Yomi.O. Ajayi.
451, Huff st., Lawrenceville, Georgia,30046 | [email protected]|+16153974990
Performance Summary.
Enthusiastic professional seeking to benefit a firm with complex technical knowledge and strong time
management skills. Skilled at building rapport with diverse individuals while handling complex technical
issues.
Education.
DIPLOMA | 2012 | THE CHARTERED INSTITUTE OF PROJECT MANAGERS, GHANA
· Certified Project Manager.
BACHELORS|2010| UNAD.
· B.Eng., Electrical/Electronic Engineering.
CERTIFICATION.
· CompTIA A+(In View).
SUMMARY OF SKILLS & ABILITY.
Strong leadershipand time management skills.
Excellent ticketing system knowledge.
Exceptional customer service orientation with strong oral, written and telephone communication
skills.
Exceptional logical, analytical troubleshooting and problem-solving skills.
Strong technical knowledge of MS operating systems, MS Office applications, and PC peripherals.
Excellent understanding of TCP/IP, DNS, DHCP.
Experienced working with Software deployment and inventory tools.
Quick Learner with a proven ability to learn new and changing technologies
Multi-tasker with the ability to prioritize in a fast paced, dynamic work environment.
Ability to explain technical terms and solutions to technical and non-technical customers.
Strong hardware and software installation and support skills.
EMR knowledge.
Call Center Experience.
Experience.
Customer TechnicalSupport|NET-IT Technologies. |July 2018-Present.
Provide basic-level support for Microsoft Active Directory (AD).
Responding to incoming support incidents in timely manner (phone, chat, email)
Identifying potential outage and communicate the info in timely manner.
Responding to customers inquiries regarding products and services offered.
Carrying out software installation, upgrades and deployment (via open source software’s).
Providing basic-level support for Microsoft Office suite.
Following up on technical cases including proper escalation and management of the case until case
closure.
Preparing resolution content for internal/external customers via logs and reports.
Providing escalated technical assistance and support for incoming queries and issues related tocomputer
systems, software, and hardware.
CustomerTechnical Support |IHS Towers International. |January 2016 –May2017.
• Working closely with several teams to correctly resolve customer issues escalated by tier-1/2 support
agents.
• Acted as a tier 3 support to escalated customer issues and offerappropriate resolution.
• Providing detailed issues facing Customers and contractors to the appropriate departmentvia tickets.
• Maintaining confidentiality and discretion when working with sensitive documents and company
information.
• Continuously striving to reduce RCR and increase PRR above 80% by providing the best resolution at first
point of contact.
• Maintaining a consult rate of above 80% weekly.
• Providing phone and chat support to project teams and internal customers.
• Monitor and track the prompt delivery of requested operational materials.
Field Service Technician. | IHS Towers International. | Project:Co-location. | May 2012 – June
2015.
• Infrastructure maintenance for CPE and End-users machines.
• Alarm system integration and maintenance.
• Software Installation and update for equipment’s and End-users machines.
• Assembling, modifying and troubleshooting infrastructural units via provided schematics, blueprints and
wiring lists.
• Site equipment’s commissioning.
• Performed administrative functions, creating user and groups, setting up user account, password reset
and administered group policies via Active Directory.
• Provided tier-1 Phone and E-mail support to on-site technicians and contractors.
• Ensured all request for services and incident are logged/updated, addressed/resolved andfollowed up.
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Support Technician. | Texfield-BSG Werkhaus (A Consortium to Nokia Siemens Network) . |
Project: NSN/EMTS Rollout. |January 2010 – March 2012.
• Installed, configured and upgraded customer premises equip./computers software’s.
• Enters and maintains accurate detailed information regarding end-user’s issues and resolutions.
• Using Pathloss to plot LOS survey results and recommend antenna height to operators.
• Provided tier-1 Phone and E-mail support to on-site technicians, end-users and operatorsseeking
assistance on technical issues.
• Updatedservice, incident and installation report via tickets, logs and records.
• Conducted radio swap out and reconfiguration on operator’ equipment’s.
• Installed firewalls, virus software, and removed Spyware/Malware.
• Tracking outstanding tickets, working closely with Tier II Technician to ensure all problems are resolved
in a timely manner.
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