Open to opportunities

olotuah davies omolade

@olotuahdaviesomolade

Application Support Officer and Technical Support Lead, delivering reliable helpdesk solutions, troubleshooting, and escalation management across enterprise systems.

Nigeria

Message

What I'm looking for

I’m looking for a role where I can own application support and helpdesk operations, drive continuous process improvements, and partner with engineering to deliver fast, high-quality fixes with clear SLA compliance.

I’m a customer-focused technical support professional with 5+ years of experience in application support, helpdesk operations, and system troubleshooting across enterprise environments. I support both external clients and internal users, resolving technical issues, tracking escalations to development teams, and maintaining detailed documentation to keep resolutions clear and repeatable.

As a Technical Lead at Tek Experts, I lead a team of 12 Tier 2 Support Engineers and improve case resolution efficiency through optimized workflows and mentoring. I resolve complex issues across third-party hardware and software applications (with 93% customer satisfaction), manage end-to-end escalations with cross-functional and development teams, and streamline internal processes to reduce average case handling time by 20% while maintaining strong SLA compliance.

Experience

Work history, roles, and key accomplishments

Current

Technical Lead

Current

Tek Experts

Mar 2025 - Present (1 year 4 months)

Led a team of 12 Tier 2 Support Engineers, improving case resolution efficiency by 32% through optimized workflows and mentoring. Resolved complex technical issues, maintaining a 93% customer satisfaction rate, and managed high-priority escalations end-to-end with detailed case documentation for continuous improvement.

Tier 2 Support Application Support Helpdesk operations Troubleshooting Escalation Management Workflow Optimization Mentor Technical Documentation Microsoft 365 Teams SharePoint Exchange Online Technical Support Leadership

Technical Support Engineer

Tek Experts

Apr 2023 - Jan 2025 (1 year 9 months)

Provided application and system support via phone and remote tools, diagnosing and resolving user issues in real time across a multi-application environment. Served as the liaison between clients and Tier 3/development teams, ensuring clear escalation communication while maintaining detailed documentation for 100+ support cases monthly with full SLA compliance.

Application Support Helpdesk operations Troubleshooting Microsoft 365 Support Exchange Online SharePoint Teams Microsoft Entra ID Intune Escalation Management Technical Documentation SLA Issue Tracking Team Coordination Microsoft 365 Microsoft Teams Microsoft Intune

Senior Safety Officer

Hitech Construction Company

Jan 2021 - Jan 2022 (1 year)

Conducted inspections and compliance audits using structured tracking and reporting to reduce workplace incidents. Delivered training programs and supporting documentation to help ensure consistent process compliance across teams.

Workplace Safety Compliance Audits Inspections Incident Reduction Training Delivery Documentation Safety Training Reporting

IT Admin

Vetplus Agro Allied Consult

Jan 2017 - Jan 2019 (2 years)

Resolved 90% of customer/user queries on first contact, escalating unresolved technical cases as needed. Managed inventory and order-tracking systems using Excel-based tools to reduce shortages and optimize stock levels, while documenting user interactions to support consistent issue resolution.

Technical Support First Contact Resolutions Escalation Handling Inventory Management Order Tracking Excel Documentation IT Administration Troubleshooting User Support Record keeping

Assistant IT Personnel

Golden Link

Jan 2015 - Jan 2016 (1 year)

Operated data systems and prepared equipment for daily operations, contributing to a 25% improvement in team efficiency. Monitored job performance, maintained incident logs for fast issue resolution, and provided technical support to maintain operational reliability for systems and network users.

Data Systems Technical Support Network Support Reliability Monitoring Troubleshooting System Reliability Equipment

Education

Degrees, certifications, and relevant coursework

Rufus Giwa Polytechnic

Computer Engineering, Computer Engineering

Activities and societies: Microsoft 365 Fundamentals; Project Management; Customer Service & Relationship Management; Human Resources Management; General Health, Safety & Environment.

Completed Computer Engineering education with certifications/coursework in Microsoft 365 Fundamentals, Project Management, Customer Service & Relationship Management, Human Resources Management, and General Health, Safety & Environment.

Rufus Giwa Polytechnic

Computer Engineering

Activities and societies: Microsoft 365 Fundamentals; Project Management; Customer Service & Relationship Management; Human Resources Management; General Health, Safety & Environment

Studied Computer Engineering at Rufus Giwa Polytechnic, Ondo State, with additional coursework in Microsoft 365 Fundamentals, Project Management, Customer Service & Relationship Management, Human Resources Management, and General Health, Safety & Environment.