Solomon Ayoade
Columbus,OH
Summary
Resourceful IT Help Desk Technician offering 9 years of experience providing expert-level support to users within various demographics. Polished in customizing desktop applications, installing computer applications and peripherals and recording technical issues. Familiar with Windows, Linux and Mac OS environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
Utility Solutions Group
Worthington, OH
10.2023 - Current
- Provided technical assistance to end users on a variety of issues, including hardware and software related problems.
- Installed, configured, and maintained computer systems, network equipment, operating systems, and applications.
- Performed maintenance and upgrades to existing computer systems as needed.
- Evaluated vendor products and services for potential cost savings opportunities and improved operations efficiency.
- Collaborated with other departments such as Human Resources and Marketing to ensure successful integration of new technologies into their operations.
- Interfaced with internal user communities, support groups, systems administrators, hardware support teams, and outside vendor support to ensure effective incident resolution and change implementation.
- Maintained a comprehensive master knowledge base with guidelines and procedures for staff, facilitating efficient infrastructure management and product testing to ensure functionality and availability.
- Demonstrated strong working technical knowledge of the computing environment, contributing to increase in overall system efficiency.
Technical Support Specialist
Gilded Lynx LLC
Aurora , OH
11.2020 - 08.2023
- Responded to and diagnosed technical issues by engaging in discussions with end-users to identify and resolve problems promptly.
- Provided essential support for customers, including guiding end-users through troubleshooting procedures, processing and escalating service requests, and offering technical assistance in setting up, installing, and configuring desktop software and hardware.
- Provided expert support for Office 365 applications, resolving user queries related to email, document collaboration, and other Microsoft Office tools.
- Served as the initial point of contact for internal clients, addressing and resolving technical issues over phone, email, and in person.
- Assisted during major incidents by providing technical support and guidance to mitigate and resolve issues efficiently.
- Played a key role in assessing the needs of staff, ensuring that their technical requirements were met, and providing the necessary support.
- Implemented IT Service Management (ITSM) best practices using Service Now, handling incident reporting, tracking, and resolution.
- Utilized networking knowledge to troubleshoot connectivity issues and provide end-users with network-related support.
- Gathered valuable feedback from end-users and relayed it to the IT team for process improvements.
- Collaborated effectively with cross-functional teams and escalated complex issues to the appropriate support personnel.
- Maintained thorough and organized documentation of technical issues, resolutions, and support procedures.
- Efficiently managed time to handle multiple support requests, prioritize tasks, and meet deadlines.
- Maintained meticulous records of incidents, problems, and resolutions in the Service Now Help Desk Portal.
- Readily adapted to evolving technology and learned new tools and solutions to stay current in the field.
- Collaborated with cross-functional teams to ensure seamless integration of hardware and software solutions.
- Actively identified opportunities for process improvement, making valuable contributions to enhance the overall effectiveness of IT support services.
- Displayed empathy and understanding toward end-users' technical challenges and frustrations, ensuring a positive support experience.
- Paid meticulous attention to detail when identifying and resolving technical issues, minimizing errors and ensuring accuracy.
- Actively participated in disaster recovery drills and incident response initiatives, contributing to the overall resilience of the IT infrastructure.
- Conducted remote troubleshooting, leveraging diagnostic techniques to identify and resolve hardware and software issues promptly.
IT Help Desk Technician
Ace Multi-Tech Solutions
Lagos Nigeria , Lagos
01.2016 - 12.2020
- Provided frontline technical support to end-users via phone, email, and in-person for a diverse range of hardware, software, and network-related issues.
- Diagnosed and resolved technical problems related to desktops, laptops, printers, mobile devices, and various software applications, ensuring minimal downtime and maximum user productivity.
- Assisted in the deployment and configuration of new workstations, including hardware setup, software installation, and user account management.
- Collaborated with cross-functional teams to troubleshoot complex technical issues and escalate problems to senior technicians or system administrators when necessary.
- Maintained accurate records of support requests, resolutions, and troubleshooting steps in the ticketing system, ensuring timely updates and adherence to service level agreements (SLAs).
- Conducted user training sessions to enhance their knowledge and proficiency in utilizing various software applications and IT resources effectively.
- Implemented and enforced security protocols and procedures to protect sensitive data, including user account management, password resets, and access control.
- Assisted in managing and maintaining the company's IT inventory, including tracking hardware and software assets, performing regular audits, and recommending upgrades or replacements when required.
- Collaborated with vendors and service providers to coordinate hardware repairs, software upgrades, and maintenance activities, ensuring minimal disruption to business operations.
- Contributed to the development and improvement of IT documentation, including user manuals, knowledge base articles, and standard operating procedures, to enhance the efficiency of support services.
IT Help Desk Technician
Armal Ventures Nigeria Limited
Lagos Nigeria , Lagos
01.2016 - 11.2020
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Increased overall company performance through improved IT uptime and cost reductions.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Evaluated software or hardware to recommend improvements or upgrades.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Conferred with staff, users and management to establish requirements for new systems or modifications.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Conducted workflow analysis, space design or cost comparison analysis.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Education
Associate of Science - Network And System Administration
IPMC College of Technology
Accra Ghana 03.2015
Skills
- MS Teams
- ITSM Proficiency
- Customer Service
- Remote Support
- Communication
- Organizational Skills
- Microsoft Office 365 Products
- Disaster Recovery and Incident Response
- Networking
- Feedback Handling
- Team Collaboration
- Documentation
- Time Management
- Adaptability
- On-Call Support
- Interpersonal Skills
- Empathy
- Attention to Detail
- Continuous improvement
Certification
- Microsoft Certified Professional
- Microsoft Certified Solutions Associate
- Microsoft Certified Solutions Expert
- Microsoft Azure Administrator
Timeline
IT Technical Support Specialist
Utility Solutions Group
10.2023 - Current
Technical Support Specialist
Gilded Lynx LLC
11.2020 - 08.2023
IT Help Desk Technician
Ace Multi-Tech Solutions
01.2016 - 12.2020
IT Help Desk Technician
Armal Ventures Nigeria Limited
01.2016 - 11.2020
Associate of Science - Network And System Administration
IPMC College of Technology
- Microsoft Certified Professional
- Microsoft Certified Solutions Associate
- Microsoft Certified Solutions Expert
- Microsoft Azure Administrator
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