LANRE OLAOSEBIKAN
CLAPHAM,LONDON
Summary
A diligent and dependable individual who enjoys being part of a team and working on their initiative. Self-motivated and quick to grasp innovative ideas in adapting to change within the workplace. Troubleshoots and resolves technical issues, adapts to changing situations, and provides excellent customer service. Proven to communicate well and collaborate with cross-functional teams to achieve business objectives. I'm seeking a role where I can use my current skills while receiving further training if required to deliver the best in my role within the IT Industry.
Overview
17
17
years of professional experience
1
1
year of post-secondary education
Work history
Customer service assistant
London Overground Rail Network
London, City of London
2023.11 - Current
- Provided thorough carriage cleans between journeys, optimizing customer satisfaction ratings.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Managed customer complaints with prompt, mutually beneficial resolutions.
- Resolved customer issues using strong interpersonal skills and conflict-resolution techniques.
- Listened actively to customer concerns, confusions and needs for excellent communication.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Multi-tasked to keep customer service levels at optimal capacity at peak times.
- Assisted customers with varying questions using product knowledge and service expertise.
IT Service Desk Analyst
Generation UK & Ireland
2023.12 - 2024.02
- Installed and set up applications for clients, including anti-virus and malware software to clean PCs and intermediate troubleshooting of Microsoft Windows 10/11 and Microsoft Office 2016 Office 365.
- Responded to customer emails, calls, and live chat regarding technical malfunctions and issues to fix remotely
- Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations
- Asked customers targeted questions throughout troubleshooting to determine smart solutions
- Provided clear and concise step-by-step technical support to guide clients
- Helped customers set up new systems, applications, and software
- Aided management in designing training manuals for usage and troubleshooting
- Usage of IT Service Desk software to track incidents, requests, and problems such as Zendesk and ServiceNow.
- Troubleshot operating systems, hardware and software problems to identify root causes.
Football Coaching
London
2020.08 - Current
- Leading training sessions
- Provided one-to-one and group football coaching, targeting training to age and ability
- Supported football coach with coaching duties, directing less experienced players in professional skill, game discipline, and teamwork
- Maximized marketing department efficiency through outstanding staff coaching and development programs
- Assessing players and developing training plans to build strengths
- Selecting the team for games and motivating players
- Resolving inner-team disputes and settling disagreements
- Ensuring equipment, changing room, and football pitch availability.
Ticket Sales Manager
Zeriah Travels
2018.01 - 2020.03
- Dealt with customer inquiries and reservations, both in person and over the phone
- Provided customers with information regarding flight schedules, fares, and any connections
- Issued tickets, boarding passes, and other travel-relevant travel information
- Helped passengers with check-in procedures, baggage handling, and those requiring special assistance
- Assist customers with problems that may arise during travel
- Process ticket changes and refunds
- Ensuring the effective running of the office
- Giving an excellent customer service experience, whilst also dealing with customer complaints if they arose
Sales & Phone Technician
Computer Village
2007.01 - 2017.12
- Diagnosing and repairing broken handsets
- Replacing damaged or malfunctioning components such as screens, batteries, and charging ports
- Performing regular maintenance and cleaning of devices to ensure optimal performance
- Keeping up to date with the latest mobile phone technology and repair techniques
- Troubleshooting and resolving customer complaints or concerns in a timely and professional manner
- Providing exceptional customer service and communicating repair expectations, with timelines
- Calculated costs of materials and labour to provide estimates to clients
- Set up equipment to test and verify functionality and performance
- Performed diagnostics and troubleshooting to evaluate equipment performance and increase reliability.
Education
Advanced Diploma Level 5 - Cyber Security
Brentwood Open Learning College
2023.04 - 2024.01
Advanced Diploma - Digital Marketing
Brentwood Open Learning College
Certificate of Higher Education - IT Service Desk Analyst
Generation UK&Ireland IT Programme
United Kingdom 2023.11 - 2024.02
IT Support Professional Certificate - IT Support Professional
Google Inc
2023.09 -
BSc Hons - Business Administration
Olabisi Onabanjo University
2010
Skills
- Communicates across various platforms: phone, email, remote desktop, and webchat
- Time management aids enable us to set priorities when covering multiple issues
- Problem-solving to troubleshoot customer's incident
- Remain calm in challenging and solving situations
- Knowledgeable in Laptop, Phones, Tablets Including Android, iOS, and Mac systems
- Inquisitive and critical thinker willing to contribute, discuss, and develop new ideas with general interest, and savviness in technology
- Usage of IT Service Desk software to track incidents, requests, and problems such (Zendesk and ServiceNow)
- Excellent written and verbal communication skills
- Intermediate account and group management in Active Directory, and MS Exchange
- Customer support needs assessment
- Reinstalling Operating Systems with imaging software and a good understanding of two-factor authentication
- Strong troubleshooting and information-gathering skills Appreciates the importance of process and structure and can demonstrate this high sense of urgency and excellent prioritization skills
- Self-motivated and passionate about service delivery also positive, resilient, flexible, and adaptive Excellent interpersonal and organizational skills to handle high-profile end users with professionalism and empathy
- Microsoft office, Excel, Word, Skype, Slack, Microsoft Teams, Microsoft Windows, Remote desktop RAM, Printers and Desktop
- Good understanding of networking
Interests
An enthusiastic lover of playing football which has developed into coaching 7 to 16-year olds voluntarily. Accompanying them to Try Out games and being a constant supporter of their aspirations. Enjoys listening to various genres of music, especially whilst out on long walks.
Languages
English
Native
Timeline
IT Service Desk Analyst
Generation UK & Ireland
2023.12 - 2024.02
Customer service assistant
London Overground Rail Network
2023.11 - Current
Certificate of Higher Education - IT Service Desk Analyst
Generation UK&Ireland IT Programme
2023.11 - 2024.02
IT Support Professional Certificate - IT Support Professional
Google Inc
2023.09 -
Advanced Diploma Level 5 - Cyber Security
Brentwood Open Learning College
2023.04 - 2024.01
Football Coaching
2020.08 - Current
Ticket Sales Manager
Zeriah Travels
2018.01 - 2020.03
Sales & Phone Technician
Computer Village
2007.01 - 2017.12
Advanced Diploma - Digital Marketing
Brentwood Open Learning College
BSc Hons - Business Administration
Olabisi Onabanjo University