Looking for a job

Dayo Ololade

@dayoololade

Message

I resolve escalated IT issues and manage secure access for 1,000+ users.

United States

Message

What I'm looking for

I’m seeking an IT support role where I can apply my technical troubleshooting and user-access administration experience while continuing to grow within a technology-driven organization.

At Transworld Systems Inc., I delivered Tier 2 and Tier 3 support for escalated access, network, software, and security issues. I resolved approximately 85% of escalations without further handoff.

I administered accounts for 1,000+ users through Active Directory and Azure AD, handling password resets, MFA, group membership, provisioning, and deprovisioning with zero access-related compliance violations.

I supervised 8–15 helpdesk technicians, assigned and reviewed 40–70 daily ServiceNow tickets, and maintained up to 98% SLA compliance. Weekly coaching improved troubleshooting accuracy and first-call resolution rates by 20%.

I bring high-volume customer service experience, practical PC troubleshooting, Windows Server and Active Directory lab work, and hands-on ticketing workflows. I’m focused on keeping users productive through clear communication, careful documentation, and calm de-escalation.

Experience

Work history, roles, and key accomplishments

Helpdesk Specialist

Transworld Systems Inc.

Jul 2023 - Nov 2025 (2 years 4 months)

Supervised helpdesk technicians, managed 40-70 daily tickets in ServiceNow, and delivered Tier 2/3 support for escalated issues. Administered accounts for 1,000+ users via Active Directory and Azure AD, achieving high SLA compliance and zero access-related compliance violations.

ServiceNow Active Directory Azure AD MFA Troubleshooting SLA Compliance Team Leadership User Training

Customer Service Representative

Transworld Systems Inc.

Jul 2021 - Nov 2023 (2 years 4 months)

Handled 300+ customer calls daily, addressing billing inquiries and resolving disputes. Utilized digital systems for documentation and payment processing, and applied de-escalation techniques to reduce escalations by 30%.

Customer Service De escalation Conflict Resolution Payment Processing Documentation ITIL

Education

Degrees, certifications, and relevant coursework

Merit America

Google IT Support Professional Certificate, Information Technology

Activities and societies: Completed hands-on coursework covering Microsoft 365, Windows 10, Spiceworks ticketing system, and fundamental cloud concepts.

Completed the Google IT Support Professional Certificate, covering troubleshooting, customer support, networking, operating systems, systems administration, and security.