Ogede Bashir Oluwadamilola
Montreal,Quebec
Summary
IT HELPDESK SUPPORT Professional Summary Experienced IT help desk support representative with an outstanding background in Ticketing system and maintenance of software and hardware. Trained to deliver an exceptional level of customer service in IT tech support with a great communication skill. Ready to work with active directory, modify, install, and advise on the management of software and hardware. A tech assistant with solid experience in supporting customers with technical needs. First-class expert with deep technical knowledge, strong reasoning skills and quality research techniques. Troubleshooting master skilled at quickly identifying and solving problems. Accurately responded to various customer questions, concerns and technical needs. Consistently maintained professional demeanor and applied customer service methods to assist customers. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
4
4
years of professional experience
2
2
Certification
Work History
IT Helpdesk Support
XTRALARGE MULTI SERVICE LIMITED
10.2021 - 01.2023
- Provide technical support to users on laptops and desktop computers
- Troubleshoot and resolve LAN connectivity issues experienced by users
- Provide printer setup assistance to users
- Help users in creating tickets on Jira
- Generate support tickets on Jira
- Manage user Active Directory account ( Onboarding and Offboarding)
- Providing status updates on outstanding requests and escalating them to be prioritized
- Responding to emails and referring employees to the appropriate processes depending on the nature of their requests
- Going through weekly/monthly reports to ensure access deactivations or employee status changes have been processed
- Support users by coaching, training, and developing them in the use of new tools, as well as creating a safe, respectful, and engaging work environment
- Ensuring IT Security and Compliance policies are followed before submitting requests to appropriate support teams
- Repair, Maintenance and installation
IT Helpdesk Support
FEDERAL MEDICAL CENTRE
12.2020 - 11.2021
- Logging access request tickets in the ticketing tool based on information provided in emails
- Networked printer operation (queue creation, server maintenance, etc.)Supported the facilitation of requirements gathering sessions such as interviews, and identify knowledgeable stakeholders to drive requirements elicitation
- Working in and supporting a call center
- Review with the Delivery Managers
- Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines
Education
B.Sc. (Hons - Computer Science
Les Cours Sonou University
01.2018
Skills
- Technical Support
- Operating Systems (Windows and MAC)
- Troubleshooting
- MS Teams
- MS Office
- Project and Change Management
- Asset Management
- Active Directory
- IT Security Awareness
- Change Management
- Workflow & Business Process Management
Languages
English
Professional
Accomplishments
- Created highly effective new program that significantly impacted efficiency and improved operations.
- Exceeded Ticket goal limit by average Ticketing number in a day
- Developed relationships with different new clients and typically exceeded sales goals by my contributions
Additional Information
- Basic Skills in Networking
- Video Editing
- Graphic Design
- Hse certification
Certification
- HSE Training - 2020
Timeline
IT Helpdesk Support
XTRALARGE MULTI SERVICE LIMITED
10.2021 - 01.2023
IT Helpdesk Support
FEDERAL MEDICAL CENTRE
12.2020 - 11.2021
B.Sc. (Hons - Computer Science
Les Cours Sonou University