Yomi.O. Ajayi.

451, Huff st., Lawrenceville, Georgia,30046 | Ajayiyomi@rocketmail.com|+16153974990 

Performance Summary.
Enthusiastic professional seeking to benefit a firm with complex technical knowledge and strong time
management skills. Skilled at building rapport with diverse individuals while handling complex technical
issues. 

Education.
DIPLOMA | 2012 | THE CHARTERED INSTITUTE OF PROJECT MANAGERS, GHANA
· Certified Project Manager.

BACHELORS|2010| UNAD.
· B.Eng., Electrical/Electronic Engineering.

CERTIFICATION.
· CompTIA A+(In View).

SUMMARY OF SKILLS & ABILITY.

 Strong leadershipand time management skills.
 Excellent ticketing system knowledge.
 Exceptional customer service orientation with strong oral, written and telephone communication
skills.
 Exceptional logical, analytical troubleshooting and problem-solving skills.
 Strong technical knowledge of MS operating systems, MS Office applications, and PC peripherals.
 Excellent understanding of TCP/IP, DNS, DHCP.
 Experienced working with Software deployment and inventory tools.
 Quick Learner with a proven ability to learn new and changing technologies
 Multi-tasker with the ability to prioritize in a fast paced, dynamic work environment.
 Ability to explain technical terms and solutions to technical and non-technical customers.
 Strong hardware and software installation and support skills.
 EMR knowledge.
 Call Center Experience.
Experience.
Customer TechnicalSupport|NET-IT Technologies. |July 2018-Present.
 Provide basic-level support for Microsoft Active Directory (AD).
 Responding to incoming support incidents in timely manner (phone, chat, email)
 Identifying potential outage and communicate the info in timely manner.
 Responding to customers inquiries regarding products and services offered.
 Carrying out software installation, upgrades and deployment (via open source software’s).
 Providing basic-level support for Microsoft Office suite.
 Following up on technical cases including proper escalation and management of the case until case
closure.
 Preparing resolution content for internal/external customers via logs and reports.
 Providing escalated technical assistance and support for incoming queries and issues related tocomputer
systems, software, and hardware.

CustomerTechnical Support |IHS Towers International. |January 2016 –May2017.

• Working closely with several teams to correctly resolve customer issues escalated by tier-1/2 support
agents.
• Acted as a tier 3 support to escalated customer issues and offerappropriate resolution.
• Providing detailed issues facing Customers and contractors to the appropriate departmentvia tickets.
• Maintaining confidentiality and discretion when working with sensitive documents and company
information.
• Continuously striving to reduce RCR and increase PRR above 80% by providing the best resolution at first
point of contact.
• Maintaining a consult rate of above 80% weekly.
• Providing phone and chat support to project teams and internal customers.
• Monitor and track the prompt delivery of requested operational materials.

Field Service Technician. | IHS Towers International. | Project:Co-location. | May 2012 – June
2015.

• Infrastructure maintenance for CPE and End-users machines.

• Alarm system integration and maintenance.
• Software Installation and update for equipment’s and End-users machines.
• Assembling, modifying and troubleshooting infrastructural units via provided schematics, blueprints and
wiring lists.
• Site equipment’s commissioning.
• Performed administrative functions, creating user and groups, setting up user account, password reset
and administered group policies via Active Directory.
• Provided tier-1 Phone and E-mail support to on-site technicians and contractors.
• Ensured all request for services and incident are logged/updated, addressed/resolved andfollowed up.

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Support Technician. | Texfield-BSG Werkhaus (A Consortium to Nokia Siemens Network) . |
Project: NSN/EMTS Rollout. |January 2010 – March 2012.

• Installed, configured and upgraded customer premises equip./computers software’s.

• Enters and maintains accurate detailed information regarding end-user’s issues and resolutions.
• Using Pathloss to plot LOS survey results and recommend antenna height to operators.
• Provided tier-1 Phone and E-mail support to on-site technicians, end-users and operatorsseeking
assistance on technical issues.
• Updatedservice, incident and installation report via tickets, logs and records.
• Conducted radio swap out and reconfiguration on operator’ equipment’s.
• Installed firewalls, virus software, and removed Spyware/Malware.
• Tracking outstanding tickets, working closely with Tier II Technician to ensure all problems are resolved
in a timely manner.

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