Kayode A. Email & Phone Number

Calgary, Ab, Ca

Canada

• Telehealth Software support at Healthcare SaaS company across Canada• Liaise liaison between the software development team and end-users, facilitating effective communication, conveying complex technical concepts, bugs , addressing product-related inquiries, and proposing enhancements to optimize the overall user experience.• Meticulously document steps taken to analyze data, troubleshoot problems, and resolve technical issues• Client assistance and support post-EMR migration•… Show more • Telehealth Software support at Healthcare SaaS company across Canada• Liaise liaison between the software development team and end-users, facilitating effective communication, conveying complex technical concepts, bugs , addressing product-related inquiries, and proposing enhancements to optimize the overall user experience.• Meticulously document steps taken to analyze data, troubleshoot problems, and resolve technical issues• Client assistance and support post-EMR migration• Configuration and customization of Accuro EMR software to the users preference Show less

Canada

*Troubleshoot Internet connectivity issues, various hardware and network devices*Investigate and resolve network issues, hardware, and software faults over the phone with the customer and agents*Effectively and resourcefully work on multiple levels 1 and 2 service tickets simultaneously through different mediums of communication

Lagos, Nigeria

*Resolved all levels of support tickets, identifying customer queries to find appropriate solutions, while exploring answers and alternative solutions for effectiveness*Made valuable contributions to the enhancement of the internal knowledge base, including the creation and maintenance of comprehensive resources such as application tests, UAT,FAQ, and backend team support technical documentation, ensuring streamlined processes and improved team member support for digital media… Show more *Resolved all levels of support tickets, identifying customer queries to find appropriate solutions, while exploring answers and alternative solutions for effectiveness*Made valuable contributions to the enhancement of the internal knowledge base, including the creation and maintenance of comprehensive resources such as application tests, UAT,FAQ, and backend team support technical documentation, ensuring streamlined processes and improved team member support for digital media initiatives*Achieved bottom-line results in coaching a team of over 20 agents and upgraded their skills to expert level on ICX usage Show less

Abuja, Federal Capital Territory, Nigeria

*Managed and Provisioned Mailboxes using Microsoft Exchange 2013*Ensured quick resolution and closure rate of 98% of assigned tickets on ServiceDesk Manage Engine platform and prompt escalation when necessary*Resolved Hardware issues and part replacements of Desktops and Laptops*Spearheaded a project to deploy Polycom video conferencing solution in the Major conference room, completed within the stipulated timeline of 6 weeks*Developed over 10 Procedural guides to improve the… Show more *Managed and Provisioned Mailboxes using Microsoft Exchange 2013*Ensured quick resolution and closure rate of 98% of assigned tickets on ServiceDesk Manage Engine platform and prompt escalation when necessary*Resolved Hardware issues and part replacements of Desktops and Laptops*Spearheaded a project to deploy Polycom video conferencing solution in the Major conference room, completed within the stipulated timeline of 6 weeks*Developed over 10 Procedural guides to improve the Department’s Knowledge Base System(KBS) to ensure quick resolution of recurring issues*Provided IT recommendations to company stakeholder and held trainings to sensitize staff members on new IT trends*Resolved first level network issues such as IP configuration issues, Physical layer issue e.g. Cable crimping*Developed Operational guides for easy references and 60% faster issue resolution for other team members Show less

It Support Analyst, Information Technology

Junior IT Analyst Program April 2023 – Jul 2023 NPower Canada │ Toronto *Configure device operating systems including Windows and Linux.

Master Of Business Administration - Mba, Human Resources Management And Services

Bachelor Of Technology - Btech