Open to opportunities

sunday aadebayo

@sundayaadebayo

Customer Service Representative and IT Support professional, focused on improving and delivering customer service and IT system supports.

Nigeria

Message

What I'm looking for

I’m looking for a role combining reliable IT support with Customer Relationship Management—using Zoho and strong user training to improve uptime, resolve issues fast, and strengthen retention through better customer experience.

I’m a Customer Service Representative and a Senior IT Support professional focused on improving user experience, operational efficiency, and customer satisfaction. I’ve supported internal and external users, troubleshot issues, educate and promote products to customers and helped organizations run smoothly through reliable systems support.

My customer service work includes supporting customers via phone through the use of Avaya, Zendesk and Connex cloud base software. I resolve both inbound and outbound customer communications via calls, email, and messaging platforms, providing professional and timely support. Investigated and ensured resolution of customer complaints, achieving a 95% first-level resolution rate before issues escalated to the public, social media handles or management. I educate customers on new products, promotions, and policies through proactive outbound calls and inbound calls and also call existing customers to provide order updates, service reminders, promotional offers, and follow up support to improve customer engagement and retention.

Beyond my customer support work, my technical abilities includes improving system efficiency by sourcing and procuring devices from OEMs, supporting deployments across multiple locations, and installing Windows Server 2022 to enhance support and training. I’ve also configured and troubleshot routers, switches, and firewalls, overseen updates and upgrades, and maintained a 99% uptime environment. I’m ready to combine my IT reliability with Customer Relationship Management to drive better retention and service outcomes.

Experience

Work history, roles, and key accomplishments

IT Support

GoldplatesFeastHouse

Jan 2021 - Jan 2026 (5 years)

Led all IT operations, providing timely and effective technical support across departments while maintaining 99% uptime. Configured and troubleshot routers, switches, and firewalls, handled system updates/patches, implemented cybersecurity measures, managed backups and disaster recovery readiness, and trained staff while supporting Zoho CRM.

IT Operations Network Administration Routers Switch Firewalls system updates Cybersecurity Backup Disaster Recovery Staff Training Zoho CRM CCNA

Banking Associate – IT

PolarisBankLimited

Jan 2018 - Jan 2021 (3 years)

Administered computer systems and provided Tier 2 IT support for branch operations. Managed servers and backups for business continuity and supported ATM systems, network administration (LAN/WAN, routers, switches, firewalls), and issue troubleshooting to reduce downtime.

Server Administration Backup Business Continuity ATM Troubleshooting LAN WAN Routers Switch Firewalls Network Troubleshooting Systems And Network Administration

Service Executive (Teller)

FirstBankofNigeriaLimited

Jan 2017 - Jan 2019 (2 years)

Processed customer transactions such as deposits and withdrawals while maintaining strict compliance with banking standards. Supported customer service operations including ATM card issuance and troubleshooting, and also handled telecoms installation, VoIP configurations, software installation, cloud backup management, web/content work, and ICT training and user support.

Customer Service Banking Compliance ATM Card Support ATM Troubleshooting VoIP Installation Software Configuration Cloud Management Web Design Content Management User Support

ICT Consultant / Instructor

AvinusTechnology

Jan 2013 - Jan 2015 (2 years)

Developed ICT training materials and delivered ICT workshops and professional certification training for schools and corporate clients. Designed and maintained websites and managed client social media and web content updates using Microsoft Office and creative/design tools.

Workshop Facilitation Website Design Website Maintenance Microsoft Office Word PowerPoint Adobe Photoshop CorelDraw Social Media & Content Management MCSE

Senior IT Support

Federal Polytechnic, Offa

Jan 2010 - Jan 2012 (2 years)

Provided technical support to staff for internal and external users, including remote setup of Zoho mail and redesign of ID card and email signatures. Supported deployment of Zoho Recruit and Zoho People, managed user accounts and access controls, and installed Windows Server 2022 to improve system efficiency.