Ayodeji Ojo
Technical Support Specialist
Kuala Lumpur
Summary
Accomplished executive highly capable, efficient, and accomplished executive with a proven ability to plan, co-ordinate, develop and manage technical support operations. Have led key initiatives to efficiently run Lenovo ANZ operations as a Pod Lead for the commercial Team. Also instrumental in handling and resolving executive escalations, high level negotiations with stakeholders and successfully providing a sophisticated support to customers resulting in excellent customer satisfaction. Self-motivated leader, able to build highly motivated support executive members focused on achieving individual and organization targets and aspirations. Up to-date with changes in the industry through continuing professional development.
Overview
12
12
years of professional experience
17
17
years of post-secondary education
Work History
Technical Specialist - Lenovo
Scicom (MSC) Bhd(597426-H)
Kuala lumpur
04.2015 - 04.2018
- Resolution of product or service-related escalations by understanding and clarifying customer's complaint
- Gather customer and technology information to determine technical support level; escalate calls to appropriate support level as necessary
- Established patterns to reoccurring issues and provides input to development teams
- Manager call handling, managing irate clients, raising escalations through administrative channels for resolution provision
- Provide full time back up for the technical support manager in areas of team management, handling challenging clients, escalations handling, team service level management and customer experience survey
- Keep customers informed of progress during issue life cycle and make follow-up calls or communications in a timely manner
- Assist team members and provide support and solutions to customer queries to meet company objectives
- Maintain updated knowledge of company products and services to better provide customer support and service solutions
- Driving the Team KPI’s to achieve set targets from management while maintaining a high morale in the Team.
Technical Support L1 - Lenovo
01.2015 - 01.2018
- Troubleshoot - computer hardware and software issues, installation, configuration and replacing of faulty parts in-house
- Provide resolutions to customers for Lenovo hardware and software applications
- Provide first-level technical support to end-users on proprietary software and applications including installation, basic usage, and appropriate service level to warranty
- Handling irate clients, understanding the issue they are faced and provide solutions to their challenges with the combination of high-level soft skill and technical skills
- Identify issue from information provided by client, diagnose by implementing technical knowledge and methodologies to resolve the issue reported
- Provide backup to Level 2 technical team for critical hardware and software faults
- Assisting field technician’s onsite at client’s location to resolve issue during machine repair by guiding them on how the machine is opened, troubleshoot steps and replacement of parts to ensure issue is resolved
- Adept training on advanced PC architecture, parts identification, and replacement procedures
- An extensive training on the complete range of commercial products for Lenovo such as high-end workstations and think stations used by large co-operations for high end computer transactions
- Training new employees on PC architecture, diagnostics, trouble-shooting techniques to provide optimum service to Lenovo clients.
Customer Service – Executive (AirAsiax Project)
Scicom (MSC) Bhd(597426-H)
Kuala lumpur
01.2014 - 01.2015
- Booking of flights, issuing of boarding passes, allocating seat, assisting with reschedule passengers affected by flight interruptions or cancellations
- Assisting passenger with flight bookings information, add-ons and flight cancellation inquires
- Advising passengers about restrictions on luggage
- Providing passengers with self-service check-in information
- Providing Passengers answers to inquiries regarding airline and travel documentation
- Manage passenger baggage processing including handling and fee calculation if applicable
- Dealing with passenger enquiries about flight departures and arrivals
- Assist passengers as needed through arrival and check-in inqury processes including support for passengers with special requirements such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival
- Calming and reassuring nervous passengers
- Provide passenger information where to get work-related documentation when required
- Confirm travel reservations and itineraries, guide passenger on flight check-ins, and how to print tickets using a point-of-sale system.
