Summary
Overview
Work History
Education
Skills
Certification
Reference
Timeline
Generic

Abiola Olufemi

Dublin

Summary

Dedicated IT support professional with expertise in customer service and technical troubleshooting. Proficient in using ServiceNow, Zendesk, and various ticketing systems to manage incidents and fulfill requests efficiently. Strong communication skills and a team player mindset enhance collaboration across departments. Skilled in desktop troubleshooting, computer networking, and Microsoft Office 365 applications. Committed to leveraging technical skills to improve service delivery and support organizational goals.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Service Desk Analyst

Vantage
Dublin
11.2022 - 02.2025
  • Provided first-line diagnosis of incidents and service requests to implement solutions.
  • Demonstrated strong technical knowledge and expertise in troubleshooting hardware and software issues
  • Helped identify recurring faults and proposed long-term solutions for improvement.
  • Tracked and logged all service desk tickets using specific software tools, improving response times.
  • Collaborated closely with cross-functional teams in order to streamline processes and workflows.
  • Communicated complex technical information clearly, enhancing user understanding of issues.
  • Established positive working relationships through excellent communication skills.
  • Delivered efficient solutions to technical problems, boosting user satisfaction rates.
  • Managed customer support cases from initial report through to resolution.

Technical Support Analyst

Name Domain
Dublin
06.2020 - 05.2022
  • Provided quick solutions to clients' technical inquiries, enhancing customer relationship management.
  • Maintained documentation of tech support queries for future reference.
  • Created knowledge base with common tech issues and their resolutions.
  • Enhanced user experience by troubleshooting and resolving technical issues effectively.
  • Trained end users, increasing their understanding of complex IT processes.
  • Managed ticketing system, improving customer satisfaction rate.
  • Communicated complicated concepts to customers with varying levels of technical understanding in non-patronizing manner.
  • Logged and followed-up on unresolved issues and edge cases not covered by internal resources.

Customer Support Specialist

BT
Dublin
10.2018 - 04.2020
  • Managed inbound calls for a seamless customer experience.
  • Delivered an exceptional level of service to each customer by listening to concerns and answering questions
  • Resolved product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem while producing excellent customer service
  • Expedited correction or adjustment while managing and updating customer's account; following up to ensure resolution
  • Improved customer satisfaction ratings by 20% through effective communication and problem-solving skills
  • Fostered positive relationships with customers using empathetic communication skills.
  • Delivered excellent service with timely problem resolution.
  • Coordinated with other departments to resolve cross-functional issues.
  • Boosted customer satisfaction by resolving complex queries swiftly.
  • Deescalated tense situations tactfully, maintaining professionalism at all times.

Education

Bachelor of Business Administration - Marketing

LeadCity University

Skills

  • Customer and IT support
  • Team player
  • Communication Skill
  • Excel
  • Computer Networking
  • ServiceNow
  • Zendesk
  • Google Workspace
  • Microsoft Teams
  • Desktop troubleshooting
  • Microsoft Office 365
  • Incident management
  • Request fulfilment
  • Ticketing system proficiency

Certification

  • QQI Level 4, Information Technology and Communications skills
  • QQI Level 5, Customer Service Specialist
  • Google Cyber Security Certificate

Reference

Reference available upon request.

Timeline

Service Desk Analyst

Vantage
11.2022 - 02.2025

Technical Support Analyst

Name Domain
06.2020 - 05.2022

Customer Support Specialist

BT
10.2018 - 04.2020

Bachelor of Business Administration - Marketing

LeadCity University

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Abiola Olufemi