Open to opportunities

Oladayo Akorede

@oladayoakorede1

I resolve high-volume IT support issues and improve customer experiences.

I'm supporting 100+ users at Hikma Pharmaceuticals through phone, email, remote, and in-person technical assistance, maintaining 95% first-contact resolution for common incidents and 100% ServiceNow documentation compliance.

Previously, I managed 500+ monthly support requests at L'Oréal and delivered 90%+ first-call resolution for account, software, and troubleshooting needs. Across Hikma Pharmaceuticals, L'Oréal, and Home Depot, I've built strong client relationships while resolving incidents, meeting SLAs, and communicating clearly with users at every technical level.

Experience

Work history, roles, and key accomplishments

Current

Desktop Support Specialist

Current

Hikma Pharmaceuticals

Oct 2023 - Present (2 years 10 months)

Provide customer and technical support through phone, email, remote tools, and in-person assistance. Support 100+ users with account access, application, and system issues, achieving a 95% first-contact resolution rate for common incidents.

ServiceNow Customer Support Troubleshooting Documentation

Client Service Specialist (IT Support)

L'Oréal

Jul 2022 - Oct 2023 (1 year 3 months)

Delivered responsive customer and technical support while maintaining a positive user experience. Managed and tracked 500+ monthly support requests, ensuring timely resolution and adherence to service-level agreements.

Account Management Software support Troubleshooting Customer Service

Technology Support Specialist

Home Depot

Jan 2022 - Jun 2022 (5 months)

Responded to 20–25 support requests daily, assisting users with account access and technical issues using Avaya. Managed support requests and followed up to ensure successful resolution.

Avaya Customer Service Troubleshooting Issue Resolution