SAHEED AMAO
Toronto,ON
Summary
Seasoned Information Technology Support Specialist with a robust background in IT Infrastructural services and over 5 years of hands-on experience in providing comprehensive on-site and remote IT support. Adept at managing and maintaining computer systems, hardware, and software. Proficient in troubleshooting, user support, and system administration, with extensive experience in hardware upgrade, imaging windows devices and working with enterprise-level servers and applications. Eager to apply my expertise in a dynamic setting where I can contribute effectively to team and organizational success through continuous service enhancements..Dedicated professional with demonstrated strengths in customer service, Administrative and IT help desk. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
TOC Logistics
04.2023 - 05.2024
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Ensure system backups for Recovery and Disaster Recovery are up-to-date by implementing a new backup protocol that reduced recovery time by 30%
- Executed implementation of diverse products and software, leveraging test data and device feature descriptions to develop and disseminate best practices and knowledge using ITIL framework.
- Collaborated seamlessly with cross-functional teams remotely and on-premising using Zoom, Teams, Slack, JIRA to implement strategic initiatives geared toward enhancing profitability, productivity, and overall client satisfaction.
- Successfully upgraded 50 core i7 Dell Microsoft Windows 10 laptops to the latest OS (Windows 11) within a week, ensuring all software was up-to-date and backup are restored effectively.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Recorded and maintained relevant notes for each client and work order.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
IT Support Specialist
Indigo Books & Music
03.2022 - 02.2023
- Created help desk tickets, troubleshot and resolved desktop issues.
- Delivered onsite technical support for 200+ employees.
- Used ticketing systems to manage and process support actions and requests.
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Optimized network performance with regular maintenance checks, software updates, and hardware upgrades.
- Answered questions and provided information to customers about new software or hardware.
- Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
- Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Determined hardware and network system issues using proactive troubleshooting techniques.
IT Help Desk Agent
Malhub Inc
02.2021 - 01.2022
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Participated in IT projects as needed, contributing valuable insights from the frontlines of user support operations.
- Contributed to the implementation of new systems and software upgrades, minimizing disruptions for users.
- Supported the roll-out of new hardware devices throughout the company by assisting in setup, installation, and user training.
- Increased first call resolution rates by providing accurate and timely solutions to user inquiries.
- Enhanced IT support with comprehensive documentation of common issues and resolutions.
- Actively participated in ongoing professional development opportunities to stay current on industry trends and best practices in IT support operations.
- Conducted regular reviews of support procedures to identify areas for improvement or optimization.
Customer Service Representative
Heritage Bank
07.2017 - 09.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
Education
High School Diploma -
IBT College
Toronto, ON03.2023
Higher National Diploma - Public Administration
Kwara State Polytechnic
Ilorin Kwara06.2021
Skills
- Remote Diagnostics & Support - Anydesk, Teamviewer, QuickSupport, Teams and Zoom
- Proficient in Windows Operating Systems - Windows 7,8,10,11 and Windows Server
- Email Server Setup, Migration & Management - Office 365, Google Suite, Zohomail, Webmail
- Computer Skills
- Data Entry
- Technical Troubleshooting
- Telecommunications
- Remote IT Implementation
- Remote Support
- Incident Management
- Issue Research
- Application support
- Virtualization Technologies
- Network Administration
- Troubleshooting and Diagnosing
Languages
English
Full Professional
Certification
- Google IT Support Professional Certificate
- Data Analy| Data Analyst Intern.
- Microsoft Office Specialist (MOS) Certification
Timeline
Technical Support Specialist
TOC Logistics
04.2023 - 05.2024
IT Support Specialist
Indigo Books & Music
03.2022 - 02.2023
IT Help Desk Agent
Malhub Inc
02.2021 - 01.2022
Customer Service Representative
Heritage Bank
07.2017 - 09.2018
- Google IT Support Professional Certificate
- Data Analy| Data Analyst Intern.
- Microsoft Office Specialist (MOS) Certification
High School Diploma -
IBT College
Higher National Diploma - Public Administration
Kwara State Polytechnic
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