AAAdedoyin Adesoye
@adedoyinadesoye
Experienced Application Support Analyst with a strong troubleshooting background.
CanadaWhat I'm looking for
I am an Application Support Analyst with over 5 years of experience in troubleshooting complex hardware and software issues. My journey has been marked by a commitment to improving knowledge bases and collaborating effectively with both technical and operations teams. I thrive in environments where I can leverage my technical skills to enhance user experiences and streamline processes.
In my recent role at Access Bank, I achieved a 60% first contact resolution rate for application inquiries and optimized SQL queries to increase report generation speed by 30%. My proactive approach in detecting service errors led to a 20% reduction in service downtime, significantly improving customer service delivery. I am passionate about using my technical expertise to drive efficiency and foster collaboration across teams.
Currently, I am expanding my skills through various job simulations, including cybersecurity and cloud platform projects. I am also pursuing certifications in Security Analysis and AWS Cloud, which will further enhance my ability to contribute to innovative solutions in the tech industry.
Experience
Work history, roles, and key accomplishments
Technical Support
Working Solutions
Jul 2024 - Present (11 months)
Provided technical troubleshooting support to over 20 customers daily through live calls and emails, documenting processes using Zendesk and Bright Pattern. Acted as a liaison between customers and engineering teams to enhance system performance.
Application Support Analyst
Access Bank
Sep 2022 - Jan 2024 (1 year 4 months)
Achieved a 60% first contact resolution rate for application inquiries and optimized SQL queries to increase report generation speed by 30%. Played a key role in troubleshooting service errors, reducing downtime by 20%.
Product Operations Associate
Endowd Africa
Mar 2022 - Sep 2022 (6 months)
Established a centralized knowledge base and resolved user inquiries related to the product. Assisted in user testing and bug tracking during the pre-launch phase, contributing to a successful product launch.
Web and Systems Support Analyst
Oatek Concepts and Technologies Limited
Apr 2019 - Mar 2022 (2 years 11 months)
Implemented a tracking system that reduced issue resolution time by 40% and improved customer satisfaction scores by 20%. Collaborated with stakeholders to enhance web application usability.
Education
Degrees, certifications, and relevant coursework
ULUniversity of Lagos
Master of Science, Cell Biology and Genetics
2018 - 2021
Studied advanced concepts in cell biology and genetics, focusing on the molecular mechanisms underlying genetic expression and cellular processes.
ULUniversity of Lagos
Bachelor of Science, Cell Biology and Genetics
2014 - 2018
Acquired foundational knowledge in cell biology and genetics, emphasizing laboratory techniques and research methodologies.
Availability
Location
CanadaAuthorized to work in
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