Summary
Overview
Work History
Education
Skills
Interests
UX/UI Design
Timeline
Generic

Aderemi Onalaja

CS, EMEA
London

Summary

Experienced IT professional with over 10 years of experience in software & troubleshooting. Excellent reputation for resolving problems and improving customer satisfaction. Skilled in working under pressure both individually or as part of a team and adapting to new situations and challenges to best enhance the organizational brand.

Overview

9
9
years of professional experience
7
7
years of post-secondary education

Work History

User Researcher

05.2021 - Current
  • Conducted one-on-one interviews with key customers to gauge user satisfaction
  • Translated research findings into insights for Sales & Solution Engineers to make use of
  • Presented key findings to Product team in order to address regional differences
  • Assisted Engineering in prioritising bug fixes & product releases based on my research

Technical Support Lead

01.2021 - Current
  • Independently providing 1st line support for EMEA & APAC regions (Enterprise, Strategic & SMB)
  • Hosting training demo’s for customers to help them better understand how the software works
  • Assisting Sales team on client calls when needed for technical assistance (Solutions Engineering)
  • Assisting the Product team with ideas for design/interaction changes based on customer feedback through calls
  • Collaborating with QA team in raising and testing bugs, including creating visual and written documentation
  • Database management to assist with troubleshooting queries
  • Conducting interviews & creating training programs for new team member(s)/prospects.

Senior Technical Support Specialist

Bluebeam
London
04.2019 - Current
  • Providing 1st line support for EU & APAC regions (Enterprise, Strategic & SMB) using Salesforce
  • Office specialist for MacOS queries
  • Assisting sales team with additional support during webinars
  • Thoroughly testing & escalating bugs to QA/Development via JIRA
  • Troubleshooting log files & machine reports
  • SME in Cloud based collaboration tool
  • Working in VM Environments
  • On

Client Services Analyst

Trimble
London
12.2016 - 04.2019
  • Assisting with training clients on-site
  • Accompanying consultants on-site for training sessions with system users
  • Daily email correspondence internally and externally
  • Assisting other departments or following up on progress and answering client queries where necessary
  • Being on hand to assist Consultants and Project Managers
  • Helping troubleshoot issues that Consultant’s/Project Managers find in the system
  • As I’m studying for my Prince 2, I’ve also been allowed to shadow Project Managers day-to-day activities
  • Experience with Salesforce
  • Regularly assisting the support team with back dated cases in Salesforce
  • Giving training to colleagues
  • Specializing in areas of the system & training colleagues that are not as familiar with functionality
  • Raising & testing bug fixes
  • Addressing bugs within the system, and carrying out functional testing to ensure bugs are resolved
  • Writing up documentation
  • Constructing detailed specifications for new/updated features within the system for both internal and external use.

Site Support

Msheireb Properties
08.2018 - 11.2018
  • During my 3 month contract at Msheireb, my role included:
  • Main point of contact between Trimble & Msheireb stakeholders, addressing the clients software pain points;
  • 1st & 2nd line support dealing with backlogged & new cases;
  • Writing complex SQL queries;
  • Attending internal meetings & detailing requirements, then customising the system based on feedback;
  • Weekly calls with progress updates.

Education

Bachelor of Science - Business Information Systems

Westminster University
London
1 2013 - 1 2016

A-levels -

Redcliffe 6th Form Centre
01.2011 - 01.2013

GCSE -

St Mary Redcliffe & Temple School
01.2006 - 01.2011

Skills

Analytical and conceptual thinkingundefined

Interests

UX/UI Design

Researching latest technologies on the market

UX/UI Design

User-research side project which involves me testing a range of iOS applications and conducting usability research.

Timeline

User Researcher

05.2021 - Current

Technical Support Lead

01.2021 - Current

Senior Technical Support Specialist

Bluebeam
04.2019 - Current

Site Support

Msheireb Properties
08.2018 - 11.2018

Client Services Analyst

Trimble
12.2016 - 04.2019

A-levels -

Redcliffe 6th Form Centre
01.2011 - 01.2013

GCSE -

St Mary Redcliffe & Temple School
01.2006 - 01.2011

Bachelor of Science - Business Information Systems

Westminster University
1 2013 - 1 2016

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Aderemi OnalajaCS, EMEA