Oladapo Olatunji

Technical Support Engineer

Coca-Cola

01.2023 - 05.2024

Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
Performed root cause analysis of reported issues to enact corrections.
Explained technical information in clear terms to promote better understanding for non-technical users.
Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
Mentored junior members of the team on best practices in issue resolution techniques.
Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
Collaborated with cross-functional teams to develop solutions for recurring technical problems.
Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
Documented faults and bugs for referral to development staff for use in updates.
Met with team personnel to share details of discovered issues and recurrent custom complaints.
Delivered Tier-3 support and SME input to internal and external customers.
Earned recognition from management for consistently delivering exceptional service quality.
Consistently met or exceeded performance metrics, contributing to overall team success.
Enhanced team productivity, introducing automation tools that reduced repetitive tasks and allowed more focus on complex issues.
Developed and maintained technical documentation, aiding in quicker onboarding of new team members and serving as reference tool.
Initiated feedback loop with customers to better understand recurring issues and address them proactively.
Optimized network performance, regularly monitoring and adjusting configurations to meet changing demands.
Spearheaded creation of knowledge base, facilitating quicker resolution of common issues by both support staff and users.
Enhanced security protocols, conducting thorough audits and implementing necessary updates to safeguard against potential threats.
Led training sessions for new staff to ensure high-quality technical support standards across team.
Tailored support solutions to diverse client environments, ensuring compatibility and minimal disruption to business operations.
Fostered team-oriented environment, encouraging collaboration and knowledge sharing to improve overall service quality.
Streamlined escalation process, ensuring that complex issues were promptly addressed by appropriate specialist.
Coordinated with vendors to resolve product-specific issues, acting as primary point of contact for warranty and repair processes.
Helped streamline repair processes and update procedures for support action consistency.
Assisted in development of system security protocols.
Removed malware, ransomware, and other threats from laptops and desktop systems.
Maintained servers and systems to keep networks fully operational during peak periods.
Configured hardware, devices, and software to set up work stations for employees.
Developed and implemented preventive maintenance procedures.
Offered assistance in implementing and developing training programs.
Tested new software and hardware prior to deployment.
Monitored system performance to identify potential issues.
Installed and configured operating systems and applications.
Installed, configured and maintained computer systems and network connections.
Created user accounts and assigned permissions.
Generated reports to track performance and analyze trends.
Patched software and installed new versions to eliminate security problems and protect data.
Researched and identified solutions to technical problems.
Configured and tested new software and hardware.
Responded to customer inquiries and provided technical assistance over phone and in person.
Diagnosed and troubleshot hardware, software and network issues.
Streamlined helpdesk response times, implementing new ticketing system that prioritized urgent queries.
Reduced system downtime significantly, conducting regular maintenance checks and updates.
Implemented remote support system, enabling efficient troubleshooting without need for onsite visits.
Improved client satisfaction with personalized troubleshooting sessions that catered to individual needs and skill levels.
Enhanced user experience by resolving complex software issues swiftly.
Empowered users by conducting workshops on best practices for software and hardware maintenance.
Contributed to product development meetings, providing insights from customer feedback to guide future enhancements.
Increased first-call resolution rates, meticulously diagnosing issues and providing effective solutions on initial contact.
Served as key liaison between technical team and non-technical stakeholders, translating complex technical details into understandable terms.

Summary

Overview

Work History

Technical Support Engineer

Education

Higher Diploma - Electrical Electronics

Skills

Languages

Timeline

Technical Support Engineer

Higher Diploma - Electrical Electronics

Similar Profiles

Christopher HabermanChristopher Haberman

Hassan Jemadar WaziriHassan Jemadar Waziri

GLENN JACKAGLENN JACKA

Larry EasonLarry Eason

Sinthuja VijayarajSinthuja Vijayaraj