Simon Omowale
Helpdesk Support & Customer Service Specialist
Seattle,WA
Summary
Results-driven Help Desk Analyst with a strong background in IT support and customer service. Recognized for consistently resolving complex technical issues and enhancing user satisfaction. Demonstrated expertise in ITIL principles, achieving a 95% SLA compliance rate, showcasing operational efficiency and effective collaboration. Possesses strong troubleshooting skills and the ability to communicate technical information clearly, facilitating proper software and hardware use. Several years of experience providing phone, email, and chat-based technical support to customers. Adept at gathering information and conducting research to resolve complex technical issues. Detail-oriented in support ticket tracking, providing a comprehensive overview of issues and resolution attempts.
Overview
17
17
years of professional experience
8
8
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Help Desk Analyst & SOC Support
LetsDefend
Seattle, WA
09.2024 - 01.2025
- Diagnosed and resolved 50+ security-related technical issues weekly, including password resets and account access, ensuring minimal downtime for users.
- Optimized ticketing system management, achieving a 95% SLA compliance rate and significantly enhancing customer satisfaction.
- Developed and maintained a comprehensive knowledge base, reducing repeat inquiries by 40% through clear and effective troubleshooting guides.
- Proactively addressed security alerts, reducing incident resolution time by 30% through efficient issue management and user training initiatives.
Governance, Risk, and Compliance Analyst
Baxter Clewis Cybersecurity
Dallas, TX
02.2024 - 01.2025
- Partnered with employees and clients to resolve 30+ technical issues weekly, ensuring seamless access management, software functionality, and security compliance.
- Collaborated with security teams to conduct regular reviews, strengthening access controls and reducing insider threat risks by 25% through adherence to cybersecurity best practices.
- Developed and maintained technical documentation, enhancing IT process efficiency and accelerating issue resolution by 30%.
- Provided clear, user-friendly technical guidance, working closely with teams to reduce repeat support requests by 40% through effective training and documentation.
Customer Success Specialist
Private & Corporate Language Training
Worldwide, International
01.2008 - 12.2023
- Led scheduling and training programs, optimizing instructor assignments and boosting efficiency by 25%.
- Directed technical support operations, resolving 90% of e-learning platform issues within 24 hours, significantly enhancing student engagement.
- Trained and mentored staff, elevating service quality and increasing customer satisfaction scores by 20%.
- Streamlined operations through process documentation, reducing new employee onboarding time by 30% and ensuring faster team productivity.
Customer Service Representative
Big Brothers Big Sisters of America
Seattle, WA
02.2018 - 08.2019
- Led customer service operations, achieving a 95% first-contact resolution rate and improving response times by 30% through efficient workflows and team coordination.
- Managed escalations and conflict resolution, collaborating cross-functionally to boost customer satisfaction scores by 20%.
- Provided hands-on technical support, resolving 90% of software and access issues within 24 hours, ensuring seamless user experiences.
- Spearheaded process improvements, streamlining customer interactions and enhancing overall operational efficiency.
Education
Bachelor's Degree -
University of Oklahoma
Norman 01.2000 - 06.2008
Skills
Technical & IT Skills:
IT Support & Help Desk Management
Desktop Support & Troubleshooting
IT Service Management (ITIL)
Network Connectivity & Security
Microsoft Windows & Mobile Operating Systems Administration
Printer Troubleshooting
Performance Metrics & System Monitoring
ServiceNow, Zendesk, Jira (Ticketing Systems)
Security Awareness & Best Practices
Software Assistance & Technical Troubleshooting
Cloud Services (Google Cloud & Microsoft Azure)
Customer Service & Soft Skills:
Effective Communication & Active Listening
Problem-Solving & Analytical Thinking
Conflict Resolution & Creative Problem-Solving
Customer Service & Support
Team Coordination & Collaboration
Ability to Multitask & Prioritize Effectively
Onboarding & Training
Supportive & Adaptable Work Ethic
Analytical & Business Skills:
Analytical Thinking & Creative Problem-Solving
Workflow Optimization & Process Documentation
Operations Management
Staff Training & Team Leadership
Business Administration & Development
Ticketing & Incident Management
Technical Tools And Platforms
ServiceNow, Zendesk, Jira, AnyDesk, TeamViewer, Microsoft Remote Desktop, Splunk, Wireshark, Qualys VM, TCP/IP, DNS, VPN, Firewalls
Certification
Google Cybersecurity
Timeline
Help Desk Analyst & SOC Support
LetsDefend
09.2024 - 01.2025
Governance, Risk, and Compliance Analyst
Baxter Clewis Cybersecurity
02.2024 - 01.2025
Customer Service Representative
Big Brothers Big Sisters of America
02.2018 - 08.2019
Customer Success Specialist
Private & Corporate Language Training
01.2008 - 12.2023
Bachelor's Degree -
University of Oklahoma
01.2000 - 06.2008