Technical Support – (Blinkbox UK Project)
Scicom (MSC) Bhd(597426-H)
Kuala Lumpur
04.2013 - 04.2014
- (Support)( Blinkbox, Responds to requests for technical assistance through email
- Diagnoses technical hardware and software issues and recommends appropriate solution
- Follows a standard set of procedures when responding to customer requests or inquiries
- Conducts research on questions using available information resources
- Keeps a detailed log of all customer interactions and prepares activity reports, Assisting Inside Sales team in handling post sales tasks, particularly corporate data products, that includes
- Sales related service issues or complaints
- Relocation request
- New line/new VAS applications
- Special projects/assignments
- Complex billing queries
- Taking on credit management cases within BizSales segment customers
- Service transfer and maintaining/tracking revenue movement
- Termination request (with no salvage requirement)
Duty Manager -(Singtel Mobile Project)
Scicom (MSC) Bhd(597426-H)
Kuala Lumpur
01.2013 - 04.2013
- Responsibilities:
- Responding to requests for technical assistance through email
- Diagnosing technical hardware and software issues and recommends appropriate solution
- Following a standard set of procedures when responding to customer requests or inquiries
- Conduct research on questions using available information resources
- Keeping detailed logs of all customer interactions and often preparing activity reports
Customer Service-Executive(Singtel Mobile Project)
Scicom (MSC) Bhd(597426-H)
Kuala Lumpur
03.2011 - 01.2013
- Scicom (MSC) Berhad (Singtel Mobile Communication project) 25th Floor, Menara TA One, Oversee and guide all activities of the Service team
- Coordinate SLA creations
- (through Interaction with the team)
- Schedule shifts, short breaks and meal breaks
- Monitor incoming calls, assist with New staff onboarding buddy
- Ensure team follows best practices and maintain service level agreements
- Monitor Team issues and client complaints
- Responsible for planning, directing, and overseeing the operations and fiscal health of the Team
- Suggest problem management and service improvement plans
- Ensure customer/business, client, support, technical parties are represented in the definition and evolution of services
- Overseeing operations, including maintenance, cleanliness, and efficiency
- Scicom (MSC) Berhad (Singtel Mobile Communication project) 25th Floor, Menara TA One
Service Desk IT Administrator
NLNG Nigeria
03.2010 - 08.2010
- Receiving of Phone calls on Computer and Telephone related issues
- Data Collection and Analysis of Network Servers Using Hyena
- Service desk management using SAL and Remedy
- Investigating and Analysing Types of Proposed and on-going Network Projects.
Network Administrator
Ahmadu Bello University
05.2001 - 06.2002
- Configured networks for smooth, reliable operation to meet business processes and objectives.
- Performed day-to-day LAN and WAN administration, maintenance and support.
- Identified and immediately resolved issues with network devices.
- Implemented network security measures to minimize data loss.
CYBER Café Administrator
- Allocation of Time to CYBER Café Customers
- Restarting of Network Server and Network Trouble Shooting
- Maintenance and Upgrade of Computers and assistance of CYBER Café Users.
Education
BSc (Hons) Degree - Information Technology in Networking
IUKL
Kaduna – Nigeria - undefined
Cisco Networking Academy
Bachelor of Science - Pharmacy
Ahmadu Bello University
Samaru Zaria Kaduna 07.1994 - 05.1999
High School Certificate - High School Certificate
Demonstration Secondary School, ABU
Samaru Zaria, Kaduna 01.1988 - 01.1994
Primary Education Certificate -
Demonstration Secondary School, ABU Zaria
01.1982 - 01.1988
Skills
Written and Communication Skills
Creative problem solving
Technical Support
Analytical and Critical Thinking
Teamwork and Collaboration
Teambuilding
Decision Making
Attention to Detail
Microsoft Excel proficiency
Salesforce proficiency
Technical issues analysis
Windows 10
Ticket support system management
Issue troubleshooting
Customer service expert
Timeline
Technical Specialist - Lenovo
Scicom (MSC) Bhd(597426-H)
04.2015 - 04.2018
Technical Support L1 - Lenovo
01.2015 - 01.2018
Customer Service – Executive (AirAsiax Project)
Scicom (MSC) Bhd(597426-H)
01.2014 - 01.2015
Technical Support – (Blinkbox UK Project)
Scicom (MSC) Bhd(597426-H)
04.2013 - 04.2014
Duty Manager -(Singtel Mobile Project)
Scicom (MSC) Bhd(597426-H)
01.2013 - 04.2013
Customer Service-Executive(Singtel Mobile Project)
Scicom (MSC) Bhd(597426-H)
03.2011 - 01.2013
Service Desk IT Administrator
NLNG Nigeria
03.2010 - 08.2010
Network Administrator
Ahmadu Bello University
05.2001 - 06.2002
Bachelor of Science - Pharmacy
Ahmadu Bello University
07.1994 - 05.1999
High School Certificate - High School Certificate
Demonstration Secondary School, ABU
01.1988 - 01.1994
Primary Education Certificate -
Demonstration Secondary School, ABU Zaria
01.1982 - 01.1988
CYBER Café Administrator
BSc (Hons) Degree - Information Technology in Networking
IUKL
Kaduna – Nigeria - undefined
Cisco Networking Academy