Olumide Aina
Calgary,AB
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
4
4
years of professional experience
Work History
IT Project Lead
Shell Canada (Under Compass Group Canada)
2023.11 - Current
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Monitored project performance to identify areas of improvement and make adjustments.
- Planned, designed, and scheduled phases for large projects.
- Followed all company policies and procedures to deliver quality work.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Assisted with staff training to enforce quality, safety and sanitation guidelines.
- Provided detailed project status updates to stakeholders and executive management.
- Met project deadlines without sacrificing build quality or workplace safety.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Delivered onsite technical support for more than 90 employees.
- Answered questions and provided information to customers about new software or hardware.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
IT Support Specialist
COMSERVE TECHNOLOGIES INC
2021.09 - 2023.10
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Managed backup and recovery of data assets to safeguard system availability.
- Updated software to safeguard against security flaws.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Delivered onsite technical support for over 15 employees.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Network Support Engineer
Master Integrity Energy Limited
2020.03 - 2021.12
- Diagnosed network problems involving combination of hardware, software, power and communications issues.
- Remotely analyzed and diagnosed complex network faults for remote end-users, recommending and implementing corrective measures.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Monitored network hardware operations to evaluate proper configuration.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Performed network security design and integration duties.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Designed and evaluated WAN and LAN connectivity technologies.
- Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
- Supported users in setup and configuration of wireless bridge networks.
- Oversaw junior-level engineers, directing work orders while monitoring performance metrics and consumer feedback.
Education
Diploma - Cyber Security Specialist
CDI COLLEGE
Calgary, AB02.2025
Diploma - Energy Asset Management
Southern Alberta Institute of Technology
Calgary, AB06.2021
Skills
- System Enhancement
- Configuration Management
- Cost Analysis
- Technical Equipment Inspection
- Backup and Recovery
- Hardware Upgrades
- Mobile Device Management
- Wireless Area Networking
- Operating System Management
- Helpdesk Call Support
- Effective communication
- Project management
- Attention to detail
- Multitasking
- Hardware maintenance
- Help desk experience
- Remote support capabilities
- Technical troubleshooting
- Ticketing system proficiency
- Printer troubleshooting
- Time management
- Critical thinking
- IT security management
- Desktop support
- Cloud computing knowledge
- Incident management
- Virtualization technologies
- Team collaboration
- Problem-solving abilities
- Hardware Diagnostics
- Technical Support
- Network Diagnostics
- Microsoft Office Specialist (MOS) Expert
- LAN/WAN
Languages
English
Full Professional
Timeline
IT Project Lead
Shell Canada (Under Compass Group Canada)
2023.11 - Current
IT Support Specialist
COMSERVE TECHNOLOGIES INC
2021.09 - 2023.10
Network Support Engineer
Master Integrity Energy Limited
2020.03 - 2021.12
Diploma - Cyber Security Specialist
CDI COLLEGE
Diploma - Energy Asset Management
Southern Alberta Institute of Technology
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