Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Hi, I’m
OPEYEMI ANIFOWOSHE
Milton,ON
Summary
Overview
4
years of professional experience
Work History
NEOLIFE INT’L Santa Clara, CALIFORNIA
IT Technical Support Representative
11.2015 - 08.2017
Job overview
- Gave hands-on support to end-users and educated staff on personalized support.
- Invoked problem escalation procedures to coordinate recovery.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Maintained up-to-date case documentation for future reference.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrated advanced product knowledge to solve customer issues.
- Developed and maintained strong relations with customers to meet quality expectations.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Supported customers with online billing, access and account issues.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
NEOLIFE Santa Clara, CALIFORNIA
IT Technical Support Intern
12.2013 - 10.2015
Job overview
- Backed up data on regular basis and consistently updated disaster recovery procedures to prepare for security incidents.
- Assisted supervisors with troubleshooting and technical support tasks.
- Responded to user requests for service by troubleshooting problems and helping to develop solutions.
- Supported IT teams in maintaining company hardware and software systems.
- Contributed to technical documentation, participating in policy, procedure and standards development.
- Provided excellent customer service by responding to phone, email and online requests, questions and complaints.
- Researched and evaluated products to assist in installation or upgrade of systems.
- Assisted crew with setting up technical equipment and operational framework.
- Liaised with technical team to diagnose and resolve customer inquiries.
- Developed knowledge of databases and applications to provide subject matter expertise.
- Took active role in multiple and diverse projects to become familiar with technical tools and procedures.
- Prepared engaging presentations, summaries and product briefs to share with team and management.
- Provided backup technical support for router, firewall and wireless access point.
- Helped build tools to improve and automate user experiences.
- Assisted users in determining appropriate software solutions to meet needs.
Education
NATIONAL OPEN UNIVERSITY OF NIGERIA LAGOS NIGERIA
Master of Science from INFORMATION TECHNOLOGY
10.2022
University Overview
LAGOS STATE UNIVERSITY LAGOS NIGERIA
Bachelor of Science from COMPUTER SCIENCE
09.2013
University Overview
Skills
- Customer Service
- Microsoft Certified Solutions Associate (MCSA) Certificate
- Technical Support
- Product Troubleshooting
- Data Recovery
- LAN/WAN
- MS Office Proficiency
- User Support
- Software Installation
- Technical Troubleshooting
- Complaint Resolution
- Application Installations
- Information Protection
- Account Updating
Timeline
IT Technical Support Representative
NEOLIFE INT’L
11.2015 - 08.2017
IT Technical Support Intern
NEOLIFE
12.2013 - 10.2015
NATIONAL OPEN UNIVERSITY OF NIGERIA
Master of Science from INFORMATION TECHNOLOGY
LAGOS STATE UNIVERSITY
Bachelor of Science from COMPUTER SCIENCE
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