Open to opportunities

Ayodeji Ojo

@ayodejiojo

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Accomplished Technical Support Specialist with leadership experience.

United States

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What I'm looking for

I am looking for a role that values collaboration, offers growth opportunities, and allows me to leverage my technical expertise to enhance customer satisfaction.

I am an accomplished Technical Support Specialist with a proven track record in managing and resolving complex technical issues. My experience includes leading a 33-member technical support team at Lenovo, where I ensured high customer satisfaction and efficient issue resolution. I excel in handling escalations and collaborating with stakeholders to optimize IT support operations, driving KPI performance and implementing process improvements.

Throughout my career, I have developed a strong skill set in remote support, multi-platform troubleshooting, and customer service excellence. My certifications, including CompTIA A+, Network+, and Security+, along with my ITIL v4 certification, underscore my commitment to maintaining high standards in technical support. I am passionate about mentoring team members and fostering a culture of continuous improvement.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

Lenovo

May 2018 - Dec 2024 (6 years 7 months)

Led a 33-member technical support team, ensuring high customer satisfaction and issue resolution efficiency. Managed executive escalations and provided technical expertise for Lenovo hardware and software. Monitored team performance to meet KPIs and supported the technical support manager in operations.

Technical Troubleshooting Customer Support Team Leadership Multi Platform Administration Performance Management Data Analysis

Technical Support L1

Lenovo

Jan 2015 - May 2018 (3 years 4 months)

Provided first-line technical support, diagnosing and resolving hardware/software issues. Assisted field technicians and trained new employees on PC architecture and troubleshooting techniques.

Technical Troubleshooting Customer Support Training Support Software Team Collaboration Problem Solving

Customer Service Executive

Scicom (MSC) Bhd

Jan 2014 - Jan 2015 (1 year)

Assisted customers with flight bookings and cancellations, resolving concerns related to flight scheduling and travel documentation.

Customer Support Problem Solving Communication Conflict Resolution Documentation

Technical Support L1

Scicom (MSC) Bhd

Apr 2013 - Apr 2014 (11 months)

Provided remote technical support via email for hardware and software troubleshooting, maintaining detailed customer logs and assisting with complex billing queries.

Technical Troubleshooting Email Support Problem Solving

Duty Manager

Scicom (MSC) Bhd

Jan 2013 - Apr 2013 (3 months)

Managed technical support teams and oversaw customer service operations, diagnosing and resolving technical issues to ensure minimal service disruptions.

Team Management Technical Troubleshooting Customer Service Operations Management

Customer Service Executive

Scicom (MSC) Bhd

Mar 2011 - Jan 2013 (1 year 10 months)

Supervised service teams, monitored call quality, and resolved customer complaints while coordinating service-level agreements.

Customer Service Scheduling

Service Desk IT Administrator

NLNG Nigeria

Mar 2010 - Aug 2010 (5 months)

Provided IT support for hardware and software issues, managed network server data analysis, and maintained service desk operations under SLA guidelines.

IT Support Support Software Data Analysis SLA Management

Education

Degrees, certifications, and relevant coursework

Infrastructure University Kuala Lumpur

Bachelor of Science, Information Technology

2007 - 2011

Grade: 4.0

Activities and societies: Conducted a project on Intrusion Detection in Wireless Networks using Honeypots, focusing on security measures to detect unauthorized access.

Completed a Bachelor of Science in Information Technology with a focus on Networking. Developed a strong foundation in IT principles, networking protocols, and system administration. Achieved a GPA of 4.0, demonstrating academic excellence and a commitment to mastering the subject matter.