OLAKUNLE OGUNSANMI
Winnipeg,Manitoba
Summary
Creative 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. Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
1
1
year of professional experience
1
1
Certification
Work History
IT Support (Volunteer)
SDA Church Henderson Highway Winnipeg, Manitoba
05.2024 - Current
- Using strong interpersonal communication skills to convey information to others.
- Mentoring new volunteers, fostering a supportive and inclusive team environment almost
- Providing IT support by setting up and maintaining computers, switches and other necessary technology.
- Supporting engaging, fun, and smooth-running events by helping with organization and planning.
Technical Support Representative
SHAW COMMUNICATIONS
08.2023 - Current
- Implemented comprehensive endpoint security solutions, achieving a reduction in malware incidents by over 60% within the first year
- Delivered level 2 technical support, resolving 95% of cases independently without the need for escalation
- Independently manage responsibility and prioritize tasks to meet the service level of agreement
- Utilize incident management tools to receive, update, escalate, and close incident tickets within established SLAs
- Accurately initiate incident tickets, following escalation protocol and ensuring adequate resolution of customer issues
- Diagnose and resolve technical hardware and software issues related to internet connectivity
- Propose alternative solutions when appropriate to retain customers and maintain client business
- Participated in the implementation of a new ERP system, improving data accuracy and increasing workforce productivity by 40%
- Providing support to users and being the first point of contact for error reporting and daily backup operations.
Education
No Degree - Security Assessment And Testing (Continuing Education)
Red River College, Winnipeg
Winnipeg, MB 07.2024 - 07.2024
No Degree - Security Assessment And Risk Management Certification (Continuing Education)
Red River College, Winnipeg
Winnipeg, MB 04.2024 - 04.2024
Masters of Science in Microbiology -
Babcock University, Nigeria
01.2016
Bachelor of Science in Microbiology -
Babcock University, Nigeria
01.2012
Skills
- Technical Support
- Networking Protocols and Configurations (LAN/WAN, TCP/IP, VLAN, VPN, DNS, DHCP, VOIP, Wireless Networking)
- Service Ticketing Tools (ServiceNow)
- Skilled In Data Backup, Recovery, Migration Processes, and Software/Antivirus Installation
- Collaboration Technologies
- Routing And Switching
- Operating Systems (Eg, Windows, MacOS, Linux)
- Virtualization Technology (Eg, VMware, Hyper-V)
- Customer Service
- Cloud Security Service/Environment (AWS, Azure, Google Cloud, SaaS, IaaS, PaaS, APIs)
Certification
- Cisco Certified Network Associate CCNA 2023
- CompTIA A+ 2022
- Certified in Cybersecurity 2023
- Security and Risk Assessment Certification (Red River College)
Personal Information
Title: IT SUPPORT TECHNICIAN
Languages
English
Full Professional
Timeline
No Degree - Security Assessment And Testing (Continuing Education)
Red River College, Winnipeg
07.2024 - 07.2024
IT Support (Volunteer)
SDA Church Henderson Highway Winnipeg, Manitoba
05.2024 - Current
No Degree - Security Assessment And Risk Management Certification (Continuing Education)
Red River College, Winnipeg
04.2024 - 04.2024
Technical Support Representative
SHAW COMMUNICATIONS
08.2023 - Current
Masters of Science in Microbiology -
Babcock University, Nigeria
Bachelor of Science in Microbiology -
Babcock University, Nigeria
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