Balogun Oluwatosin

My name is Balogun Oluwatosin. I am a Customer-focused IT Support and Service Professional with 3+ years of experience in delivering Tier 1/Tier 2/Tier 3 technical support, remote troubleshooting, and customer service excellence within fast-paced, SLA-driven environments. Demonstrated expertise in incident management, service request fulfillment, and first-call resolution (FCR), with a strong commitment to improving customer satisfaction (CSAT) and meeting key performance indicators (KPIs).

Proficient in using CRM and ITSM platforms, including Zendesk, Jira Service Management, HubSpot, and Hoducc. Experienced in remote support tools such as TeamViewer, AnyDesk, and Chrome Remote Desktop. Skilled in Microsoft Office 365 (O365) administration, Active Directory (user provisioning, access control, password resets), and basic networking concepts (TCP/IP, DNS, DHCP, VPN troubleshooting).