TOLU ADEPELUMI
Summary
Dedicated Help Desk professional with 5+ years of experience in troubleshooting, system support, and end-user assistance in fast-paced environments. Skilled in diagnosing, resolving, and preventing technical issues, with a strong focus on customer service. Adept at managing tickets, escalating complex cases, and collaborating with cross-functional teams to maintain high levels of user satisfaction. Proven ability to communicate technical concepts to non-technical users and a commitment to optimizing IT processes.
Overview
5
5
years of professional experience
Work History
Desktop Support Technician
Kal Tire Canada
07.2024 - Current
- Provide Level 1 and 2 support, handling [average number] of tickets weekly for issues including software applications, network connectivity, and hardware malfunctions
- Troubleshoot and resolve issues related to Windows, macOS, and various enterprise applications, ensuring minimal downtime for end-users
- Use ServiceNow to track, prioritize, and document support requests, maintaining a [percentage]% first-call resolution rate
- Assist users with password resets, user account configurations, and access issues through Active Directory
- Collaborate with higher-level technical teams for complex escalations, ensuring prompt and effective solutions to advanced issues
- Conduct routine system maintenance, including software updates and antivirus checks, enhancing system performance and security.
IT Technical Support (Back Office)
TD Canada Trust
07.2023 - 08.2024
- Supported over [number] end-users with IT issues, providing solutions for application errors, network connectivity, and hardware issues
- Configured and maintained user accounts, permissions, and group memberships using Active Directory
- Performed regular software installations, system updates, and security patches across various devices, helping to improve system reliability
- Managed documentation for recurring issues and standard troubleshooting procedures to aid in team training and knowledge transfer.
Customer Experience Associate (Teller)
TD Canada Trust
01.2023 - 07.2023
- Interacted with customers in a professional, friendly manner, ensuring a welcoming environment and exceptional service
- Identified customer needs and provided tailored solutions to resolve issues and improve their banking experience
- Handled inquiries and complaints across multiple channels, resolving or escalating as needed for timely responses
- Educated customers on TD products, services, and account features, making recommendations to meet individual needs
- Processed transactions accurately and efficiently, adhering to bank policies and procedures
- Maintained and updated customer records, including account details and transaction history, using bank software
- Secured over 75 new accounts within the first four months, contributing to the branch’s overall success.
Technical Support Advisor (Airtel Communications)
Whavit Technologies
03.2021 - 12.2022
- Performed troubleshooting and resolved issues for customers
- Received, logged, and managed calls from clients’ telephone
- Recorded accurate details for account set-up and made escalations for customers using ServiceNow
- Maintained working knowledge of programs, products, policy, processes, established rules, procedures, and regulatory requirements
- Analyzed customer inquiries to determine appropriate actions, to ensure timely and accurate resolution
- Followed up and managed escalation routes for trouble tickets concerning SLAs (Service Level Agreements).
IT Support Analyst
Swissmarkk Integrated
10.2019 - 03.2021
- Computer Systems assembly, configuration, troubleshooting, and provision of Tier 3 helpdesk support
- Migrated clients from Windows 7 to Windows 10 as well as Installed and set up client machines with Windows 7/Windows 10, Office 2010, and O365 applications
- Managed network configuration (LAN, WLAN, and Remote Access)
- Deployed and managed applications, operating systems, and window patches
- Deployed all hardware related set-up on all networks
- Designed and implemented LAN solutions for new offices.
Education
Ontario College Graduate Certificate - Global Project Management
Loyalist College in Toronto
12.2024
Bachelor of Arts - English Language
Obafemi Awolowo University, Ile-Ife, Nigeria
10.2016
Skills
- Windows, macOS
- Microsoft Office Suite, ServiceNow, Remote Desktop Tools
- TCP/IP, DNS, DHCP, VPNs
- Technical Support & Troubleshooting
- Customer Service & Communication
- Ticketing Systems (eg, ServiceNow)
- Software & Hardware Installation
- Network Configuration & Maintenance
- Remote & On-Site Support
- Active Directory & User Account Management
- Incident Management & Documentation
Timeline
Desktop Support Technician
Kal Tire Canada
07.2024 - Current
IT Technical Support (Back Office)
TD Canada Trust
07.2023 - 08.2024
Customer Experience Associate (Teller)
TD Canada Trust
01.2023 - 07.2023
Technical Support Advisor (Airtel Communications)
Whavit Technologies
03.2021 - 12.2022
IT Support Analyst
Swissmarkk Integrated
10.2019 - 03.2021
Bachelor of Arts - English Language
Obafemi Awolowo University, Ile-Ife, Nigeria
Ontario College Graduate Certificate - Global Project Management
Loyalist College in Toronto
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