Irewole Alade

I am a Technical Support Engineer (TSE) and skilled professional responsible for diagnosing, troubleshooting, and resolving hardware, software, and network issues. My goal is to ensure optimal system performance, enhancing user satisfaction and productivity.

Core Skills and Expertise:

1. Technical Proficiency: A deep understanding of operating systems (Windows and macOS specifically), software applications, and hardware components. Knowledge of CRM and ticketing tools such as DFM, DFC, Rave, Genesys and so on.

2. Network Management: Proficiency in network configuration, maintenance, and troubleshooting. Familiarity with networking protocols (TCP/IP, DNS, DHCP), firewalls, routers, and switches.

3. Customer Service: Effective communication skills, as TSEs interact with clients and end-users who may not have a technical background. The ability to explain complex technical concepts simply, as well as patience and empathy, are my key traits.

4. Problem-Solving: Strong analytical and problem-solving skills used to diagnose issues and implement effective solutions. As a TSE, I am able to think critically and remain calm under pressure, with or without supervision.

5. Documentation and Reporting: Maintaining detailed records of issues, solutions, and system performance. Proficiency in creating and updating documentation, including knowledge bases and technical guides, to ensure a consistent approach.

6. Security Awareness: Awareness of cybersecurity principles and best practices. As a Technical Support Engineer, i know about threat detection, prevention, and response strategies, as well as data protection.

7. Continuous Learning: The technology landscape is ever-evolving, and as a TSE, I am able to stay current with the latest advancements. Participating in training, certifications, and professional development opportunities.

Experience:

Former staff member of Tek Experts, and other prominent tech companies, working both onsite and remote roles, a seasoned TSE typically with close to five (5) years of hands-on experience in technical support roles, working with diverse systems and technologies. Experienced with remote support tools (such as Microsoft Quick Assist and Teams) and best practices.