Olujide Sokoya
Cambridge,ON
Summary
Talented Technical Support Representative with experience for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
8
8
years of professional experience
Work History
Advisor Technical Specialist
Sunlife Financial
Waterloo, ON
03.2021 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Logs incidents, requests, and problems in ticket tracking system, monitors progress and provides follow-up to users.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently. Managed high levels of call flow and responded to Advisors technical support needs.
- Collaborated with supervisors to escalate and address Advisor inquiries or technical issues.
- Submitted service tickets for equipment maintenance requests
- Used Zendesk ticketing systems to manage and process support actions and requests.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution
- Ability to performs Microsoft windows administration including, user lockout requests, password reset functions, account creation and file rights assignments
- Oversaw installation of software programs and hardware systems to meet requirements.
Network Support Technician
Lagos State Internal Revenue Service (LIRS)
Ikeja, Lagos
07.2013 - 06.2019
- Maintained network connectivity of all workstations, servers and network devices.
- Installed equipment for data communications networks including cabling, wireless routers and telephone systems.
- Logged, resolved and escalated on-site and off-site issues.
- Supported users both local and by phone with problem resolution and education.
- Troubleshot hardware and software to determine and rectify network problems.
- Traveled to remote office locations to install nodes and implement client software rollouts.
- Summarized incident resolution for future reference.
- Designed and evaluated WAN and LAN connectivity technologies.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
Education
Diploma - Network System Engineering
CDI College
Mississauga, ON01.2021
Bachelor of Science - Computer Science
Olabisis Onabanjo University
Ago Iwoye, Ogun State, Nigeria08.2008
Skills
- Technical Troubleshooting
- Help Desk Support
- Defect Analysis and Resolution
- Verbal and Written Communication
- Collaborative Team Player
- Active Listener
- Troubleshooting Network Issues
- Hardware and Software Configuration
- Flexible and Adaptable
Timeline
Advisor Technical Specialist
Sunlife Financial
03.2021 - Current
Network Support Technician
Lagos State Internal Revenue Service (LIRS)
07.2013 - 06.2019
Diploma - Network System Engineering
CDI College
Bachelor of Science - Computer Science
Olabisis Onabanjo University
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