Summary
Overview
Work History
Education
Skills
Technical Tools And Platforms
Certification
Timeline
Generic

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:

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

Similar Profiles

CREATE PROFILE
Simon OmowaleHelpdesk Support & Customer Service Specialist