Adebesin Usman Adedeji

Usman Adebesin TECHNICAL SUPPORT ENGINEER Gbagada lagos, 100234 | (- |- Objective Proactive and customer-focused Technical Support Engineer with 1+ years of experience at Tek-Experts, specializing in Microsoft 365 solutions. Adept at troubleshooting, providing exceptional customer service, and delivering efficient technical resolutions in fast-paced environments. Demonstrates strong problemsolving skills and a commitment to improving user experiences. Experience TEK-EXPERTS | Technical Support Engineer • Resolved 95% of technical issues within SLA through effective troubleshooting and customer interactions. • Increased first-contact resolution by 87%, improving customer satisfaction and reducing escalation times. • Successfully managed 22+ tickets weekly, consistently meeting SLA requirements. • Identified and implemented workflow improvements, resulting in faster issue resolution. MULTI-CHOICE | Customer Experience Expert • Elevated customer satisfaction levels by implementing a proactive communication strategy, reducing response times by 25% and resolving inquiries with a 15% increase in first-contact resolution. • Handled the development and delivery of targeted customer service training modules, resulting in a 20% improvement in team performance metrics and enhanced customer interaction quality. • Recognized for consistently exceeding customer service targets, achieving a 95% customer satisfaction rating through effective problem resolution and empathetic communication. • Participated in regular training sessions to stay updated on product knowledge, ensuring the ability to provide accurate and timely information to customers. NANO TECH & GADGETS | Data Entry Officer 2020 - 2021, Lagos, Nigeria • Maintained confidentiality and security of sensitive information, adhering to data. • Achieved a 99.5% accuracy rate in data entry, minimizing errors and ensuring data integrity in critical business systems. • Streamlined data entry processes by implementing efficiency measures, resulting in a 20% reduction in turnaround time for key projects. • Accurately entered, updated, and verified data into organizational database, ensuring adherence to established data entry standards and protocols Education MOSHOOD ABIOLA POLYTECHNIC Higher National Diploma in Computer Science (Lower Credit) OGUN STATE INSTITUTE OF TECHNOLOGY National Diploma in Computer Science (Lower Credit) Skills & abilities • Microsoft 365 Administration • Active Directory & Azure AD • PowerShell Scripting Basics • ITSM Tools (ServiceNow, Zendesk) • Remote Support & Collaboration Tools • Incident Reporting & Documentation • Communication & Team Collaboration • Leadership CERTIFICATIONS TEK-EXPERTS | Aug. 2024 M365 COMMERCIAL TECHNICAL TRAINING STUTERN GRADUATE ACCELERATOR | Aug. 2023 UI/UX DESIGN NATIONAL YOUTH SERVICE CORPS | Mar. 2023 NYSC (Certificate)