Artificial Intelligent and Cyber security
OLAMIDE AJAKAYE
Technical Support Engineer
Lagos,LA
Summary
Career Summary A diligent and resourceful level II Technical Support Engineer with over 7 years of experience in the IT field. Endowed with good knowledge of Cloud Technologies, Service Level Agreements and Customer Service Management, able to carry out tasks with accuracy, work under pressure, motivate team members and perform excellently with little or no supervision.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Office 365 Technical Support Engineer
Tek Experts
09.2019 - Current
- Responsible for troubleshooting issue relating to Microsoft Teams, SharePoint, Exchange online for enterprise customers.
- Collaborate on cross-team and cross-product technical issues by working with colleagues from other team which improves time to resolve issue by fifty percent.
- Provide real-time client support for faster resolution of cases.
- Documenting solutions that resolves issue for future reference.
- Managed critical issues by setting customer expectations, devise and implement action plans and professionally communicate to all parties involved which improve customers' experience and increase survey satisfaction response by thirty five percent
- Acted as point of contact for newly support Engineers which improves aligned team in technical competence.
- Handle severity two cases to resolution without delay.
- Responsible for training twenty-one entry level Engineer for four weeks to a level three support Engineer.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Handled ten technical calls per five hours to address customer inquiries and concerns.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
IT Service Desk Analyst
Access Bank Plc
08.2015 - 10.2019
- Leverage core Banking Application Support (Flexcube) for daily routine.
- Providing Hourly reports on issues resolved, raised and rejected.
- Database querying for alteration and addition of approved changes using SQL and scripting.
- Responsible for user administration by leveraging on company's database structure software and active directory.
- Actioned end users’ requests within stipulated SLAs which improve productivity by fifty-five percent.
- Monitor and maintain various application status and networks.
- Maintain written communications such as log updates to a professional and legible standard.
- Assisted end user's requests by remote connection reducing and mitigating end user's issue.
- Escalating of requests to appropriate unit for further action which prevented down time of service by forty-five percent.
- Updating end user's on the progress of issue raised
- Analyzing call logs to spot common trends and recurring problems.
- Escalate advanced issues.
IT Support Officer
Allied Computers
08.2013 - 10.2015
- Install and configure computer hardware operating systems and applications.
- System upgrade and maintenance..
- Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
- Maintain records/logs of repairs and fixes and maintenance schedule.
- Coached employees through day-to-day work and complex problems.
- Utilized proven problem-solving methods in accordance with company policy to enhance client satisfaction.
Education
Certification Microsoft 365 Certified: Team Administrator Associate Microsoft Certified Trainer -
Higher National Diploma - Computer Engineering
Federal Polytechnic
Skills
Customer technical support
Soft Skill
DNS Management
Powershell Scripting
SQL
Azure Identity Management
Network Analysis
Remote Technical Support
Office 365
Certification
Microsoft Certified Trainer
Interests
Timeline
Microsoft Certified Trainer
10-2020
Office 365 Technical Support Engineer
Tek Experts
09.2019 - Current
IT Service Desk Analyst
Access Bank Plc
08.2015 - 10.2019
IT Support Officer
Allied Computers
08.2013 - 10.2015
Certification Microsoft 365 Certified: Team Administrator Associate Microsoft Certified Trainer -
Higher National Diploma - Computer Engineering
Federal Polytechnic