Blessing Gbenle Email & Phone Number

Canada

Calgary, Alberta, Canada

• Successfully managing and resolving over 2000 monthly service calls, consistently surpassing performance targets.
• Improving onsite technical support by implementing streamlined problem-solving strategies, resulting in quicker resolutions for hardware, software, and specialized software issues.
• Achieving significant reduction in downtime by efficiently troubleshooting and resolving issues on Windows 10 & 11 devices, Mobile Phones/Tablets, Microsoft Office 365, Adobe products, and various specialized software.
• Elevating user proficiency through personalized training sessions, user group meetings, and comprehensive documentation on software and hardware usage.
• Enhancing Information Centre and IT Service Centre front counter services, ensuring prompt and effective assistance to all users.
• Providing critical and reliable support for Audio/Visual boardroom equipment, ensuring seamless functionality during important meetings and presentations.

• Responding promptly and professionally to inbound support tickets, resulting in timely and effective solutions for customers.
• Providing over-the-phone/web support to installation partners, resulting in successful installations and optimized system service at customer locations.
• Efficiently managing support tickets using a streamlined ticketing system, ensuring a responsive approach to customer inquiries.
• Conducting thorough software & hardware troubleshooting, addressing issues promptly to maintain optimal device functionality.
• Actively participating in creating technical support materials, including migration scripts and help articles, facilitating efficient issue resolution.
• Maintaining intimate familiarity with hardware, cloud software, and access point contributing to swift issue resolution and heightened technical expertise.

Nigeria

• Proactively monitored network performance, analyze data traffic, and implement optimizations to ensure the network operates at peak efficiency.
• Investigated and resolved network issues promptly, utilizing diagnostic tools and methodologies to identify root causes and implement effective solutions.
• Collaborated on troubleshooting efforts, contributing to reduction in network downtime by quickly identifying and resolving issues.
• Provided technical support to end-users experiencing network-related issues.
• Maintained accurate documentation of network configurations, changes, and incidents. Generate reports on network performance and security metrics for analysis and improvement.Key Achievement: Optimized network.

• Utilized remote assistance tools effectively, leading to an increase in issues resolved remotely, reducing the need for on-site visits and improving support accessibility.
• Responded to customer inquiries via phone, email, and chat, delivering timely and effective technical support.
• Consistently achieved a 90% customer satisfaction rate by providing prompt and effective technical support, fostering positive feedback and enhancing overall customer experience.
• Worked collaboratively with operations teams and other cross functional teams to troubleshoot and resolve network and software issues, contributing to more efficient problem-solving processes. Key Achievement.

Bachelor'S Degree, Electrical And Electronics Engineering

Google It Support Professional Certificate, Junior It Analyst Program

• Configure device operating systems, including Windows and Linux, while configuring disk partitions and filesystems • Troubleshoot and.