Tosin Adebisi
@tosinadebisi
I am an experienced IT customer service leader optimizing remote technical support and service delivery.
ZimbabweWhat I'm looking for
I am an IT customer service leader with over five years of hybrid remote experience optimizing technical support and IT service delivery. I was promoted to IT Customer Service Team Lead at ICRC after demonstrating operational excellence, leading first- and second-level support across multiple channels and locations.
I drive improvements through reporting, training, process change management and inventory oversight, with hands-on QA and ServiceDesk experience supporting GIFMIS at Hewlett Packard. I hold certifications including ITIL v3 and PRINCE2 and maintain a solutions-oriented, customer-centric approach.
Experience
Work history, roles, and key accomplishments
IT Customer Service Team Lead
Jan 2018 - Nov 2024 (6 years 10 months)
Led a team providing first- and second-level support across phone, email, and chat, standardizing processes and monitoring KPIs to improve service delivery. Drove technology and process transitions, managed inventory and schedules to minimize disruption and ensure uninterrupted operations.
IT Customer Representative II
Aug 2015 - Dec 2017 (2 years 4 months)
Provided first- and second-level customer support across phone, email, and chat, resolving product and account issues and documenting recurring incidents to improve service efficiency.
Apps QA Specialist / ServiceDesk Analyst
Hewlett Packard
Jun 2013 - Jul 2015 (2 years 1 month)
Provided advanced second-level support for Nigeria's Public Finance Management System (GIFMIS), led UAT and QA, and escalated incidents to maintain SLA compliance and minimize downtime.
Education
Degrees, certifications, and relevant coursework
University of Nottingham Malaysia Campus
Master of Science, Electronics Communication and Computer Engineering
Completed a Master of Science in Electronics Communication and Computer Engineering at the University of Nottingham Malaysia Campus.
Covenant University
Bachelor of Science, Computer Engineering
Completed a Bachelor of Science in Computer Engineering at Covenant University in Ogun State, Nigeria.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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