Zendesk
Oluboye Adekunle
IT Administrator/ Customer Service Representative
1 Irapada Church Street, Surulere, Lagos State,Lagos
Summary
I am a talented technical support representative with a gift for understanding the needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux, and Mac systems. Proven skill in resolving problems quickly on the first call. I am also a dedicated customer service professional with knowledge of service delivery and proven multitasking abilities, committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Data Quality Analyst
ChatDesk
New York
09.2021 - Current
- Chatdesk helps fast-growing e-commerce brands like OLAPLEX, BarkBox, Thinx, and Factor Meals scale their customer support team and drive conversions - particularly on social media channels
- I work as a freelance customer support agent who helps companies provide the best support for their customers through social channels (e.g., Facebook and Instagram) and Email using different applications such as Zendesk, etc.
IT Administrator
Trennco Power Limited
, Lagos
11.2020 - Current
- Install and configure computer hardware operating systems and applications
- Monitor and maintain computer systems and networks
- Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
- Troubleshoot system and network problems, diagnosing and solving hardware or software faults
- Provide support, including procedural documentation and relevant reports
- Follow diagrams and written instructions to repair a fault or set up a system
- Set up new users' accounts and profiles and deal with password issues
- Work continuously on a task until completion (or referral to third parties, if appropriate)
- Prioritise and manage many open cases at one time
- Rapidly establish a good working relationship with customers and other professionals, such as software developers, website, and graphic designers
- Test and evaluate new technology
- Worked on bid tenders and submission of bids and contracts for the company.
Customer Service Representative
Jumia
10.2019 - 03.2020
- Online shopping mall (Yaba,
- Answered constant flow of customer calls with up to 20 calls in queue per minute
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services, and company information
- Offered advice and help to customers, paying attention to special needs or wants
- Entered customer interaction details in Software to track requests, document problems, and record solutions offered
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Used company troubleshooting resolution tree to evaluate technical problems while using personal ability to find the right solutions.
Website Content Administrator and IT support
OpusDandies Online Shopping Mall
, Lagos
01.2018 - 09.2019
- Part of the team that created structured, managed, and updated the backend and frontend of the OpusDandies website (www.opusdandies.com)
- Constant upload of new products on the site and update of prices of the products as well as correcting errors and making necessary changes
- Sourced for product pictures, resized, and changed the background
- Designed posters, slides and promotional advert pictures for the website and social media pages using Adobe photoshop and Adobe premiere pro
- Addressed and resolved Customers' complaints and enquiries (Customer Care)
- Supplied technical Support for staff members in the company.
IT Technical Support
BISCON Communications
, Lagos
03.2017 - 01.2018
- Removed malware, ransomware and other threats from office laptops and desktop systems
- Configured hardware devices and software to set up workstations for employees
- Installed, changed and repaired software and hardware to resolve technical issues
- Responded to support requests from employees and potently walked them through basic troubleshooting tasks physically and remotely
- Installed and configured software applications needed by the staff members in different departments
- Helped the editors with video editing from time to time especially when they had too much workload and little time on their hands
- Helped with data recovery from mistakenly formatted hard drives
- Watermarked pictures taken at events covered by the company, uploaded contents (such as: Videos of events, watermarked pictures etc.) on the company's website and on the company's social media platforms (Facebook, Instagram etc.)
- Managed the company’s website and social media pages and made sure new contents were up daily.
Head of production and technical
Orientation Broadcasting Service
01.2017 - 02.2017
- O.B.S), Adamawa Orientation Camp, Yola-North, Adamawa State)
- Setting up and fine tuning of all equipment to be used for broadcasting of news, talk shows, music programs and official activities on the orientation camp such as Lectures, Parade and Announcements
- Production and directing of news, sport news, talk programs, music programs and all other shows to be broadcasted on the camps radio station
- Part of the team that organized events that took place on camp premises such as Talent shows, Movie nights etc.
Café Administrator
SIWES
03.2015 - 09.2015
- Resource center and Training research and development center (University of Ibadan, Ibadan)
- Arranging the seminar room, preparing the Desktop Computers and setting up the projector for classes taken by the H.O.D
- Repairing faulty desktop and laptop computers, replacement of damaged parts, troubleshooting and reloading of operating systems for faulty computers
- Uploading current information on the university’s website accurately
- Attending to customers who needed help with the computer systems in the café, responding to complaints and solving issues through troubleshooting and other means necessary
- Printing, Photocopying, scanning, allocation of browsing time to customers and registering customers on different websites as they wish
- Keeping records and making account of sales after closing hours
Education
B.Sc. - Computer Science and information technology
Bowen University
Iwo, Osun State 09.2012 - 09.2016
Skills
Creative problem SolvingTechnical supportCustomer service expertMS OfficeRepairing, maintenance, troubleshooting and reloading of faulty and desktop and Laptop computers
Data analysis
Complaint resolution
CRM
Administrative support
Staff education and training
Desktop support
Desktop Technical Support
Hardware and software installation
Data Entry
Teamwork and Collaboration
Maintenance and Repair
Dependable and Responsible
Software
Salesforce
Front
Gorgias
Shopify
Microsoft office Applications
Adobe Applications - Premiere pro, Photoshop, Illustrator, XD
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I have not failed. I’ve just found 10,000 ways that won’t work.
Thomas Edison
Timeline
Data Quality Analyst
ChatDesk
09.2021 - Current
IT Administrator
Trennco Power Limited
11.2020 - Current
Customer Service Representative
Jumia
10.2019 - 03.2020
Website Content Administrator and IT support
OpusDandies Online Shopping Mall
01.2018 - 09.2019
IT Technical Support
BISCON Communications
03.2017 - 01.2018
Head of production and technical
Orientation Broadcasting Service
01.2017 - 02.2017
Café Administrator
SIWES
03.2015 - 09.2015
B.Sc. - Computer Science and information technology
Bowen University
09.2012 - 09.2016