AKINTUNDE AKINLOYE

- Provided first-line and second-line support for users of DocuWare, building and configuring DocuWare software, and troubleshooting software issues. Assisted with document management, workflow automation, and ERP integrations while managing helpdesk tickets, ensuring timely resolution of incidents, and delivering excellent customer service and user support.

• Delivered first-line and second-line technical support for users, resolving issues with DocuWare software and related technologies.
• Managed helpdesk tickets, ensuring timely resolution and adherence to Service Level Agreements (SLAs) while providing excellent customer service.
• Assisted users with software configuration, account management, and system navigation, contributing to improved user satisfaction.
• Collaborated with project teams to support software implementation and user acceptance testing.
• Diagnosed and resolved user issues relating to document management systems, workflow automation, data capture, and business process applications.
• Maintained accurate documentation of incidents, resolutions, known errors, and support procedures within the knowledge base.
• Performed system administration tasks including user creation, password resets, permissions management, and software updates

• Organise warehouse layout to improve storage and retrieval efficiency.
• Load and unload deliveries safely, following health and safety guidelines.
• Established quality control measures to improve production output.
• Check incoming and outgoing shipments for quality and accuracy.
• Package and label outbound goods with clear, correct delivery information.
• Stack goods following health and safety guidelines to reduce damage and risk.

• Handled incoming IT support calls, prioritising first-contact issue resolution daily.
• Analysed customer enquiries to identify potential vulnerabilities in IT systems.
• Managed over 30 customer calls per day for timely support.
• Troubleshot operating system, hardware, and software faults to find root causes.
• Followed technical documentation for accurate installation, maintenance, and repair work.
• Solved system user interface issues using advanced troubleshooting and application knowledge.
• Searched internal knowledge base to apply up-to-date troubleshooting steps quickly.
• Tracked support tickets and documented actions using Rave software.

• Handled difficult customer complaints and objections to maintain first-class service standards.
• Provided support for Windows, Microsoft 365, Google, and Mac applications.
• Answered questions about hardware and software operations to resolve issues.
• Detected recurring issue patterns and spotted customer inquiry vulnerabilities.
• Collaborated with technical advisors for proactive solutions to recurring problems.
• Supported new hires through onboarding for faster, successful training.
• Coached team members through new and difficult workflows.
• Supported team by forecasting knowledge and skills gaps ahead of change.

• Installed new software for users and monitored version and patch updates.
• Followed technical documentation to support accurate installation, maintenance, and repairs.
• Prepared equipment for staff use by installing cables, operating systems, and software.
• Installed and updated new hardware while keeping systems functional and secure.
• Managed user accounts, permissions, and security settings in Active Directory.
• Provided remote support to off-site users while troubleshooting connectivity issues.
• Established and troubleshot network and data communications systems.
• Delivered high-quality technical support to average of 30 users daily.
• Managed server and network implementations against agreed deliverables.
• Tracked support tickets in helpdesk and documented completed actions.

• Installed, configured, and managed hardware and software.
• Set up, configured, and troubleshot Microsoft 365 applications.
• Arranged computers, routers, and printers to achieve proper workstations.
• Troubleshoot various incidents related to hardware, networks, and software faults.
• Carried out new hardware installations and updates, keeping systems functional and secure.