Hassan Animasaun

• Provided hands-on technical support, troubleshooting and resolving user-encountered issues across various software applications.
• Guided users through application functionalities, ensuring effective and efficient utilization.
• Collaborated closely with development teams to address bugs, implement fixes, and enhance application performance.
• Managed application lifecycles using Azure DevOps, translating user requirements into structured stories and acceptance criteria for configuration and development.
• Maintained comprehensive documentation of issues, solutions, and updates for clear record of application performance and troubleshooting.
• Ensured adherence to Service Level Agreements (SLAs) by responding professionally and proactively to customer inquiries.
• Managed incoming support tickets via Salesforce/Service Cloud, triaging escalated issues, gathering necessary information, and determining optimal resolution paths.
• Applied structured troubleshooting methodologies, conducted root cause analysis, and provided clear, written resolutions within tickets.
• Consistently maintained high Customer Satisfaction (CSAT) scores through delivery of high-quality service.
• Assisted in software maintenance and upgrades, ensuring optimum performance levels.
• Shared knowledge about latest technological advancements with team, fostering culture of continuous learning and development.
• Established effective rapport with customers through professional handling of their queries and concerns.
• Prioritised tasks effectively for efficient resolution of customer concerns.
• Resolved escalated technical issues promptly, ensuring minimal disruptions in operations.
• Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
• Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
• Asked customer targeted diagnostic questions for speedy root cause analysis.
• Carried out preventative checks and maintenance at end of customer interactions to prevent need for further support.
• Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.
• Installed new software for users and monitored version and patch update requirements.

• Successfully deployed, maintained, and updated accounting systems, significantly enhancing operational efficiency and effectiveness.
• Executed critical system accounting tasks, including user access management (prevention/granting), new user setup, invalid user clearance, period-end processing, and account inclusion/exclusion oversight.
• Delivered comprehensive after-sales support and expert guidance to end-users across UK, Europe, and South Africa.
• Responded to and resolved wide range of client-reported incidents, from basic inquiries to highly complex issues requiring in-depth analysis and documentation.
• Determined root causes of issues and implemented effective corrective actions.
• Generated reports using Report Generator and ad-hoc methods, performed system set-ups, managed posting tables and period-end routines, conducted till and bank reconciliations, and performed aged creditors and debtors analysis.
• Performed system maintenance, including user access control, new user setup, invalid user clearance, managing period-end dates (standard and VAT), accounting divisions, inter-divisional journals, account code creation, invalid account deletion, account inclusion/exclusion, backup procedures, full/partial data restoration, and application of patches/updates.
• Utilized spreadsheet interfaces, imported journal files from PC to Nominal Ledger (NL), and managed BACS routines and confirmations.
• Collaborated effectively with diverse internal and external teams to ensure timely resolution of user issues.
• Coached Service Desk and First Line support staff, contributing to development of customer-facing and internal knowledge base documentation.
• Documented and managed all queries, proactively raising bug issues and enhancement requests as needed.
• Provided regular progress updates on issues and fixes to customers.
• Worked closely with customers to gather essential information for issue resolution, communicating resolutions and workarounds effectively.
• Maintained strict adherence to information security protocols, processes, and GDPR regulations.
• Troubleshot, resolved, and escalated application issues efficiently.
• Addressed "how-to" product usage questions via phone and live chat.
• Logged and effectively prioritized incoming cases and tickets.

Key Accomplishments:

• Reduced number of logged support cases by approximately 25% through creation and implementation of "connect anywhere" tools.
• Consistently achieved customer satisfaction ratings of 9 or 10 out of 10 in periodic surveys, contributing to annual organizational customer and revenue growth of 8-10%.