Oni-Kayode Dotun

Provided technical and operational support to 30+ employees across leadership, HR, compliance, accounting, and operations, resolving 95% of issues within the same day. Managed 10+ daily support tickets, coordinated with ISPs during network outages, and delivered SOPs and troubleshooting documentation to improve issue resolution speed and operational efficiency.

Handled high-volume customer inquiries for flight bookings, cancellations, ticket exchanges, refunds, and itinerary changes for U.S.-based customers. Resolved booking discrepancies and payment/refund-related issues with strong case ownership, maintaining fast email/chat support and resolving 95% of cases within 48 hours across SaaS support environments.

Delivered Tier 1 technical support to remote clients across cloud applications and 30+ CMS platforms, resolving ~95% of technical issues within 48 hours. Diagnosed and resolved user access, email, and website errors, implemented backup and recovery procedures, and recommended workflow improvements to prevent incidents and reduce downtime.

Supported daily IT operations by resolving hardware, software, CMS, and user access issues across internal teams. Managed Google Workspace accounts and permissions, proactively monitored systems to resolve issues before escalation, and improved operational stability with backup management, cybersecurity monitoring support, and troubleshooting documentation.

Provided digital operations support by troubleshooting software issues, managing updates, and coordinating with vendors to maintain operational continuity. Maintained troubleshooting logs and support documentation to improve issue tracking and process consistency.

Earned a BEng in Civil Engineering from the Federal University of Technology, Akure.