OLANREWAJU AKANBI
IT HelpDesk Specialist
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Issue identification and resolution of technical problems and working in 24/7 uptime environment.
Overview
2
2
years of professional experience
6
6
years of post-secondary education
Work History
Taxpayer Support Specialist
Canada Revenue Agency
Edmonton, Canada
11.2022 - 06.2023
- Restored over 400 taxpayers' login credentials to the CRA sign-in services
- Directed 200+taxpayers on new user setup for CRA sign-in services
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Communicated with clients to verify roots and causes of computer problems.
- Responded to customer inquiries and provided technical assistance remotely to establish trust and increase satisfaction.
IT HelpDesk Technician
First Bank of Nigeria Limited
Lagos, Nigeria
09.2021 - 07.2022
- Implemented new network security system using VPNs and Cisco PIX firewall to connect both brick-and-mortar and remote employees.
- Provided Tier 1 IT support to non-technical internal users through desk side support services involving TCP/IP, WINS, DHCP, and DNS on Windows 7,8 & 10, Windows Server 2008 R2, 2012 R2, 2016.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Installed 120+ new PC workstations and laptops with . Achieved zero downtime through cloud data redundancy during changeover.
- Educated 200+ non-technical individuals on technical information and standards in clear terms to promote better understanding.
- Resolved 20+ trouble tickets per day through efficient triaging of problems.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Configured hardware, devices, and software to set up work stations for 100 new employees.
- Configured hardware, Microsoft Exchange, Windows 10 & MS Office 365 and granted system permissions to 100 new employees.
- Managed high levels of call flow and responded to WAN & LAN technical support needs.
Education
Postsecondary Diploma - Cyber Security Analyst
Willis College
Ottawa, ON 10.2023 - Current
Master of Science - Systems Engineering
University of Lagos
Nigeria 02.2015 - 05.2016
Bachelor of Science - Electronic and Electrical Engineering
Obafemi Awolowo University
Nigeria 02.2008 - 03.2013
Skills
Microsoft Office Suite (2010 & Newer)undefined
Timeline
Postsecondary Diploma - Cyber Security Analyst
Willis College
10.2023 - Current
Taxpayer Support Specialist
Canada Revenue Agency
11.2022 - 06.2023
IT HelpDesk Technician
First Bank of Nigeria Limited
09.2021 - 07.2022
Master of Science - Systems Engineering
University of Lagos
02.2015 - 05.2016
Bachelor of Science - Electronic and Electrical Engineering
Obafemi Awolowo University
02.2008 - 03.2013
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