Hi, I’m
ADEKOLA OJO
Hamilton,ON
Summary
WHO AM I? Creative IT Support Specialist and Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction. Innovative with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Smart, self-motivated technical support Engineer with proven years of hands-on experience.
Overview
5
years of professional experience
3
Certification
Work History
Reliance Health
IT Support Specialist
01.2021 - Current
Job overview
- Provided adequate technical support to both internal and external users through various communication media
- Held key responsibility for ensuring safe computing practices and minimizing risk of issue occurrence by delivering efficient and robust technical support
- Managed and Maintained call center infrastructure ranging from configuring PBX, call routing, softphones etc.
- Implemented and deployed Mobile Device Management across all devices to enhance security of the organization digital workspace.
- Provided support in maintaining database, writing SQL script, and making data available and readable for users using Tableau
- Configured, maintained and responded to all faults in networks across all the office locations to rapidly restore connectivity and prevent unnecessary downtimes.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Configured and administered Microsoft 365 and Cloud security services (AWS and Azure)
- Monitored systems in operation and quickly troubleshot errors.
- Provided Tier 1 and 2 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Presented strong attention to detail while meeting strict deadlines
- Assisted with updating technical support best practices for use by team.
- Thorough onboarding and offboarding of users
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Managed backup and recovery of data assets to safeguard system availability.
Upworks
Freelance
05.2023 - 12.2023
Job overview
- Provided freelance support to Microsoft 365 businesses and users
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
- Demonstrated thorough knowledge of all Microsoft 365 products and services.
Tek-Experts Nigeria
Technical Support Engineer
05.2019 - 07.2020
Job overview
- Acted as primary technical contact and delivered advanced technical troubleshooting and problem solution for corporate customers
- Served as primary point of contact for support relating to owned solutions and products
- Collaborated with subject matter experts and escalation managers when additional support is needed to solve customer problems
- Managing critical issues by meeting customers' expectations, devising, and implementing action plans, and professionally communicating to all parties involved
- Successfully installed and configured various domains on office365
- Effectively and efficiently administer Exchange, SharePoint, Skype for Business and Microsoft Teams, and OneDrive for business
- Successfully assisted wide range of organizations in Directory synchronization of Users' identities from on-premises Active Directory to the cloud and migration of users' mailboxes from On-premises or other cloud services to Exchange Online using different Migration methods
- Successfully Setup Anti-Spam, Advanced Threat Protection (ATP), and Data Loss Policy (DLP) for corporate organizations improving performance and security
- Assisted in Training Users on usage of Microsoft 365 applications
- Effectively Used PowerShell to troubleshoot and resolve customers' issues
- Communicated with stakeholders to share critical technical information and deliver project updates
Trivest Technologies Limited
Network Infrastructure Engineer
01.2019 - 05.2019
Job overview
- Successfully implemented and configured different Local Area Networks (LAN)
- Successfully installed and maintained various IP cameras and Access Control
- Administered and configured required IP range on Switches and Routers for IP cameras and Access Controls
- Delivered Excellent Service support to customers, improving response time by 90%
- Maintained and ensured effective running of the company's IT networks thereby ensuring little or no downtime in service
- Installed antivirus timely on users' computers, improving system security
Education
Federal University of Agriculture AbeokutaNigeria
Bachelor of Engineering from Electrical and Electronic Engineering
02.2017
University Overview
- Final Grade: Second Class Upper
- 4.41 GPA
Skills
- Microsoft Office 365 (Exchange Online, OneDrive for Business, SharePoint Online, Microsoft Teams, Office applications)
- Operating system management: Linux Administration, Windows and Mac Operating Systems
- Customer Success expert
- Computer Networking
- Jira and Confluence
- MySQL, Tableau, and Metabase
- Domain services, Active Directory, SSL
- Microsoft Azure, AWS
- Call center PBX
- Bash Scripting and PowerShell
- Backup and recovery
- Software diagnosis
- Desktop support
- Mobile Device Management
- Technical issues analysis
- Ticket support system management
Certification
- Microsoft Certified Trainer, Microsoft - 2021 - 2024
- Microsoft 365 Certified: Teams Administrator Associate, Microsoft - 2021 - 2024
- Aviatrix Certified Engineer: Multi-Cloud Networking Associate
Timeline
Freelance
Upworks
05.2023 - 12.2023
IT Support Specialist
Reliance Health
01.2021 - Current
Technical Support Engineer
Tek-Experts Nigeria
05.2019 - 07.2020
Network Infrastructure Engineer
Trivest Technologies Limited
01.2019 - 05.2019
Federal University of Agriculture Abeokuta
Bachelor of Engineering from Electrical and Electronic Engineering
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