OLUWASEGUNFUNMI AYODELE
-|-| Lagos, Nigeria
PROFILE SUMMARY
Competent and resourceful Support Engineer with 10+ year's experience in Computer Operations, Technical, and Help Desk
support. Experienced in providing support to thousands of users worldwide, earning a solid reputation for productivity, complex
problem resolution and professionalism. Skilled at supporting customers via chat, Email, and phone to handle, diagnose and
resolve inbound end-user issues. Excellent communication and diagnostic skills, consistently solving problems, reputation for
productivity, complex problem resolution and professionalism. Expertise in troubleshooting, operating equipment, and
maintaining network security. Adept at offering solutions for mission-critical network systems with proficiency in developing
processes to increase information security and business continuity. Proficient in LAN/WAN administration and integrated
software applications.
SKILLS AND CORE COMPETENCIES
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Customer Support •
UI/UX Experience
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Network Troubleshooting
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Issue Resolution/Support
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Analytical & Logical Skills
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Root Cause Analysis
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Data Collection & Research
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Team Leadership
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Excellent Communication
SKILLS HIGHLIGHTS
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Demonstrated knowledge in installing, maintaining, and supporting computer systems and networks.
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Skilled at troubleshooting business networks, maintaining hardware inventories, and writing documentation.
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Proficient in evaluating and resolving connection, hardware, software, and operating system problems.
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Developed a reputation in project management and technical support for dedication to continual improvement.
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Experience with IT assistance procedures such as LANs, remote desktop server connections, and TCP/IP networking.
PROFESSIONAL EXPERIENCE
Chat Support Specialist (Freelance) – Limitless Technology, London
Feb 2022 – Mar2024
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Working directly with clients via phone and tickets on the help desk and / or project related tasks.
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Maintenance and troubleshooting of Microsoft Servers and Workstations.
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Windows Server / Active Directory setup, configuration, migrations.
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Remote installations and configurations of Windows 10 upgrades operating systems and software via Kaseya remote
management.
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Configuration, maintenance, and troubleshooting of Sonicwall, Cisco, Netgear, and other similar firewalls or network
equipment.
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Configuration, maintenance, and troubleshooting of Windows based workstations and software.
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End user support for Microsoft and other 3rd party software via phone and ticketing system.
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End user mobile device support (iPhone / Android / Windows).
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Spoke with customers regarding escalated issues, evaluated options and offered resolution.
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Collected customer feedback and made process changes to exceed customer satisfaction goals.
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Effectively and routinely balanced multiple customers through multiple chat sessions at one time.
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Met and exceeded scorecard requirements for productivity, schedule adherence, quality and attendance.
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Conducted follow-up communications with customers regarding multi-step processes and/or advanced requests.
Dialysis/Patient Care Technologist (Senior Technical Officer) – Federal Medical Center, Lagos
Mar 2018– PRESENT
As a Dialysis/Patient Care Technician, my role involves thorough patient assessment and care during dialysis sessions. When
patients arrive for dialysis, I:
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Check their weight and compare it to previous sessions to identify fluid accumulation.
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Inquire about their PCV (Packed Cell Volume) levels or check the system for documented values.
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Assess for signs of pulmonary, pedal, or facial oedema. Next, I assist patients onto the dialysis couch and prepare their
catheter (jugular, femoral, or fistula) by cleaning it with Savlon, after ensuring proper hygiene.
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Connect them to the dialysis machine, set appropriate parameters, and administer heparin to prevent blood clotting
during the procedure.
Remain vigilant about any complications during the session, administering glucose for hypoglycemia or normal saline for
hypotension, among other treatments.
Arrange for blood transfusions when PCV levels are critically low, as determined by medical standards. Upon completing
dialysis, I disconnect the patient from the machine, clean their catheter, and lock it with heparin, saline, and ciprofloxacin
to maintain sterility and prevent infection. I also perform:
Comprehensive evaluations of patients before, during, and after dialysis sessions.
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Routine maintenance and troubleshooting on dialysis machines to ensure reliability.
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Water quality tests, including checks for bacteria, endotoxins, chlorine, hardness, and pH levels, and adjustments as
necessary
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Customer Support Officer – HD Networks
Apr 2019 – Oct 2019
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Implemented LAN/WLAN network infrastructure troubleshooting;
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Performed radio links design, profiles, feasibility and planning using available Tools.
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Implemented and optimized point-to-point and point-to-multipoint microwave radio networks.
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Liaised with NOC & IP team during installation, including link commissioning/decommissioning projects.
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Implemented new services or capacity upgrades with minimum disruption of the service's availability.
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Troubleshot and resolved all points of failure at the site following an internet downtime complaint lodged by a client.
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Ensured proper documentation report for network installation, network fault resolution, link optimization, and CPE retrieval
at client site.
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Manage and respond to client’s complaints by monitoring the stream and live channels.
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Lead scenarios that require advanced technical troubleshooting and problem-solving strategies.
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Design fliers, banners or presentations when required and provide technical support for users experiencing technical issues.
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Liaise with local installers to fix installation problems when required and manage the company’s social media platforms.
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Present IT security scenarios to help identify vulnerabilities and risks during Management and Security Compliance Advisory
meetings.
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Supported users in resolving technical-related issues and proficiently prepared client letters.
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Performed routine service statistics data entry into the database and MS Excel spreadsheet.
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Sent daily and weekly reports and performed other functions as the Head of Department required.
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Provided support in the form of procedural documentation and managed multiple cases simultaneously.
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Maintained a positive, empathetic, and professional attitude toward customers at all times.
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Kept records of customer interactions, transactions, comments, and complaints.
Transmission Support Engineer – BAT Computer Technologies Ltd.
Jan 2012 – Jan 2014
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Coordinate inside and outside installation of circuits to include equipment engineering installation.
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Performed installations of Ceragon ip10, Aviat eclipse, Motorola/Cambium equipment and Ubiquiti products.
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Informed installation site supervisor to rectify electrical errors during commissioning and update planning documentation.
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Design overhead high voltage transmission lines and ensure that they meet all federal requirements currently in place.
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Handled microwave transmission, networking and cisco configuration (Cisco Devices), job acceptance and commissioning and
RF design and planning.
ADDITIONAL EXPERIENCE
Information Analyst(G.R.C)-CareerInsight
User Interface/User Experience Designer – Nerdyeye
Graduate Trainee – Connigtechnoserve
Jun 2024 – Present
Aug 2018 – Sep 2018
Huawei I-resource Training
Sep 2018
Ericsson ASP Training
Dec 2018
Full Stack Training
DEC 2023
EDUCATION
Bachelor of Engineering (B.Eng.) Telecommunication Engineering – Bells University of Technology
2020
Higher National Diploma (HND) Computer Engineering – Yaba College of Technology
2015
Ordinary National Diploma (OND) Computer Engineering – Yaba College of Technology
2012
TECHNICAL SKILLS
Technical: Jira, Intercom, Zendesk, AWS, Troubleshooting, PC Device, SAP, Windows OS, Networking, MS Word, PDF, MS Excel,
Postscript Management, MS PowerPoint, PCL, Diagnostic Skills, MS Project, Print Drivers, Remote Desktop, Telnet, SSH, WAN,
Telecommunication, HTML, Javascript, React.
Software: Microsoft Office Packages, Microsoft Visio, Joomla.
