EMMANUEL DUROSIMI-ETTI
Toronto,ON
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
8
8
years of professional experience
Work History
TECHNICAL SUPPORT SPECIALIST
Apple Inc
Remote, ON
09.2020 - 12.2021
- Created help desk tickets, troubleshot and resolved desktop issues
- Provided Tier 1 and Tier 2 IT support to non-technical internal users through desk side support services
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems
- Offered new customers training to reduce frustration and improve customer satisfaction
- Determined hardware and network system issues using effective troubleshooting techniques
- Answered questions and provided information to customers about new software or hardware
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
CREW MEMBER
McDonald's
Windsor, ON
01.2018 - 03.2020
- Utilized communication skills to take accurate orders
- Worked well with teammates and accepted coaching from management team.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Developed more team work skills that will be applied and carryout throughout future career
- Trained new team members on procedures, customer service, and sales techniques.
- Verified compliance with occupational safety and health administration(OSHA) regulations to maintain a safe work environment.
INBOUND SALES REPRESENTATIVE
Sutherland Global Services
Windsor, ON
07.2017 - 11.2017
- Rewrote and memorized 2 updated sales scripts, increasing call success by 52%
- Memorized scripts to achieve easy conversational flow in interactions with potential customers.
- Worked with multiple means of communication within fast-paced environment.
- Communicated with customers regarding marketing campaigns and promotions, answering questions and addressing concerns.
- Resolved issues quickly and professionally to retain over 70% of clients
- Communicated with customers as soon as issues arose to immediately determine resolution before the problem escalated
- Ensured client satisfaction ratings by quickly offering proactive resolution ideas while driving actionable responses to questions, concerns or challenges.
TECHNICAL ASSISTANT
Prime-Time Computers
Lagos, Nigeria
05.2015 - 11.2015
- Set up and configured desktop computers, peripherals and accounts, assigning appropriate security levels.
- Completed thorough inspections, tests and diagnostic procedures to assess problems
- Collected and organized parts to fulfill customer and job order requirements
- Updated logs and computer records with the latest customer and job details
- Performed simple and semi-skilled work with minimal supervision
- Maintained consistent on-time arrival for all appointments to check and fix systems and equipment.
- Installed technical hardware and software in deskside support environment.
- Gathered, organized and distributed technical documentation.
- Researched common technology performance issues to assist with diagnoses.
MEDIA INTERN
Toksy's Imaginations
Lagos, Nigeria
01.2014 - 05.2015
- Met incoming customers and provided immediate assistance
- Put together and distributed press kits and other materials.
- Analyzed media engagement and produced tracking reports.
- Created an official company page on Facebook, Twitter, and Instagram to facilitate customer interaction
- Earned “Top Seller” for two consecutive quarters in 2014 & 2015
- Increased sales by 67% in the year 2015
- Maintained current knowledge of marketing trends
- Organized resources and digital assets for filming use
- Pitched in to help crews with building sets and identified problems that could have resulted in possible safety issues
- Resolved customer concerns and answered questions quickly to maximize satisfaction
- Facilitated growth and increased brand awareness by working with the sales team to build and maintain 5 key business relationships.
Education
Associate of Applied Science - Computer Systems Technology
St. Clair College
Windsor, ON 09.2018 - 07.2020
High School Diploma -
Great Lakes College of Toronto
Toronto, ON 01.2016 - 07.2016
Skills
Outstanding interpersonal skillsTroubleshooting proficiencyIssue resolutionComputer proficiencyQuality control managementGoal developmentDatabase entryEquipment operationsData AnalyticsPersuasive communication expertiseOrder processing Network, Mobile and Cisco TechnologiesStrategic PlanningWindows Server Design and AdministrationProject ManagementOperating systems (Microsoft, Windows XP, 7, 8, 10, Linux, Macintosh)Data securityMicrosoft Exchange Server design and administrationVirus and malware preventionHelp desk support Search Engine OptimizationDesktop and laptop installationsPaying Attention to detailsPromotion and advertisingWeb Security
System Provisioning
Desktop Component Repair
Software Debugging
Performance Optimization
Desktop support
Technical issues analysis
Diagnostic Protocol Implementation
Application support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
TECHNICAL SUPPORT SPECIALIST
Apple Inc
09.2020 - 12.2021
Associate of Applied Science - Computer Systems Technology
St. Clair College
09.2018 - 07.2020
CREW MEMBER
McDonald's
01.2018 - 03.2020
INBOUND SALES REPRESENTATIVE
Sutherland Global Services
07.2017 - 11.2017
High School Diploma -
Great Lakes College of Toronto
01.2016 - 07.2016
TECHNICAL ASSISTANT
Prime-Time Computers
05.2015 - 11.2015
MEDIA INTERN
Toksy's Imaginations
01.2014 - 05.2015