Toluwalashe Lahan
Charlotte,USA
Summary
Tech-savvy and customer-focused IT Specialist with a solid background in technical support and front-line customer service. Skilled in troubleshooting hardware, software, and network issues while maintaining a strong commitment to delivering exceptional user experiences. Proven ability to explain complex technical concepts in clear, user-friendly terms, empowering end-users and enhancing productivity. Known for resolving issues efficiently, maintaining high customer satisfaction, and supporting diverse teams in fast-paced environments. Brings a balanced blend of technical proficiency and interpersonal skills to drive user support and system reliability.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Support Engineer/Equipment manager
Novant Health
03.2025 - Current
- Installed, maintained, troubleshooted, and upgraded computer hardware, software, personal computer networks, and peripheral equipment.
- Made recommendations regarding hardware and software acquisitions.
- Prepared documentation and provided user assistance.
- Securely manage information systems throughout their lifecycle, including understanding sensitive data handling and responding to security incidents.
- Travel between campus buildings and remote facilities as needed, handling on-call responsibilities.
IT Specialist
Atrium (Charlotte Radiology)
01.2023 - 08.2024
- Provided customer facing end-user support that included:
- Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
- IMAC support including large scale/bulk office moves/re-stack activities (all moves)
- Configured medical softwares
- Support for Operating System, base load software, MS Office suite and other business application
- Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
- Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
- Support for the Mobility devices (Android/iOS/iPhone/iPads)
- VIP and home-based office (HBO) user support
- Imaging/Re-imaging end user systems on approved tickets
- Supporting End User Device Lifecycle Management as per Client policies and procedures
- Windows operating system Support (including but not limited to Windows 7, Windows 10 and Mac)
- Software installation/troubleshooting
- Mobile Device Management and Mobile Application Management
- Support for Wireless connectivity, resolving performance issues, providing device connectivity and “value add” consultation for short “how to questions”.
IT Field Technician
Charlotte Douglas Airport
05.2022 - 01.2023
- Hardware and software installation & troubleshooting
- Provide Support for basic customer issues such as solving usage problems and fulfilling service desk requests via inbound calls and tickets
- Escalate technical issues to Tier 1 team lead that require more in-depth troubleshooting skills or higher priority cases involving outages or security compromises
- Maintain proficiency and understanding of products, services, network topography and requirements and be able to escalate appropriately
- Provide clients with preventive maintenance and configuration recommendations to improve usability, performance, security, and client satisfaction
- Document and track client interactions including details of inquiries, comments, complaints and actions taken
- Enforce software compliance with anti-malware, patch management and remoting tools
IT Desk Support
Cpcc
01.2020 - 10.2021
- Support the installation, configuration, security, operation, and maintenance of servers, equipment, and software related to SharePoint infrastructure.
- Provided input during short-term Endpoint Support project/task planning efforts with team members.
- Participated in the deployment of new or upgraded images, software and hardware for multiple endpoints.
- Configured and installed desktop PCs, peripheral equipment, laptops and other mobile devices.
- Followed established procedures for performing configuration changes, updates and upgrades
- Performed repairs to hardware, software, and peripheral equipment, following design or installation specifications
- Submits or updates configuration items within management tools
- Participated in the unit testing for new deployments or new components and remediates problems.
- Provided feedback on new software performance and testing.
IT Support Specialist
Amazon, INC
03.2019 - 12.2020
- Provided primary support for all employees’ computer problems including Microsoft Windows, Microsoft Office, and Microsoft Outlook related issues. All technical support issues must be entered, updated, documented and closed in help desk software.
- Provided first level support for all customers’ computer related issues including software and hardware. Also, provide first level LAN and Internet access support for all callers including troubleshooting, Internet access, network settings, and login rights
- Notification of appropriate support personnel of emergency type issues.
- Monitored the Help Desk email and opened ticket requests for all callers.
- Worked closely with PC Support Group to provide consistent service to users.
Education
High School Diploma -
Myers Park High School
01.2020
College Transfer Associate in Applied Science (A.A.S) Degree - undefined
Central Piedmont Community College
05.2027
Skills
- Remote support
- Troubleshooting skills
- Network troubleshooting
- Hardware and software installation
- Incident management
- Customer education
- Hardware support
- Project coordination
- Technical documentation
- Project management
- Software support
Accomplishments
NC Real estate agent
Certification
- Comptia A+
- Comptia Network+
Languages
English
Yoruba
Timeline
Support Engineer/Equipment manager
Novant Health
03.2025 - Current
IT Specialist
Atrium (Charlotte Radiology)
01.2023 - 08.2024
IT Field Technician
Charlotte Douglas Airport
05.2022 - 01.2023
IT Desk Support
Cpcc
01.2020 - 10.2021
IT Support Specialist
Amazon, INC
03.2019 - 12.2020
College Transfer Associate in Applied Science (A.A.S) Degree - undefined
Central Piedmont Community College
High School Diploma -
Myers Park High School
Real Estate Agent
Licensed Real Estate Agent
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