Open to opportunities

Shade Ayekun

@shadeayekun

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

Canada

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What I'm looking for

I am looking for a remote role that values customer service and technical expertise, offering opportunities for growth and development.

I am an IT Support Professional with over 15 years of relevant education and more than 5 years of customer service experience. My expertise lies in troubleshooting technical issues and providing exceptional support to clients, which has contributed significantly to the growth of my previous employers. I thrive in environments where I can utilize my problem-solving skills to assist customers effectively.

Throughout my career, I have held various roles, including Real-Time Analyst and Customer Service Representative, where I managed service levels and ensured compliance with quality standards. My technical skills encompass a wide range of areas, including Windows and macOS support, cloud technology, and network troubleshooting. I am passionate about delivering high-quality service and continuously improving processes to enhance customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Real-Time Analyst

Current

NTT Data

Sep 2015 - Present (9 years 10 months)

Managed intraday service levels and monitored real-time adherence for call center agents. Processed call center agent schedules and shift swap changes, updating schedules with SNOW ticketing.

ServiceNow Monitoring Scheduling Ticketing Systems Data Entry

Computer Technician

Kelly Services for IBM

Aug 2015 - Present (9 years 11 months)

Provided IMAC services for computer hardware and software, assisting in troubleshooting and resolving technical issues for enterprise users. Conducted hardware diagnostics and repairs, and installed operating systems and business applications.

Technical Diagnostics Installation Troubleshooting Operating System

Customer Service Representative

NTT Data

Dec 2013 - Present (11 years 7 months)

Maintained customer records and handled incoming customer calls, troubleshooting technical and account-related concerns. Assisted with call escalation procedures and trained new agents on call center protocols.

Customer Service Technical Troubleshooting Customer Escalation Training Quality Assurance

Technical Support Representative

Transcom Worldwide Inc

Oct 2012 - Present (12 years 9 months)

Delivered technical support via phone and email, assisting customers with troubleshooting hardware, software, and network-related issues. Maintained accurate documentation of customer interactions and guided customers through troubleshooting steps.

Technical Support Troubleshooting Hardware Support Software

Assistant System Administrator

SideFX

Jul 2011 - Present (14 years)

Provided preventative maintenance, emergency repair, and system updates for Windows, Linux, and Mac OS X operating systems. Managed user accounts, permissions, and access controls, and troubleshot network connectivity issues.

System Administration

Technical Support Assistant

Jacobs

Apr 2011 - Present (14 years 3 months)

Set up new computers and software installations for employees, providing help desk support for hardware and software issues. Used SCCM for system imaging and Maximo Enterprise Suite for inventory tracking, ensuring compliance with IT security policies.

Help Desk Support SCCM Maximo Security IT Security Installation

Education

Degrees, certifications, and relevant coursework

University of Benin

B.Sc. in Computer Science, Computer Science

Completed a comprehensive Bachelor of Science program focusing on core computer science principles. Gained expertise in various aspects of computing, preparing for a career in technology.

Kwara State Polytechnic

Diploma in Computer Science, Computer Science

Obtained a Diploma in Computer Science, building foundational knowledge in computing. Developed practical skills essential for IT support and technical roles.

CNI – Computer Network Institute

Certified Networking Professional, Networking

Achieved certification as a Networking Professional, demonstrating proficiency in network concepts and administration. Enhanced skills in managing and troubleshooting network infrastructures.

Ashfield Computer Training College

PC Maintenance Specialist, PC Maintenance

Completed training as a PC Maintenance Specialist, acquiring skills in computer hardware and software maintenance. Focused on diagnosing and resolving technical issues efficiently.

ITTW - Information Technology Training for Women, Microskills

Network Administration, Network Administration

Undertook training in Network Administration, gaining knowledge in managing and maintaining network systems. Developed skills crucial for effective IT support and infrastructure management.