microsoft Excel
- Telephone Etiquette
- Creative Solutions
- Microsoft SCCM
- Remote Conferencing Support
- Mobile Device Management
- Streaming Services
- IP Addressing and Subnetting
- Microsoft Azure
- Agile Project Management
- Computer Hardware Knowledge
- Inventory Management Strategy
- Data Encryption
Accomplishments
- Resolved a customer complaint and turned a dissatisfied customer into a loyal client Identified and addressed production issues, resulting in a 10% decrease in product defects.
- Collaborated with the team to find a solution to a technical issue, resulting in a successful product launch within two months and positive customer feedback.
- Trained and onboarded 50+ employees on the new system within five months.
Certification
Comptia A+ , Comptia Security+, Google Work Space Administration, Scrum Master, Information Technology and Security Administaration
Timeline
Technical Support Specialist
HaynesBoone
06.2023 - Current
CUSTOMER SERVICE ENGINEER
SPRING BRANCH ISD
05.2021 - 06.2023
HELP DESK TECHNICIAN
Houston Methodist Hospital
02.2019 - 05.2021
PC SUPPORT SPECIALIST
FORTH BEND INDEPENDENT SCHOOL DISTRICT
03.2016 - 12.2019
MASTER OF SCIENCE (M.S.) IN COMPUTER INFORMATION SECURITY CANDIDATE -
Sam Houston State University
CERTIFICATION IN INFORMATION TECHNOLOGY SECURITY ADMINISTRATION -
Mycomputercareer
Bachelor of Science - Computer And Information Systems Security
Kwara State University