Hi, I’m
Ayowunmi Akinbo
Kitchener,ON
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
9
years of professional experience
1
Certification
3
years of post-secondary education
Work History
VDT Communications
IT Technical Support Specialist
04.2022 - 02.2023
Job overview
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and [Type].
- Monitored systems in operation and quickly troubleshot errors.
- Used ticketing systems to manage and process support actions and requests.
- Researched product and issue resolution tactics to address customer concerns.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Cloudflex Computing LimitedLagos, Nigeria
Customer Support /Helpdesk Executive
04.2021 - 03.2022
Job overview
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Streamlined support processes for faster issue resolution and increased efficiency.
- Provided technical assistance on-site or remotely depending on client needs, ensuring swift issue resolution and minimal downtime.
- Worked closely with product development teams to communicate customer insights, leading to continuous product enhancements based on user feedback.
- Implemented ticketing system improvements that led to more accurate tracking of support requests and faster response times.
- Improved user experience by conducting regular maintenance tasks such as software updates, virus scans, and performance optimizations.
- Assisted customers with password resets and account management tasks while maintaining strict adherence to security protocols.
- Served as a liaison between the IT department and end-users, fostering positive relationships through effective communication about technology-related concerns.
- Continuously improved professional skills through training, certifications, and participation in relevant industry forums, ensuring up-to-date knowledge on emerging technologies.
- Assisted with updating technical support best practices for use by team.
- Configured hardware and granted system permissions to new employees.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and quickly troubleshot errors.
- Translated complex technical issues into digestible language for non-technical users.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Installed, configured and maintained computer systems and network connections.
PC Planet Limited
Customer Support/Help Desk Manager
01.2014 - 04.2021
Job overview
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
- Generated status and performance reports to facilitate continuous improvement.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored employee performance to identify areas for improvement and additional training needs.
Education
Conestoga College Institute of Technology And Advanced LearningKitchener, ON
Post Graduate Diploma from Information Technology - Cybersecurity
04.2024
Lagos City PolytechnicLagos Nigeria
Bachelor of Science from Computer Science
01.2008 - 09.2010
Skills
- Organizational Skills
- Staff Training
- Data Connectivity
- Hardware and Software Configuration
- Hardware Upgrades
- Data Recovery
- Issue Troubleshooting
- Hardware Repair
- Complaint Resolution
- Support SOP Writing
- Assisting with Deployments
- Appointment Scheduling
- MS Office Proficiency
- Desktop Support
- Troubleshooting and Assistance
- Component Replacements
- Application Installation
- Technical Issues Analysis
- Support Ticket System Management
- Ethernet and Firewall Proficient
- Computer System Maintenance
- Responding to Technical Questions
- Collaborative Team Player
- Employee Computer Support
Certification
Customer Service Professional Certificate Program- November 2017
Goggle IT Support certification - September 2023
Goggle Cybersecurity Certification - September 2023
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Technical Support Specialist
VDT Communications
04.2022 - 02.2023
Customer Support /Helpdesk Executive
Cloudflex Computing Limited
04.2021 - 03.2022
Customer Support/Help Desk Manager
PC Planet Limited
01.2014 - 04.2021
Lagos City Polytechnic
Bachelor of Science from Computer Science
01.2008 - 09.2010
Conestoga College Institute of Technology And Advanced Learning
Post Graduate Diploma from Information Technology - Cybersecurity
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