Oluwatobiloba

ABE, OLUWATOBILOLA

Ukraine | [открыть контакты](см. выше в блоке «контактная информация»)

PROFESSIONAL SUMMARY

Skilled Technical Support Specialist with extensive experience in system administration, hardware
and software troubleshooting, and customer support. Proficient in managing complex technical issues,
ensuring system stability, and enhancing user experience. Strong problem-solving abilities combined
with excellent communication skills.

TECHNICAL SKILLS

• Operating Systems: Windows, Mac, Linux

• Software: Microsoft Office Suite, JavaScript, Java, Active Directory, SCCM

• Network Infrastructure: Setup and Maintenance

• Hardware: Desktops, Laptops, Mobile Devices, Printers

• Customer Service: Issue Resolution, Client Communication

• Tools: Ticketing Systems (Jira), Remote Management

• Microsoft 365

SOFT SKILLS

• Exceptional Communication & Listening
• Proactiveness & Intuition:
• Transparency & Discipline.
• Analytical & Organizational Skills
• Client-Cantered Problem Solving
• Technical Proficiency & Continuous Learning
• Complaint Resolution & Documentation

TECHNICAL SOFTWARE COMPETENCIES

• Operating Systems: Windows, macOS, Linux
• Office Suite: Microsoft Office (Word, Excel, PowerPoint, Outlook), Google Workspace
• Remote Management Tools: TeamViewer, AnyDesk, Remote Desktop Protocol (RDP)
• Ticketing Systems: Jira, Zendesk, ServiceNow
• Networking Tools: Wireshark, Cisco Packet Tracer
• Database Management: MySQL, MongoDB
• Programming Languages: Python, Java (for scripting and automation tasks)
• Security Tools: Norton, McAfee, Windows Defender
• Cloud Platforms: AWS, Azure, Google Cloud
• Virtualization Software: VMware, VirtualBox
PROFESSIONAL EXPERIENCE

Team Lead, I.T Support
July 2023 – Present

• Leading and managing a high-performing IT Support team to ensure optimal performance.

• Effectively managing ticket queues and providing integration support to clients.

• Tracking and triaging incidents, and developing IT policies and procedures for compliance
and security.

• Utilizing monitoring tools like Jira and Time-camp to track performance and document tasks.

• Conducting user training sessions to improve end-users' understanding of IT systems.

• Maintaining accurate documentation for common issues and resolutions.

• Providing excellent customer service by addressing IT concerns and offering timely solutions.

Customer Service Representative
Miles Technologies, United States March 2021 –June 2023

• Administered Unix server configurations remotely, ensuring system security and efficiency.

• Orchestrated and supported large-scale PC deployments remotely, ensuring optimal network
performance.

• Implemented and managed disaster recovery and data backup strategies for critical systems.

• Provided high-level remote technical support, resolving complex hardware and software
issues.

• Facilitated remote cross-functional collaborations for technical solution development.

• Analysed system performance remotely, implementing enhancements for stability and
usability.

• Developed and optimized remote work processes, focusing on automation and efficiency.

• Led remote technical troubleshooting efforts, assisting product and engineering teams.

• Managed remote bug triage and troubleshooting, coordinating with teams for effective
resolution.

• Mentored team members remotely, emphasizing best practices in system management.

• Crafted and maintained comprehensive process documentation for remote service delivery.

• Conducted remote analysis of issue trends, providing detailed reports to stakeholders.
Team Lead, I.T Support

Tek-Experts Nigeria, Lekki, Lagos. Jan 2020- Feb 2021

• Provided remote support for workstations, servers and cloud environments.

• Specialized in diagnosing and resolving complex technical issues, providing Level 2 Support
to end users.

• Effectively managed escalated support tickets, and collaborated with other teams to ensure
timely resolutions.

• Initiated follow-ups of customer requests within requested time frame. • Translated complex
technical issues into digestible language for non-technical users.

• Broke down and evaluated user problems, using test scripts, personal expertise and probing
questions.

IT Service Desk Support Officer

First Bank of Nigeria (Head Office, CMS, Lagos)- April 2018-Dec 2019

• Resolved diverse range of technical issues across multiple systems and applications for
customer and end users across various time zones.

• Collaborated with supervisors to escalate and address customer inquiries or technical issues.

• Used ticketing systems to manage and process support actions and request.

• Researched product and issue resolution tactics to address customer concerns.

• Documented technical issues and solutions to enable tracking history and maintain accurate
logs for future references.

IT Administrator

Debbie Mishael Consulting Limited, Ikeja May 2017-April 2018

• Installed and maintained hardware and computer peripherals to store tangible components.

• Monitored systems in Operation and quickly troubleshoot errors.

• Suggested software and hardware modifications to reduce lag time and improve overall speed.

• Connected to computer of client using remote link to install programs and applications.

EDUCATION
BSc. Computer and Information Sciences
Ekiti State University, Nigeria – 2014

Certifications

• Google IT Support Professional Certificate.
• Free IT Help Desk Training and Tutorials
• Technical Support Fundamental
• IT Help Desk Course for Professionals
• IT Helpdesk Course.