Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Steven Odegbami

Atlanta,GA

Summary

Authoritative Lead Technician with 8 years overseeing smooth, efficient operations at Mastec Advanced Technologies and AT&T companies. Proficient in managing both digital engineering assets and departmental personnel. Prepared to apply deep technical knowledge and deft personnel management skills to streamline employers' technical operations.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Lead Technical Specialist

AT&T
05.2017 - Current
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • 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.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Documented support interactions for future reference.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Recorded and maintained relevant notes for each client and work order.
  • Walked individuals through basic troubleshooting tasks.
  • Monitored systems in operation and quickly troubleshot errors.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Resolved 98% technical support inquiries per day.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted with updating technical support best practices for use by team.
  • Researched product and issue resolution tactics to address customer concerns.
  • Managed high levels of call flow and responded to technical support needs.
  • Translated complex technical issues into digestible language for non-technical users.
  • Configured hardware and granted system permissions to new employees.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Installed, configured and maintained AT&T systems and network connections.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Developed and implemented preventive maintenance procedures.

Lead Audio Visual Technician

PSAV
01.2016 - Current
  • Set up projectors, laptops and microphones for live presentations.
  • Tested and calibrated audio and visual equipment to verify proper operation.
  • Provided technical support to event staff and presenters, reducing technical issues and delays.
  • Maintained and troubleshot audio and visual equipment to minimize downtime.
  • Pulled and terminated variety of cables.
  • Programmed and operated audio-visual equipment to support seamless live events.
  • Monitored and adjusted sound and lighting levels to optimize live event performance.
  • Performed service and system maintenance as directed.
  • Executed client consultations to determine audio-visual needs for events.
  • Interfaced with customers to explain operation and instill confidence in installed systems.
  • Created and implemented technical support plans for audio-visual systems.
  • Trained event staff on proper use of audio and visual equipment.
  • Completed and oversaw rack fabrication.
  • Maintained and documented inventory levels of audio and visual equipment to support continuous availability.
  • Tested and repaired system circuit boards to component level using variety of instruments.
  • Supported live events with well-controlled lights, sound and video streaming.
  • Diagnosed and resolved problems with AV equipment and media management systems.
  • Oversaw reservation and distribution of AV equipment and facilities for on-site presentations.
  • Researched and presented various AV options to presenters and site managers.

Satellite Technician

MasTec Advanced Technologies
09.2016 - 05.2017
  • Worked at heights on ladders and raised surfaces to install and service customer satellite equipment
  • Verified all services are working and demonstrate, sell and bill appropriate items of video services while engaging with customers
  • Performed work in buildings, attics, basements, and crawl spaces that involves bending, kneeling, stooping, crouching, crawling, etc
  • Worked outside in all types of weather while using and/or wearing appropriate safety equipment and following established safety practices and procedures
  • Satellite troubleshooting and diagnostics test
  • Troubleshot and diagnosed issues in order to determine appropriate repair procedures.
  • Maintained excellent levels of customer service by efficiently meeting customer needs for all types of satellite systems.
  • Set up and programmed devices and educated customers on use.
  • Fed cables through access holes, attics and floor spaces.
  • Tested existing equipment for functionality, quickly and accurately diagnosing problems to provide comprehensive solutions.
  • Calibrated newly installed and repaired equipment according to customer requirements and package plans.
  • Stayed up-to-date on changes in technology to offer customers updated equipment and provide accurate and thorough operation demonstrations.
  • Configured internet connections, routers and wireless access for devices.
  • Upsold new products to existing and new customers, exceeding goals by 75%.
  • Used understanding of circuit diagrams to perform effective repairs and increase equipment lifetime 60%.
  • Coordinated and implemented satellite migration for multiple satellite terminals.
  • Installed wiring, cabling and networking hardware on customer premises.
  • Installed and configured new devices and system components.
  • Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
  • Read blueprints and schematics to correctly place equipment.
  • Coordinated installation of new users and relocations of existing users.
  • Worked closely with network administrators and server engineers to deliver quality service.
  • Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
  • Researched and recommended network and data communications hardware and software.
  • Responded to service requests during and after business hours.
  • Routed home visits and quickly adapted routes based on changing weather and construction to stay on schedule.
  • Performed preventive maintenance of satellite equipment.

