Israel Shodeinde
Newcastle,Tyne and Wear
Summary
Detail-oriented Technical Support professional with experience in software troubleshooting and customer issue resolution. Proven background in investigating product issues, documenting solutions, and providing high-quality service. Experience includes software testing in microservices environments and collaboration in Agile teams. Completed volunteer front-end testing for a mobile application, identifying bugs and contributing to product improvements. Seeking a role as an Application Support Analyst or Junior Test/QA professional.
Overview
2
2
years of professional experience
Work History
Volunteer Front-End / GUI Tester
Eirloom
03.2026 - Current
- Executed manual front-end / GUI testing for mobile application on iPhone, ensuring high-quality user experience.
- Evaluated core user journeys, interface behaviour, and usability to enhance application performance.
- Identified and documented bugs to facilitate effective product enhancements.
- Worked with product owners to discuss findings and provide practical feedback.
Packaged App Development Analyst / Microservices T
Accenture
Newcastle
01.2026 - Current
- Supported manual and automated testing activities within a microservices environment.
- Created test data and helped identify, record, and track defects.
- Used tools including Postman, Cucumber, Gherkin, WireMock, and Jira.
- Worked with wider teams to support software quality and delivery.
- Produced documentation and supported knowledge sharing.
- Contributed to client-facing demonstrations and collaborative team activity.
Technical Support Expert
Sage
Newcastle
04.2025 - Current
- Delivered customer support for software and account-related issues in fast-paced environment, ensuring timely resolutions.
- Investigate problems methodically, identify likely root causes, and guide users through clear step-by-step resolutions.
- Maintain accurate case records and document findings clearly to support effective follow-up and escalation where needed.
- Facilitated first-contact resolution by leveraging product knowledge, troubleshooting skills, and effective communication.
- Supported customers with professionalism, prioritising service quality, accuracy, and response time.
- Handle a wide range of issues while working to targets in a structured support environment.
Customer Service Representative
EE
01.2025 - Current
- Managed high volume of customer queries, ensuring timely and effective resolution in fast-paced environment.
- Resolved customer issues and escalated complex matters to appropriate channels for further support.
- Documented customer interactions clearly to enhance service continuity and team collaboration.
- Delivered strong customer service and built experience in communication and resilience.
Technical Assistant
RCN
Newcastle
01.2024 - Current
- Built and configured devices based on user requirements.
- Diagnosed hardware and software issues and supported users with technical problems.
- Resolved issues through practical and structured approaches, enhancing user satisfaction.
- Facilitated knowledge sharing and daily service activities, contributing to team efficiency.
- Gained experience in troubleshooting, communication, and user support, strengthening technical capabilities.
Education
Bachelor of Science - Digitaland Technology Solutions
Newcastle College
Newcastle upon Tyne01-2023
Skills
Software troubleshooting
- Issue resolution
- Incident management
- Root cause analysis
- Business applications support
- SLA adherence
- Process improvement
- Cross-functional collaboration
- Prioritisation in fast-paced environments
- Stakeholder communication
- Case documentation
Hobbies and interests
- Boxing, running, and fitness training
- Sports videography and photography, with an interest in content creation and visual storytelling
- Interest in technology, digital services
- Interest in technology, digital services, and learning new tools
Timeline
Volunteer Front-End / GUI Tester
Eirloom
03.2026 - Current
Packaged App Development Analyst / Microservices T
Accenture
01.2026 - Current
Technical Support Expert
Sage
04.2025 - Current
Customer Service Representative
EE
01.2025 - Current
Technical Assistant
RCN
01.2024 - Current
Bachelor of Science - Digitaland Technology Solutions
Newcastle College