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
South Windsor, CT
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
Wilton, CT
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
Middletown, CT
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
Data analysis
Project Management
Technical Analysis
Problem-solving and troubleshooting
Data mining and data QA
Pattern and trend identification
Database design and management
SharePoint and advanced Microsoft Excel functions
Risk management
System administration
Critical thinking
Teamwork & collaboration
Customer handling
Software
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