David Adesola

• Provided advanced technical support for Windows clients, diagnosing and resolving system errors, application issues, and hardware malfunctions achieving a 99% client satisfaction rate.
• Conducted root cause analysis of recurring issues, reducing incident frequency by 20% through proactive problem resolution.
• Authored and maintained comprehensive technical documentation, standard operating procedures and knowledge base articles to assist the support team and end-users.
• Collaborated with cross-functional IT teams (network, IT security,) to resolve complex system issues and maintain seamless integration within SLA, improving overall response time by 15%.
• Trained and mentored a team of 5 junior technical support staff, improving team efficiency and service quality.
• Installed, configured, and maintained Windows Server environments, including Active Directory, DNS, DHCP, and Group Policy for a network of over 4000 users.
• Managed and optimized server performance, including virtual environments using Hyper-V and VMware.
• Conducted regular patch management, keeping over 500 servers and 4000 workstations up to date with the latest security updates, reducing vulnerability threats by 25% ensuring all systems remained secure and compliant with internal policies.
• Managed user access control and enforced security policies, improving overall system security and compliance.
• Managed and maintained Windows Server environments, including installation, configuration, and upgrades to ensure system efficiency and reliability.
• Developed and tested disaster recovery plans, and managed backup strategies to safeguard critical infrastructure.

Key Achievements:

• Reduced system downtime by 20% through implementing proactive monitoring and automated alerts.
• Successfully led the integration of new software tools, increasing operational efficiency by 30%.

• Provided first-level technical support for hardware, software, and network-related issues to over 300 end-users across in Oando Plc.
• Troubleshot and resolved issues related to desktop, laptop, and mobile devices, ensuring minimal downtime and quick resolutions.
• Installed, configured, and maintained operating systems, software applications, and hardware peripherals for end-users.
• Provided remote support via phone, email, and chat, ensuring excellent customer service and user satisfaction.
• Conducted user training sessions and created documentation to improve technical literacy and self-service solutions.
• Collaborated with other IT teams to escalate and resolve complex issues as needed.
• Monitored helpdesk tickets, ensured SLAs were met, and reported on issue trends and patterns for continuous improvement.

Key Achievements:

• Reduced average resolution time by 15% through proactive troubleshooting and efficient workflow management.
• Contributed to a [70% increase in user satisfaction as measured through internal feedback surveys.

• 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.

• Responded promptly to customer inquiries over phone, email and live chat.
• 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.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Deployed school management solution to over 5000 students across 7 schools