Summary
Overview
Work History
Education
Skills
Certification
Technical Tool
Timeline
Jazsasuwon Shodeinde

Jazsasuwon Shodeinde

Waxahachie,Texas

Summary

Experienced Technical Support Specialist with a robust history at Cambium Learning Group, recognized for exceptional technical troubleshooting and customer service skills. Achieved a 95% feedback score by enhancing system efficiency and elevating customer satisfaction. Proficient in cross-functional collaboration and problem-solving, leading to significant reductions in resolution time. Expertise in regulatory compliance and mastery of technical support software such as Salesforce and Zendesk reflect a dedication to excellence.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Seasonal Technical Support Specialist

Blessed 4U2C Non-Profit Corporation
Dallas, TX
06.2017 - Current
  • Managed the annual budget and optimized business workflows, improving operational efficiency by 30%
  • Recruited, trained, and developed 75% of the corporate staff, leading to a 25% increase in overall competency
  • Performed hardware and software repairs on various servers, desktop, and laptop brands
  • Install and configure Windows servers software, and peripheral equipment for system users following PCI-DSS Standards
  • Ensured data/media recoverability by implementing a schedule of system backups and database archive operations
  • Created help desk tickets for security remediation (e.g., removing objects that threatened security postures such as malware/rootkit, p2p program, etc.)

Technical Support Representative

Cambium Learning Group
07.2022 - 07.2024
  • Provided professional technical support to customers using web-based educational software, achieving 95% satisfaction customer feedback
  • Diagnosed and resolved complex rostering issues, reducing downtime by 20%
  • Proactively collaborated with cross-functional teams (Customer Service, Product Development, Sales, Engineering) to identify and address system issues
  • Documented and maintained detailed reports of customer interactions and resolution processes, enhancing internal knowledge bases and customer service protocols
  • Developed and standardized response documentation for frequently encountered technical integrations issues, improving response efficiency and reducing resolution time
  • Maintained in-depth knowledge of products, platforms, and integration system requirements, ensuring accurate and effective technical guidance

COBRA Technical Operations Specialist

WEX Benefits
06.2020 - 01.2022
  • Worked with leadership to develop and implement new operational processes and procedures, improving efficiency and client lifecycle management
  • Performed various security assessment gap analysis to help clients prepare for upcoming HIPAA compliance audits
  • Troubleshooting OpenAir system for passwords reset for customers and team members; processed paper applications by entering data
  • Managed COBRA form processing, including enrollment, qualifying events, and terminations, ensuring accuracy and compliance in daily operations
  • Provide technical leadership, governance, guidance, and recommendations to senior management in support of organizational tactical and strategic security initiatives
  • Collaborated with the Internal Audit Team to evaluate the compliance of critical systems and network infrastructure to improve security

Advocate Customer Service Home Base Agent (HBA)

Verizon
06.2018 - 01.2019
  • Performs detailed security inspections of Linux and Windows Server configurations to ensure compliance with PCI DSS requirements
  • Successfully provide a unique wireless experience to customers by offering an extensive range of products and services – backed by robust technical support
  • Supplied positive experience for customers through adequate response to billing and service inquiries
  • Successfully utilized technical principles to resolve complex and tense situations with disgruntled customers
  • Responsible for meeting the needs of the customer and best practices within the company guidelines; striving to protect customers from illicit business practices and improper product marketing
  • Develop processes and procedures to help quickly identify non-compliant systems, reducing remediation time across the company

Education

Bachelor of Science Degree - Child Development and Family Studies

University of North Texas at Dallas

Skills

  • Application support
  • Software diagnosis
  • Network diagnostics
  • Service support
  • User credential management
  • Call recordkeeping
  • Desktop support
  • Hardware diagnostics
  • User support
  • Remote support
  • Call center operations
  • Account updating
  • Product training
  • Verbal and written communication
  • Ticket support system management
  • Incident tracking
  • Technical support
  • Issue escalation
  • Customer success management
  • Support case resolution
  • System administration

Certification

Google: Google Cybersecurity | 2024
Google: Google IT Support | 2024

Google: Google Digital Marketing & E-commerce Professional Certification | 2024
LinkedIn: Windows 10: Troubleshooting for IT Support | 2022

Technical Tool

  • Zendesk
  • Salesforce
  • JIRA
  • Microsoft Office Suite
  • Google Suite
  • Service Desk
  • OnBase Unity Client
  • Outlook
  • Cisco AnyConnect
  • Duo
  • Slack
  • Zoom
  • Workday
  • SalesForce
  • VPN
  • Android
  • iOS
  • Chrome OS
  • Active Directory
  • SAML
  • Okta
  • Windows
  • ClassLink
  • Clever
  • OneRoster
  • SAML SSO

Timeline

Technical Support Representative - Cambium Learning Group
07.2022 - 07.2024
COBRA Technical Operations Specialist - WEX Benefits
06.2020 - 01.2022
Advocate Customer Service Home Base Agent (HBA) - Verizon
06.2018 - 01.2019
Seasonal Technical Support Specialist - Blessed 4U2C Non-Profit Corporation
06.2017 - Current
University of North Texas at Dallas - Bachelor of Science Degree, Child Development and Family Studies

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Jazsasuwon Shodeinde