Temitope Sumonu
Plano,TX
Summary
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
7
7
years of professional experience
Work History
Technical Support Representative
Al-Rahman Logistics LLC
06.2023 - Current
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Supported up to 40 drivers with online billing, access and account issues.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Installed and configured operating systems and applications.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Used remote login tools to assist clients with technical and product questions.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
IT Technician
Midland Memorial Hospital
04.2021 - 02.2023
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
- Responded to or escalated tickets based on severity and internal policies governing responses.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Trained users to operate and manage hardware and software.
- Troubleshot devices to identify and solve issues with hardware or software performance.
- Identified and eliminated computer viruses and threats, implementing measures to protect against future data breaches.
- Utilized password reset utility to unlock units with BIOS password locks.
- Diagnosed and determined system issues to route for repair.
- Monitored, tracked and documented service support activity to assist future problem resolution.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintained office PCs, networks and mobile devices.
- Performed troubleshooting and repaired peripheral devices such as printers, and scanners.
- Responded to employees inquiries and provided technical assistance over phone and in person.
- Assisted in development of system security protocols in order to stay within HIPPA protocol..
Inbound Technical Support Agent
Bank of America
06.2017 - 11.2019
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Independently researched solutions using RCA resources, determining causes and designing customized solutions for unique customer situations.
- Created step-by-step guides for correcting common computer malfunctions and issues, providing simple, repeatable support solutions.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Assisted up to 20 customers with banking application and software.
Education
Bachelor of Science - Information Technology
Strayer University
Washington, DC06.2025
Skills
- Hardware diagnostics
- Software diagnosis
- Application support
- Software Installation
- Data recovery
- Network Diagnostics
- Desktop Support
- Security Protocols
- Application Installations
- Ticket Support System Management
- Remote Support
- Hardware Upgrades
- Software Evaluation
- Troubleshooting Network Issues
- Hardware and Software Repair
Timeline
Technical Support Representative
Al-Rahman Logistics LLC
06.2023 - Current
IT Technician
Midland Memorial Hospital
04.2021 - 02.2023
Inbound Technical Support Agent
Bank of America
06.2017 - 11.2019
Bachelor of Science - Information Technology
Strayer University
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