Olaniyi Olayemi
KITCHENER,Ontario
Summary
N2P 0C7 Results-oriented IT Specialist with over 15 years of experience in technical support and project management. Skilled in managing IT operations, providing exceptional customer service, and overseeing project execution. PMI certified Project Manager with expertise in budget planning, contract administration, and Agile project leadership
Overview
17
17
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE & TECHNICAL SUPPORT AGENT
TOPRON CONSULTING, Intuit -Turbotax and Reliance Home
Kitchener, Canada
02.2023 - Current
- Provided exceptional customer service
- Kept accurate records to document customer service actions and discussions.
- Customer issues were resolved in a timely manner through chats, emails, and phone calls
- Regularly documented customer concerns using a ticketing platform
- Collaborated with team members to solve customer concerns and ensure customer retention
- Communication skills, empathy, patience, and timely issue resolution.
- Resolved customer complaints and answered customers questions regarding policies and procedures
- Assisted customer service representatives in troubleshooting orders requiring special handling.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
TECHNOLOGY PROJECT SITE STAFF
Opal Corporate Ltd
05.2011 - 12.2021
- Managed the design and implementation of IT solutions for estate development projects within the organization
- Monitored and supervised the execution of onsite hardware setup and installation
- Conducted testing of hardware and software setups during on-site installations
- Worked as part of a team responsible for resolving credential issues for staff members and customers who were unable to access their accounts
- Contributed to the team responsible for setting up and configuring Windows operating systems, ensuring they were ready for use by staff members
- Conducted troubleshooting activities for various hardware components and peripherals, such as conferencing phones, printers, smart TVs, and network devices
- Also involved in troubleshooting smart home programming
- Executed projects using the Agile methodology, ensuring flexibility, collaboration, and iterative development.
- Maintained positive working relationship with fellow staff and management.
- Assisted organizational efforts by filing, entering data and answering phones.
IT TEAM MEMBER (Network Trainee)
Crane Homes Limited
04.2012 - 06.2014
- Completed training and actively participated in network load balancing activities under the guidance of the Network Administrator
- Gathered historical cost data to estimate expenses for current and future IT products or services
- Collaborated with clients and consultants to define project objectives, establish budgets, and create schedules, while continuously optimizing plans to adapt to changing conditions
- Utilized Microsoft Word and other software tools to generate documents, progress reports, and other communication materials for IT projects
- Conducted on-site inspections to accurately assess project progress, compare it against the established plans, and align it with expenditure
- Configured hardware routers and established network connections for node Personal Computers using signal repeaters
- Engaged in on-site supervision of work being executed to ensure its successful implementation and adherence to project requirements.
- Developed positive customer relationships through friendly greeting and excellent service.
IT PROCUREMENT OFFICER
Brunel Engineering and Consulting Ltd
08.2006 - 06.2011
- Generated purchase orders for computers, routers, and server equipment, both hardware and software, required for the company's projects
- Ensured the privacy and confidentiality of all information pertaining to existing and potential clients, safeguarding their personal and business interests
- Prepared estimates that were utilized by management for planning, organizing, and scheduling work activities
- Negotiated and finalized vendor contracts in order to optimize pricing structures and delivery schedules.
- Cultivated productive relationships with suppliers and maintained open communication.
- Stayed up to date on market trends, prices and vendor options.
- Conducted comparative analysis of various equipment types and options with the same specifications from different suppliers, providing valuable insights and recommendations to management for informed decision-making
- Utilized different types of costing models to accurately complete and document technical estimates for projects.
Education
Post Graduate Certificate - Network Technical Support
Conestoga College
Kitchener, ON04.2023
Post Graduate Certificate - Construction Project Management
Canadore College
North Bay, ON08.2022
Master Degree - Project Management
British School of Project Management
08.2019
Master of Science - Transport Management
LAUTECH
Ogbomosho12.2015
Bachelor of Science - Quantity Surveying
Ahmadu Bello University
Zaria07.2006
Skills
- Excel
- Outlook
- Microsoft Office Suite
- PMP
- MS Project
- Procurement
- Network Configuration
- Project Management
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Data Entry
- Customer Retention Strategies
- Call Documentation
- English Fluency
- Upbeat and Positive Personality
- Verbal and Written Communication
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- De-escalation Techniques
- Customer Data Confidentiality
- Data Entry and Maintenance
- Responding to Difficult Customers
Certification
Certified Project Manager PMP
Project Management Institute PMI
Agile Project Leadership
LinkedIn Learning Certificate
Worker Health and Safety Awareness in 4 Steps
Canada Safety Training Center
Timeline
CUSTOMER SERVICE & TECHNICAL SUPPORT AGENT
TOPRON CONSULTING, Intuit -Turbotax and Reliance Home
02.2023 - Current
IT TEAM MEMBER (Network Trainee)
Crane Homes Limited
04.2012 - 06.2014
TECHNOLOGY PROJECT SITE STAFF
Opal Corporate Ltd
05.2011 - 12.2021
IT PROCUREMENT OFFICER
Brunel Engineering and Consulting Ltd
08.2006 - 06.2011
Post Graduate Certificate - Network Technical Support
Conestoga College
Post Graduate Certificate - Construction Project Management
Canadore College
Master Degree - Project Management
British School of Project Management
Master of Science - Transport Management
LAUTECH
Bachelor of Science - Quantity Surveying
Ahmadu Bello University
Certified Project Manager PMP
Project Management Institute PMI
Agile Project Leadership
LinkedIn Learning Certificate
Worker Health and Safety Awareness in 4 Steps
Canada Safety Training Center
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