Oluwatobi Ogunlade
@oluwatobiogunlade1
Technical Support Engineer at DLA PIPER who improved SIEM alert triage time by 35% and implemented SSO integrations.
United StatesWhat I'm looking for
At DLA PIPER, I resolve Tier 1 and Tier 2 incidents across authentication, endpoints, networks, and applications, maintaining 99.99% SLA attainment and a 10/10 customer-satisfaction score. I also implemented SSO integrations using SAML and OIDC and documented SIEM investigation steps, reducing time to triage by 35%.
At R1 RCM, I supported more than 100 employees or customers across devices, accounts, VPN, and productivity applications. I identified recurring issues in ticket data and proposed improvements that reduced avoidable requests by 65%.
At the SOCIAL SECURITY ADMINISTRATION (SSA), I provided first-contact support and turned solutions into knowledge-base articles and user guides. I’m targeting a customer-focused technical support role where reliable incident resolution and cross-functional collaboration matter.
Experience
Work history, roles, and key accomplishments
Resolved Tier 1 and Tier 2 incidents in ServiceNow, maintaining 99.99% SLA attainment and a 10/10 customer-satisfaction score. Diagnosed authentication, SSO, MFA, email, endpoint, network, and application issues, and owned escalations through resolution.
Provided multi-channel support to 100+ employees or customers through email, chat, phone, and remote sessions, documenting every interaction in the ticketing system. Troubleshot Windows and macOS devices, VPN, printers, conferencing tools, and network connectivity issues.
Help Desk Technician
Social Security Administration
Feb 2021 - Apr 2023 (2 years 2 months)
Delivered first-contact technical support for software, account, and device issues while following service procedures, privacy requirements, and escalation paths. Escalated reproducible defects with clear business impact, environment details, screenshots, logs, and steps to reproduce.
Education
Degrees, certifications, and relevant coursework
Crawford University
Bachelor of Science, Computer Science
Bachelor of Science in Computer Science from Crawford University.
Microsoft
Microsoft Certified Solutions Associate, Information Technology
Microsoft Certified Solutions Associate (MCSA) certification.
Microsoft
Microsoft Certified Professional, Information Technology
Microsoft Certified Professional (MCP) certification.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
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