Radio Production Manager

Empowerment Radio Network
03.2015 - 07.2016
  • Produced syndicate radio shows such as, Warren Ballentine Show, The Rashad Richey Show, Roland Martin
  • On-board automation on Arakis Marc-15 and Arakis Software Automation.
  • Performed analog/digital audio edits.
  • Guided, coached and lead project teams, delegating tasks and evaluating performance and progression of project pace.
  • Assessed expected technical challenges and developed proactive solutions.
  • Developed suggestions for technical process improvements to optimize resources.
  • Provided ongoing training and development for media staff.
  • Managed implementation of new technological improvements resulting in increased efficiency.
  • Monitored production operations for quality and compliance with standards.
  • Collaborated with leadership staff to determine appropriate budgets.
  • Analyzed project-related information and made recommendations based on discoveries.
  • Controlled remote broadcasts by operating equipment to manage feeds.
  • Prepared media stages for rehearsal, recording and live broadcasts.
  • Worked across departments to create on-target promotions for station activities, specific programs and special guests.
  • Collaborated with IT department staff to enhance network-based technologies.
  • Oversaw scheduling and use of facilities used by engineers and producers to complete technical assignments.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked effectively in fast-paced environments.
  • Worked well in a team setting, providing support and guidance.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Excellent communication skills, both verbal and written.
  • Paid attention to detail while completing assignments.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Presented production ideas and determined creative scenarios for production and delivery.
  • Developed production plans and organized resources to achieve prompt delivery of projects.
  • Coordinated with producers and on-air talent to create program content, new ideas, and segments.
  • Evaluated live broadcasts to assess signal strength and compliance with FCC standards.

Education

Bachelor of Science - Audiovisual Communications Technologies

SAE Institute of Technology
Atlanta, GA
2015

Associate of Science - Social Development & Administration

University of Lagos
Lagos, NG.
2010

Skills

  • Microsoft office
  • Computer networking
  • Telecommunication
  • Cabling
  • Fiber splicing
  • LAN, WAN, CAT5, CAT6, Coax
  • Networking
  • Routing
  • Electrical wiring
  • VoIP
  • Security Threat and Vulnerability management
  • Satellite Communications
  • Satellite Networking
  • Attributes
  • Self-starter with the ability to learn quickly
  • Ability to work with a strong sense of urgency
  • Basic negotiation skills
  • Self-motivated, detail-oriented and organized
  • Strong mechanical aptitude
  • Computer literate
  • Able to multi-task and prioritize
  • Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems
  • Ability to travel within territory and outside territory when required
  • Certifications and Licenses
  • OSHA
  • SBCA
  • CompTIA
  • PSM
  • Knowledge Base
  • Customer Satisfaction
  • Computer Operating Systems
  • Staff Training
  • Business Services Support
  • Troubleshooting and Assistance
  • Tech Support
  • Hardware Upgrades
  • Customer Service Expertise
  • Configuring Devices
  • MS Office Proficiency
  • Computer Hardware Knowledge
  • Software Diagnosis
  • Service Quality
  • Account Updating
  • Application Installation
  • Technical Presentations
  • Hardware and Software Configuration
  • Technical Issues Analysis
  • Ethernet and Firewall Proficient
  • Support Ticket System Management
  • Customer Inquiries
  • User Guidance
  • Issue Troubleshooting
  • Customer Accounts Management
  • Wide Area Networks
  • Complaint Resolution
  • Technical Documents Comprehension
  • Data Connectivity
  • Problem Management
  • Desktop Support
  • Reading Comprehension
  • Process Isolation
  • Maintenance Requests
  • Responding to Technical Questions
  • Software Support
  • Case Support
  • Efficient Service
  • Work Orders
  • Onsite Installations
  • Organizational Skills
  • Information Updates
  • Inventory Procedure Documentation
  • Read Technical Manuals
  • LAN and WAN Assessment
  • Hardware Repair
  • Voice and Data Service Migration
  • Security Certification
  • Software Debugging
  • Diagnose Faults
  • Issue and Resolution Tracking
  • Resolve Technical Problems
  • Analytical and Methodical
  • TCP/IP

Certification

  • CMRT - Certified Maintenance and Reliability Technician
  • Performance Management (Project Management Institute)
  • Satellite Internet and Communications (Linkden)
  • PSM - (International Scrum Institute)
  • CompTia Security+ (CompTia)


Timeline

Lead Technical Specialist

AT&T
05.2017 - Current

Satellite Technician

MasTec Advanced Technologies
09.2016 - 05.2017

Lead Audio Visual Technician

PSAV
01.2016 - Current

Radio Production Manager

Empowerment Radio Network
03.2015 - 07.2016

Bachelor of Science - Audiovisual Communications Technologies

SAE Institute of Technology

Associate of Science - Social Development & Administration

University of Lagos

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Steven Odegbami