Open to opportunities

Lafayette Dolo

@lafayettedolo

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Experienced IT Support Specialist focused on delivering exceptional customer service.

United States

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What I'm looking for

I am looking for a role that values teamwork and offers opportunities for professional growth while allowing me to leverage my technical skills to enhance user experiences.

I am an experienced IT Support Specialist with a strong background in corporate environments, dedicated to resolving escalated tickets and providing top-tier support for Windows 10/11 and mobile devices. My expertise includes managing Office365 and Active Directory, ensuring seamless user experiences and efficient solutions.

Throughout my career, I have demonstrated my ability to multitask and adapt to various challenges. I have successfully managed onboarding and offboarding processes for over 400 employees, integrated SSO solutions, and provided ongoing user training. My commitment to exceptional customer service has resulted in high satisfaction levels and improved client retention.

With a focus on continuous improvement, I regularly monitor server health, support system upgrades, and contribute to knowledge sharing within my teams. I am passionate about leveraging technology to enhance operational efficiency and user experience.

Experience

Work history, roles, and key accomplishments

Current

Help Desk Technician

Current

AiRcare Health

Oct 2024 - Present (8 months)

Installed, configured, and maintained hardware and software, including Office 365 and business-specific applications. Managed user lifecycle processes in Active Directory and Azure AD, including account provisioning, permissions, and deactivation.

Office 365 Active Directory Azure AD Microsoft Teams RingCentral VPN

Support Specialist II

Robert Half

Mar 2024 - Present (1 year 3 months)

Provided advanced technical support for a large corporate enterprise, resolving escalated support tickets with high efficiency. Managed and maintained Office365 and Active Directory environments, ensuring secure and seamless access for users.

Office 365 Active Directory SSO Customer Service Technical Support

Dynamics CRM Developer

CyberCultures Solutions

Oct 2021 - Present (3 years 8 months)

Provided expert technical guidance on secure access to over 2000 customers, increasing client retention by 15%. Developed and implemented a comprehensive troubleshooting guide for access-related issues, reducing resolution time by 25%.

Technical Support Troubleshooting Customer Service Access Management Customer Retention Documentation Problem Solving

Technical Support

Apple

Feb 2017 - Present (8 years 4 months)

Provided expert technical guidance on secure access to over 2000 customers, resulting in a notable 15% increase in client retention. Developed and implemented a comprehensive troubleshooting guide for access-related issues, reducing resolution time by 25%.

Technical Support Customer Service Troubleshooting Access Management Customer Retention Problem Solving Communication

Assistant Manager

Pacific Sunwear of California

Jun 2015 - Present (10 years)

Orchestrated the optimization of store operations, leading to a substantial 20% increase in sales revenue within the first quarter. Implemented innovative inventory management strategies that successfully curtailed stock loss by 15%, enhancing profitability.

Sales Revenue Inventory Management Staff Training Customer Service Strategic Planning

Education

Degrees, certifications, and relevant coursework

North Central University

Bachelor of Science, Computer Science

Currently pursuing a Bachelor of Science in Computer Science. The curriculum covers fundamental concepts in computer science, including programming, data structures, and algorithms. This program is designed to provide a strong foundation for a career in technology.