Open to opportunities

Olamide Adelugba

@olamideadelugba

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Detail-oriented IT Support Specialist with 5+ years of experience.

Nigeria

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What I'm looking for

I seek a role that fosters growth, values collaboration, and challenges my technical skills.

I am a detail-oriented and solutions-driven IT Support Specialist with over five years of hands-on experience in delivering exceptional technical and customer support for Microsoft and telecom-based platforms. My expertise lies in troubleshooting complex issues, providing end-user guidance, and managing Microsoft 365 environments, all while ensuring system compliance. As a CCNA certified professional, I possess a solid foundation in networking, software support, and incident resolution.

Throughout my career, I have demonstrated a passion for using my technical knowledge and interpersonal skills to solve problems, support business operations, and enhance user satisfaction. In my current role as a Customer Support Advocate at Tek Experts, I provide technical support for Windows and Microsoft 365 services, maintaining a customer satisfaction rate of over 95%. My previous experience as a Compliance Officer at Airtel Nigeria allowed me to significantly reduce SIM-swap rejection rates by improving documentation processes, showcasing my ability to drive operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Advocate (Microsoft)

Current

Tek Experts

May 2022 - Present (3 years 1 month)

Provided technical support for Windows and Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint. Troubleshot user issues, analyzed logs, and guided users to resolution across email and phone channels.

Outlook Teams SharePoint)Troubleshooting Customer Support Log Analysis Technical Support

Compliance Officer

Outcess Solutions

Jan 2018 - Mar 2021 (3 years 2 months)

Reviewed over 150 SIM-swap requests daily to meet NCC compliance, reducing the SIM-swap rejection rate by 25% through improved agent documentation processes. Liaised with field agents to ensure quality submissions and adherence to telecom standards.

Compliance Documentation Process Improvement Quality Assurance

Contact Center Representative

GOTV Nigeria

Jan 2016 - Dec 2016 (11 months)

Handled high-volume customer inquiries and service escalations with over 90% resolution success. Captured user feedback to guide service improvements and product feature updates.

Customer Service Customer Feedback Product Development Communication

Classroom Teacher

Royal Heritage Group of Schools

Jan 2016 - Dec 2016 (11 months)

Provided science education and administrative assistance to school leadership. Maintained accurate student records and implemented interactive teaching strategies.

Science education Administrative Support Classroom Management

Classroom Teacher (NYSC)

Government Science Secondary School

Jan 2015 - Dec 2015 (11 months)

Taught core science courses and engaged students in extracurricular activities. Managed lesson plans and fulfilled civic assignments as required by the NYSC program.

Lesson planning Extracurricular Activities Student Engagement Civic Duty

Lab Intern

LAUTECH Teaching Hospital

Jan 2012 - Dec 2012 (11 months)

Collected and documented blood samples under clinical supervision. Assisted in daily lab operations and adhered to medical safety protocols.

Documentation Medical Safety Protocols

Education

Degrees, certifications, and relevant coursework

Osun State University

Bachelor of Science, Microbiology

Obtained a Bachelor of Science degree in Microbiology. The program provided a comprehensive understanding of microbial life, including their structure, function, and impact on various environments. This education laid a strong foundation in scientific principles and laboratory techniques.

Interim Joint Matriculation Board

A-Level, General Studies

Completed the Interim Joint Matriculation Board (IJMB) program, which is an advanced-level examination. This program prepared for university admission by providing in-depth knowledge in various subjects.

WAEC

Secondary School Certificate, General Studies

Obtained the West African Examinations Council (WAEC) Secondary School Certificate. This certificate signifies the completion of secondary education and proficiency in various subjects.