Adekunle Smith

Adekunle Smith Customer / Technical Support Engineer- RESUME SUMMARY Customer / Technical Support Engineer with 6+ years of providing technical support combined with exemplary customer service. SKILLS ● ● Customer Support Research & Analytical skills ● Product & Service Expertise ● Support Documentation ● Communication Skills ● Collaboration Skills WORK EXPERIENCE Liquidfire Engineering Services, - Customer & Technical Support JULY 2017 - SEP 2021 ● Provided technical support to customers via zendesk, telephone, email, live chat, remote connections, and support ticketing system. ● Educating customers on the benefits of enrollment and adoption of new product offerings or upgrades. ● Interfaced with the customers in a professional and friendly manner and is adept at resolving problems and diffusing difficult situations. ● Created documentation with step by step instructions on how to resolve some of the most frequently occurring technical issues. ● Forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments. ● Functioned as a knowledgeable, first-call resource known for problem-solving capabilities and resourcefulness. 19Pixels Design - Customer Support MAY 2015 - JUNE 2017 ● Talking customers through a series of actions to resolve website hosting, email and related issues. ● Assisting in the maintenance of the service desk knowledge base and documentation. ● Troubleshooting for the root cause of an issue to provide a permanent resolution. ● Checked (called and/or e-mailed) with users on tickets that were escalated to company support groups. ● Communicated with the company support groups to update or expedite resolution of a ticket, and resolve tickets. ● Supported the growth of the business by introducing customers to new products, higher tiers of service, etc. ● Created and managed users via Active Directory, Office 365, cPanel, & Google Suites ● Provided technical support for employees across the company. EDUCATION Cyprus International University, Nicosia - Msc. Management Information Systems SEP 2021 - SEP 2022 LANGUAGES English