Oladayo Akorede
Desktop Support Specialist
Elizabeth,NJ
Summary
Certified Desktop Support Engineer with strong installation, configuration and troubleshooting background in computers and related peripheral hardware, software and network connectivity. Demonstrates excellent fault-finding skills to resolve customer problems with high degree of technical expertise and timeliness. Certified in CompTia A+ and CompTia Sec+.
Overview
4
4
years of professional experience
5
5
Certification
Work History
Technology Support Specialist
Home Depot
Orange, NJ
01.2022 - Current
- Used company troubleshooting resolution tree(Knowledge Base) to evaluate technical problems and find appropriate solutions.
- Used ServiceNow Ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed user profiles through ARS , security access and shared file structures.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Fielded average of 20 inbound phone calls daily using AVAYA to deliver support and remotely resolve service issues.
- Monitored systems in operation and input commands to troubleshoot areas.
- Used Cyberark remote login tools to assist clients with technical and product questions.
- Served as first point of contact for incoming technical service calls and emails.
Desktop Support Specialist
Summit Health Management
ORANGE, United States
02.2022 - 06.2022
- Managed over 300 end-user accounts and permissions on Ability Smartforce, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Configured hardware, devices and software to set up work stations for employees.
- Worked with Ability Smartforce development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Provided on-site and remote technical support to over 70 users weekly.
- Used ServiceNow ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Help Desk Technician
Kampack
Newark, NJ
09.2018 - 01.2022
- Worked with VoIP , ServiceNow , Zendesk,Ars active directory.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Configured hardware, devices and software to set up work stations for employees.
- Processed over 60 support requests weekly for technical assistance.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Installed, modified and repaired software and hardware to resolve technical issues
Education
High school diploma - Science, Technology, And Society
Prospect High School
Nigeria07.2007
Skills
- Account Administration
- CompTia A Certification
- CompTia Security Certification
- Service Now Ticketing Tool, ARS Active Directory, Zendesk, Cyberark,
- Resolving Problems and Incidents
- Technical Troubleshooting
- Microsoft Windows and Office 365
- Service Desk Team Management
- LAN and WAN Assessment
- Configuring Devices
- Windows Operating System
- Remote Technical Support
- Computer System Maintenance
- Access Management Software
- TCP/IP
- Device Installation
- Network Configuration and Support
Certification
- CompTia Sec+
- CompTia A+
- Generation USA IT Support Specialist Alumni
Timeline
Desktop Support Specialist
Summit Health Management
02.2022 - 06.2022
Technology Support Specialist
Home Depot
01.2022 - Current
Help Desk Technician
Kampack
09.2018 - 01.2022
High school diploma - Science, Technology, And Society
Prospect High School
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