Toyosi Owolabi
Summary
Detail-oriented and adaptable Technical Support Engineer with a proven track record in enhancing user satisfaction through effective troubleshooting and problem-solving. Expertise in managing multiple projects simultaneously while maintaining high accuracy and organization, contributing to a collaborative team environment. Strong interpersonal and technical skills drive a commitment to achieving company goals, with a positive attitude and readiness to embrace additional responsibilities. Eager to leverage this robust background in a challenging entry-level position that fosters professional growth and development.
Overview
20
20
years of professional experience
Work History
Technical Support Engineer JSM Cloud SMB
Atlassian
03.2023 - Current
- Unblocked teammates by owning complex issues, ensuring timely resolutions, and maintaining momentum.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines and reduce ticket aging to improve SLA performance.
- Delivered Tier-3 support and SME input to internal and external customers.
- Empowered team members through ownership, knowledge sharing, and growth initiatives, fostering a supportive environment for strong team results.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Proven ability to learn quickly and adapt to new situations.
- Provided professional services and support in a dynamic work environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Streamlined escalation process, ensuring that complex issues were promptly addressed by appropriate specialist.
Technical Support Engineer - Halp
Atlassian
06.2022 - 03.2023
- Properly escalate unresolved issues to appropriate internal teams (e.g Subject Matter Experts)
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Prepare accurate and timely reports Document technical knowledge in the form of notes and manuals Maintain jovial relationships with clients
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Collaborating with subject matter experts and escalation managers when additional support is needed to solve customer problems
- Act as the primary technical contact and deliver advance technical troubleshooting and problem solution for corporate customers
- Worked Closely with EMEA based customers to perform advanced troubleshooting via email or phone call
- Offered support in strategic decisions for the ongoing development of messaging infrastructure Support and troubleshooting mail flow issues
IT Support Specialist
MOJEC International Limited
01.2022 - 04.2022
- Provide adequate technical support to both internal and external users through various communication media.
- Held key responsibility for ensuring safe computing practices ad minimizing risk of issue occurrence by delivering efficient and robust technical support.
- Assumed lead role in analyzing and enhancing existing security solutions with strong emphasis on continuous maintenance, development, and improvement of organization security as well as Data audit and compliance implementation across the organization
- Provide support in maintaining database, writing SQL script, and making data available and readable for users using Tableau
- Configuration and administration of Microsoft 365 and Cloud security services
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. - Maintaining Ticketing System Management (Jira Integration)
- Presented strong attention to detail while meeting strict deadlines
- Created documenting process where employees make references for immediate support and keep track of technological advancement
- Thorough onboarding and offboarding of users
Project Specialist
Achieve Test Prep
08.2021 - 07.2023
- Conducted high quality college research for Nursing programs and other Bachelors and
- Associate degree programs in Universities in the United States
- Created visually explanatory documents for college advising from data collected from the universities via their websites, emails and phone calls.
- Compiled daily field report, detailing all key activities and outlining project progress for stakeholders.
- Worked with inspectors, workers and unions, to conduct weekly status updates.
- Resolved conflicts and disputes between contractors and other stakeholders.
Technical Support Engineer
Tek Experts Nigeria Limited
09.2018 - 07.2021
- Acted as primary technical contact and delivered advanced technical troubleshooting and problem solution for corporate customers.
- Served as primary point of contact for support relating to owned solutions and products.
- Collaborated with subject matter experts and escalation managers when additional support is needed to solve customer problems.
- Managing critical issues by meeting customers' expectations, devising, and implementing action plans, and professionally communicating to all parties involved.
- Successfully installed and configured various domains on office365.
- Effectively and efficiently administer Exchange, SharePoint, Skype for Business and Microsoft Teams, and OneDrive for business.
- Successfully assisted wide range of organizations in Directory synchronization of Users' identities from on-premises Active Directory to the cloud and migration of users' mailboxes from On-premises or other cloud services to Exchange Online using different Migration methods.
- Successfully Setup Anti-Spam, Advanced Threat Protection (ATP), and Data Loss Policy (DLP) for corporate organizations improving performance and security.
- Assisted in Training Users on usage of Microsoft 365 applications.
- Effectively Used PowerShell to troubleshoot and resolve customers' issues.
- Communicated with stakeholders to share critical technical information and deliver project updates.
Head - Support, Testing and Project Management
XOWN Solution Limited
11.2015 - 08.2018
- Support, Testing and Project Management, Provided efficient customer support to users Provided support to the internal Staffs Assisted in server administration
- Contract Staff
- Extensive knowledge and experience of web Application Development and Design (PHP, MYSQL, CSS, JQUERY and so on)
- Extensive knowledge and experience of web Application Development
and Design (PHP, MYSQL, CSS,JQUERY) Extensive knowledge and
experience of networking Routing & Switching (CCNA) Network Security - Computer programming skills like Basic, Fortran e.t.c.
Skilful in interpretation of financial statement and its impacts on the bottom line,Strong Written and verbal communication skills with experience dealing with high level executives. - Ability to work autonomously,Proficient in MS Office Suite (Outlook, Excel, Word and PowerPoint)
- Computer hardware repair and installation of computer software.
- Assist in Computer repair and sales of computer accessories.
Computer Engineer
PEJ Computers Agbowo Shopping Complex UI Ibadan
01.2006 - 10.2015
- Computer hardware repair and installation of computer software
- Assist in Computer repair and sales of computer accessories.
Education
Bsc - Statistics
University of Ilorin
2013
National Diploma - Computer Science
Kwara State Polytechnic
2007
Skills
- Technical customer support
- Cloud application support
- Technical support proficiency
- Virtual technical assistance
- Field technical support services
- Desktop support specialist
- Analytical problem-solving
- Problem-solving skills
- Network systems administration
- Debugging
- Windows server configuration expertise
- Ticket management
Affiliations
- Certification and Training in Web Application Development and Design -Xown Solutions, Lagos – Nigeria Certification and Training in CCNA (Cisco Certified Network Associate) -HiiT ICT Training Centre, 27 Obafemi Awolowo Way, Beside Obafemi AwolowoHouse, Ikeja, Lagos.PROJECT WORK
- Commissioning of Suction Machine in FMC Abeokuta, Nigeria
Timeline
Technical Support Engineer JSM Cloud SMB
Atlassian
03.2023 - Current
Technical Support Engineer - Halp
Atlassian
06.2022 - 03.2023
IT Support Specialist
MOJEC International Limited
01.2022 - 04.2022
Project Specialist
Achieve Test Prep
08.2021 - 07.2023
Technical Support Engineer
Tek Experts Nigeria Limited
09.2018 - 07.2021
Head - Support, Testing and Project Management
XOWN Solution Limited
11.2015 - 08.2018
Computer Engineer
PEJ Computers Agbowo Shopping Complex UI Ibadan
01.2006 - 10.2015
National Diploma - Computer Science
Kwara State Polytechnic
Bsc - Statistics
University of Ilorin
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