Summary
Overview
Work history
Education
Skills
Languages
Timeline
Generic

Tolulope Olajobi

Belfast,Co Antrim

Summary

Trained IT worker skilled with hardware and software. Analytical in investigating problems, tracing root causes and correcting routine or serious issues. Communicates easily with technical and non-technical personnel to deliver quality support. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

10
10
years of professional experience
6
6
years of post-secondary education

Work history

Lead Support Engineer

Biswal Telecommunications
Lagos, Nigeria
01.2020 - Current
  • Coordinating the supporting team, providing relevant trainings to enhance team collaboration and delivery of support services to esteemed clients and customers
  • Hands-on technical support and resolution of customer service requests and issues
  • Logging issues with appropriate priority and resolving issues based on criticality
  • Escalating issues as required and ensuring that the issues are resolved with good turnaround time
  • Reporting open issues and open items to IT steering committee bi-weekly with clear status and action plans on the resolution of open issues and incidents
  • Managing relationships with clients and ensuring that SLAs and KPIs are upheld at all times
  • Providing reports to client leads regarding the activity of the Service Desk team
  • Created knowledge base to optimise resolution of known service requests and issues
  • Capturing customer feedback and contributing to end-user experience feed for the purpose of optimising customer experience on client mobile and web platforms
  • In this role, I led the IT service desk sub-team by providing support services to e-commerce and telecom operators in Nigeria
  • Coordinating the provision of first point of contact for system related issues or queries that come into the helpdesk via different communication channels
  • Ensuring escalated issues are tracked up until resolution and the resolution activity documented
  • Running data backup activity, logging backup tapes, and logging failures in IT helpdesk tool
  • Conducting safety checks on IT equipment and track IT assets for asset management
  • Escalation of network critical alarms and problems
  • Liaising with other consultants to assist and deliver on client service deliver objective
  • Providing regular feedback to Consulting team lead on managed services and helpdesk activities
  • Assisting with response to network downtime for Telco operator.

Enterprise Support Consultant

Huawei Technologies
Lagos, Nigeria
07.2018 - 12.2019
  • Providing support and maintenance to PCs and Macs on the network
  • Monitoring and maintaining computer systems and networks
  • Document and maintain software functionality
  • Troubleshoot, debug and upgrade existing systems
  • Enhancing IT-as-a-Service Offering
  • Elocution and Business writing, End-user Support Lead
  • Installing and configuring computer hardware operating systems and applications
  • Installation of wireless routers and network devices such as access points
  • Writing reports and handover documents for the team leaders
  • Providing basic network support investigating LAN and Ethernet issues
  • Showing ownership and responsibility for all Service Requests, ensuring that they are recorded and that appropriate resources are applied
  • Ensuring resolution of service requests are achieved according to agreed service levels by monitoring progress and escalating them as necessary
  • Modified existing databases to meet unique needs and goals determined during initial evaluation and planning process.
  • Generated scripts and processes for data integration and maintenance.

IT Technical Support Specialist

United Bank for Africa (UBA)
Lagos, Nigeria
12.2014 - 06.2018
  • Created assessment reports of equipment issues and resolutions using operational data.
  • Managing IT Incidents using IT helpdesk tool
  • Diagnosed and solved issues for Users against SLAs, maintaining high satisfaction rate.
  • Responded to incidents on-site, providing precise time estimations and managing customer expectations.
  • Offered bespoke solutions to tackle security and performance issues.
  • Communicated technical concepts to customers clearly by phone, email and online chat.
  • Dealing with customer’s software and hardware issues Active
  • Directory & Exchange User Administration.
  • Creation of mailboxes, distribution groups, changing permissions and access
  • Resolving user issues by providing 2nd and 3rd line telephone and remote support to internal and external users
  • Installing Printers onto Client PCs and onto the network to be shared.
  • Latest Windows builds, installations and laptops setup in line with installation baselines
  • Dealing with computer and printer issues using administrative tools, Computer management.

Customer Service Representative

ISON CHANNEL BPO, Airtel Telecommunications
Ibadan, Nigeria
05.2013 - 11.2014
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Assisted customers with additional retail services, including alterations, special orders and item loans.
  • Employed active listening and product expertise to successfully resolve inbound queries.
  • Processed high-value payments with meticulous accuracy.
  • Participated in regular training to maintain up-to-date knowledge on company products and policies.
  • Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
  • Processed inbound customer calls, providing information on service or product upgrades
  • Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
  • Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
  • Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
  • Handled phone, email and social media enquiries with consistent customer service across multiple channels.
  • Assisted customers with product complaints, logging issues for investigation and providing replacement items.

Education

B.Tech - Electronic & Electrical Engineering INTEREST

Ladoke Akintola University of Technology
Ogbomoso
03.2010 - 11.2013

OND - Electrical / Electronic Engineering

Federal Polytechnic Offa
Offa
02.2006 - 09.2008

Skills

  • TECHNICAL SKILLS
  • SQL
  • python
  • Proficient in PC administration (Installation, upgrading, troubleshooting of Windows OS, Servers and business applications)
  • IT Ticketing and collaboration tools
  • Implementation (ServiceNow, JIRA) and Mobile
  • Device software configuration
  • Active Directory Users & Computers
  • Creating & Managing User / Computer
  • MS Office Packages, Word, Powerpoint and Excel
  • Supporting Windows Operating systems
  • Server Operating systems (2010, 2012 r2, 2016),
  • MAC OSX, and Linux OS
  • Technical support of End Point Security, Incident And Event monitoring, Antivirus, MacAfee
  • Endpoint protection and encryption
  • Knowledge of LAN/WAN troubleshooting and
  • 1st Line network support (LAN/ WIFI/ NACL/ VPN/ VLAN/ NAT)

Languages

English
Fluent

Timeline

Lead Support Engineer

Biswal Telecommunications
01.2020 - Current

Enterprise Support Consultant

Huawei Technologies
07.2018 - 12.2019

IT Technical Support Specialist

United Bank for Africa (UBA)
12.2014 - 06.2018

Customer Service Representative

ISON CHANNEL BPO, Airtel Telecommunications
05.2013 - 11.2014

B.Tech - Electronic & Electrical Engineering INTEREST

Ladoke Akintola University of Technology
03.2010 - 11.2013

OND - Electrical / Electronic Engineering

Federal Polytechnic Offa
02.2006 - 09.2008

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Tolulope Olajobi