Systems Administration
David Adesola
USER SUPPORT ENGINEER
Lagos,LA
Summary
Detail-oriented End User Support Engineer with extensive experience in telecommunications,end user support and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge,skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
9
9
years of professional experience
1
1
Certification
1
1
Language
Work History
Wintel Client Support Officer
Stanbic IBTC bank
Lagos
04.2022 - Current
- Diagnosed program malfunctions, identifying root causes and implementing corrective solutions.
- Drew from extensive programming experience to solve technical problems and provide step-by-step guidance to end users
- Coordinated with over 2000 users and management teams to establish system requirements for specific software solutions
- Documented and maintained detailed records of support requests, escalations and actions taken.
- Communicated clearly asking informed questions and listening actively to provide targeted support for technical issues
- Guided users through detailed hardware installations and technical fixes via phone call, email and live chat
- Oriented staff to new equipment and systems, providing live demonstrations and answering questions.
End User Support Engineer
Sinet Technologies
Lagos
04.2019 - 04.2022
- Maintained computer systems and acted as support for end user problems.
- Interacted with network services, software systems engineering and applications development to restore service and correct core problems
- Handled 90% of tickets personally and smoothly escalated advanced calls to satisfy customers' needs
- Used defined help desk processes and procedures to deliver first-level technical support to customers
- Configured and Troubleshot VPN to external users and vendors
- Supported non-technical users by quickly investigating and resolving hardware and software issues.
- Installed and performed minor repairs to hardware, software, or peripheral equipment, following user manual
- Reported major IT issues or defective products for further escalation.
- Answered user inquiries regarding computer software or hardware operation to resolve problems.
Customer Experience Executive
ARM Pension Managers
Lagos
04.2017 - 04.2019
- Maximized employee engagement by creating multiple contests to inspire associates to perform to measurable goals.
- Redesigned customer loyalty program to create more profitable traffic.
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores by 70%.
- Built customer confidence by actively listening to concerns and giving resolutions.
- Collaborated with internal stakeholders to close gaps and improve customer experience.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
IT Support Specialist
AK Banks Consulting
Lagos
05.2015 - 04.2019
- Responded promptly to customer inquiries over phone, email and live chat.
- Resolved customer complaints to enhance customer experience and build loyalty.
- Adhered to quantitative and qualitative service level objectives to meet or exceed customer expectations
- Tracked issues escalated for resolution to foster appropriate responses.
- Focused on first contact resolution by proactively addressing issues.
- Reviewed and resolved support requests using software tools to navigate user accounts, research policies and communicate solutions
- Developed ownership mentality by contributing to department strategy.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Answered questions and provided information to customers about new software or hardware.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Offered new customers training to reduce frustration and improve customer satisfaction.
Education
Master of Science - Information Technology
Ladoke Akintola University Of Technology
Ogbomosho, Nigeria 10.2021 - 07.2022
Bachelor of Science - Computer Science
Crawford University
Igbesa, Nigeria 09.2009 - 07.2013
Skills
Software diagnosis
Technical issues analysis
TCP/IP
End user training
Support scenario generation
Technical Support
Customer service expert
Complaint resolution
Account management
Remote Support
Software
Technical diagnostics
Troubleshooting
Certification
Comptia Server +
Interests
National Security
Youth Development
Sports
Timeline
Comptia Server +
10-2023
Wintel Client Support Officer
Stanbic IBTC bank
04.2022 - Current
Master of Science - Information Technology
Ladoke Akintola University Of Technology
10.2021 - 07.2022
End User Support Engineer
Sinet Technologies
04.2019 - 04.2022
Customer Experience Executive
ARM Pension Managers
04.2017 - 04.2019
IT Support Specialist
AK Banks Consulting
05.2015 - 04.2019
Bachelor of Science - Computer Science
Crawford University
09.2009 - 07.2013