VICTOR AJAYI
Service Desk Engineer
Dundee
Summary
Service desk professional, with over 16 years experience and track record in customer service, technical support and service delivery. I have the ability to implement effective management strategies to improve customer satisfaction. My strength in data analysis and KPI metrics analysis enables me to define a proactive approach, countermeasures and resolution to technical malfunction. Result driven individual with transferable skills, a fast learner with the willingness to upskill. Expert in root cause analysis, troubleshooting and problem solving. Customer focused with a commitment to delivering exceptional service. Customer advocate with first point of contact resolution approach. Can-do attitude with the ability to work under pressure and prioritise tasks. Attention to detail with great multi-tasking skills. Through effective interpersonal skills and strong communication, I'm capable of achieving outstanding and remarkable results.
Overview
17
17
years of professional experience
Work history
Third Line, BT Business High Level Escalations
British Telecommunications
Dundee
04.2014 - 03.2023
- Complaint management
- Take ownership of any business-critical 3rd line support tickets through to resolution
- Supporting 2nd line team
- Customer retention
- Ensuring alignment to SLAs and service contracts
- Employer relation case manager
- Scheduling meeting and tasks between internal and external stakeholders
- Maintain accurate detailed records of interactions with customers
- Service compensation credit disbursement
- Office 365 migration and general support
- ADSL, Annex-M, FTTC & FTTP broadband provision and fault management
- Complex network fault ownership and resolution
- Cloud technologies management, Office 365, SharePoint, Teams and MS Azure
- Jira and Confluence administration to manage projects, tasks and bugs
- Virtual/remote diagnostics via Citrix application
- Conduct root cause analysis
- Windows and MAC Operating system configuration and support
- Port Forwarding and routing configuration
- Wi-Fi booster installation & configuration
- Mobile broadband back-up deployment and set-up
- Network server, switch, access point and firewall management
- System bugs/defects management
- Back-office billing issue management
- Generate step-by-step self guide for clients and junior staffs
- Load balancing router installation and configuration
- Active Directory and group policy management
- Field engineer support
- PSTN and auxiliary line repair
- Bandwidth over-utilization issue management
Second Line, BT Business Network Faults Repair
British Telecommunications
Dundee
06.2009 - 04.2014
- Copper and Fibre broadband fault management & repair
- Collaborate with external network suppliers (Openreach & BT Wholesale)
- End-user technical support via outbound calls and emails
- First line team support
- Owning trouble tickets/incidents until resolution
- Conduct core-network vulnerability scans and monitoring for latency, ingress errors and packet loss issues
- Ingress and impulse noise elimination techniques
- Interact with external suppliers via telephone, e-mail, and live chat
- Microsoft operating system and server diagnostics and repair
- Anti-virus and malware application configuration via Citrix remote virtual application
- File storage back-up software configuration & recovery
- Email client configuration
- Modifying upstream & downstream data bands to increase bandwidth stability and capacity
- TCP/IP, DHCP and Subnet mask configuration
- Office 365 installation and troubleshooting
- POS system configuration
- Copper & Cloud phone installation and repair
- Network switch, Access-point and firewall configuration
- Router and modem installation and management
- Providing support to field engineers
- Network supplier fault/incident management
- Escalate incidents/tickets to third line support team
- Data centre & Cloud storage application management such as One-drive, Dropbox & iCloud
First Line, BT Business Technical Service Advisor
SITEL UK
Dundee
06.2006 - 06.2009
- Respond to customer's general query via inbound telephone call
- Troubleshoot technical issues and provide step-by-step guidance to clients
- Broadband & telephone network fault diagnostics & repair
- Microsoft operating system installation and general support
- Recommend suitable products and guidance
- Assign trouble tickets to third party vendors
- Scheduling onsite engineer appointments
- Ordering replacement hardware devices
- Modem installation and configuration
- Wireless and LAN device configuration
- Domain name server and web mail support
- Field network engineer support
- Dynamic, static IP address & DNS configuration
- Firewall, DHCP and subnet configuration
- Escalate tickets/incidents to second line support team
- Billing queries
- Collaborate with other departments for timely resolution
- Keeping customers informed of progression
Education
SVQ Level 3 - Information and Communication Technology
Scottish Vocational Qualification
SVQ Level 3 - Customer Service
Institute of customer service
SVQ Level 3 - Numeracy and Problem Solving
Edexcel
Scrum Master Accreditation Certification -
SCRUM Institute
GCSEs -
Command Secondary School
Skills
- Highly motivated to deliver quality outcomes with the ability to remain calm under pressure
- Ability to adapt to new and unfamiliar technologies quickly
- Agile/SCRUM methodologies
- Software & firmware release management
- Continuous development
- Data processing
- Excellent knowledge of broadband, Cloud and PSTN infrastructure
- Self-driven to continuous development and upskill
- Root cause analysis and intrusive testing
- Time management
- Ability to break down technical terminologies to non-technical users
- Employer relation case manager
- Report writing
- Noise cancellation techniques and bandwidth optimisation
- Ability to execute tasks without supervision
- Teamwork and collaboration
Interests
Travelling Football Reading Running Swimming Cycling
Timeline
Third Line, BT Business High Level Escalations
British Telecommunications
04.2014 - 03.2023
Second Line, BT Business Network Faults Repair
British Telecommunications
06.2009 - 04.2014
First Line, BT Business Technical Service Advisor
SITEL UK
06.2006 - 06.2009
SVQ Level 3 - Information and Communication Technology
Scottish Vocational Qualification
SVQ Level 3 - Customer Service
Institute of customer service
SVQ Level 3 - Numeracy and Problem Solving
Edexcel
Scrum Master Accreditation Certification -
SCRUM Institute
GCSEs -
Command Secondary School
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