Microsoft Excel
Usman Olatunji
Technical Support Specialist
Middletown,CT
Summary
Versatile Technical Support Specialist skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
4
4
years of professional experience
8
8
Certifications
2
2
Languages
Work History
Technical Support Specialist
Hyaxiom Inc
11.2023 - 03.2024
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted members in identifying issues and explained solutions to restore service and functionality.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Researched product and issue resolution tactics to address customer concerns.
Technical Support Engineer
ASML
07.2021 - 10.2022
- Collaborated with supervisors to escalate and address client inquiries or technical issues.
- 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.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Technical Support Specialist
Included Health
03.2020 - 05.2021
- Responded to support requests from end-users and patiently walked members through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Served as primary point of contact for support relating to owned solutions and products.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Education
Bachelor of Science - Computer Science
Lagos State University
Lagos, Nigeria03.2016
Skills
Data formatting
undefinedSoftware
Microsoft Word
SQL Server
Python
Power BI
Tableau
MATLAB
SAS
Accomplishments
- Developed and implemented a proactive support approach, including informative self-help resources and automated email campaigns, resulting in a 20% reduction in incoming support tickets and increased member satisfaction by 15%.
- Successfully led the launch of a new live chat feature, enabling real-time customer assistance and reducing average response times by 50%, resulting in enhanced member experience and improved resolution rates.
Affiliations
- Rotary International
Certification
IBM Certified Data Analysis
Additional Information
As a dedicated Technical Support Specialist, I bring forth the unique advantage of being a Certified Scrum Master, amplifying my ability to excel in this role. Combining my technical expertise with my extensive knowledge of agile methodologies, I am equipped to efficiently collaborate with cross-functional teams, deliver exceptional technical service, and drive continuous improvement.
Timeline
Technical Support Specialist
Hyaxiom Inc
11.2023 - 03.2024
Technical Support Engineer
ASML
07.2021 - 10.2022
Technical Support Specialist
Included Health
03.2020 - 05.2021
Bachelor of Science - Computer Science
Lagos State University
Similar Profiles
Usman OlatunjiUsman Olatunji
Manufacturing Engineer at Hyaxiom IncManufacturing Engineer at Hyaxiom Inc
Aryan HirparaAryan Hirpara
Design Eng Intern at HyAxiom DoosanDesign Eng Intern at HyAxiom Doosan
Erick RomeroErick Romero
Materials Leader at Hyaxiom A Doosan CompanyMaterials Leader at Hyaxiom A Doosan Company
Kaylah ChapmanKaylah Chapman
Dietary Aide at Middlesex HospitalDietary Aide at Middlesex Hospital
Brianna SerioBrianna Serio
Middle School Literature Teacher at St. Joseph SchoolMiddle School Literature Teacher at St. Joseph School