Olayinka Kolawole

• Providing technical support in troubleshooting iOS, iPadOS and MacOS devices for customers having issues with their devices, probing and isolating the root cause of a product, and problem solving.
• Using the safeview application to screen share to assist customer to navigate their devices for better understanding of the device they operate.
• Documenting all steps and procedure followed during the troubleshooting process and emailing the customer helpful articles that explain further in details how to self resolve their problem.

At L1 support level, when I receive ticket through Zendesk support service

• I analyze the issue reported, find the root cause and proceed with troubleshooting to fix the problem, when I am unable to fix the problem, I then escalate to the L2 support and engineering team.
• When the engineering team provide a response, I then email the prospective client the resolution explaining in details.

• As a customer support specialist, I help Kinesis money customers with their
• KYC process, helping our customers to resolve any problem they encounter during the process, attending to Zendesk chat and responding to Salesforce email
• I also help our customers with fiat and crypto currencies deposit and withdrawals, with information about kinesis exchange trading platform, providing them with company articles and links
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• As L1 support, we try to fix all problems reported by our customer, both on the wen and the mobile App, when problems are not solved at the L2 level, we escalate to our IT team for further troubleshooting, we then revert back to the customers when the problems are confirmed resolved by our IT team.

• I am the first line of contact with our customers and clients, I receive tickets through the Jira platform, then I analyze the root cause of the issue reported, using the company provided tools, I try to resolve the issue by troubleshooting and analyzing the case
• I escalate cases to L2 support, when I am unable to fix any of the issue raised via Jira ticket, following a well detailed process of escalation, and handling over the tickets to L2 for final resolution.

• As a care giver, I provided personal care for my pregnant wife all through her pregnancy period, taking care of her during the first trimester, while she was dealing with the morning sickness, helping with general house cleaning, handling cooking and dishes all through the second trimester and third trimester, this lasted all through the 9 months of her pregnancy, providing intensive care.
• I also provided the postpartum care after child birth, taking care of both the mother and the baby, helping with cleaning and laundry, assisting with looking after the baby when the mother is sleeping, changing the baby diapers and also helping my wife change her postpartum pads, administering general body massage, and assisting with medical appointments for both baby and mother.
• I provided care for our children after undergoing surgery for circumcision, making sure their after surgery routine is followed accordingly, taking them to the doctor for appointments, until they get totally healed
• I provide assistive care for elderly family member who are sick, making sure they regularly take their administered medication by the doctor, helping them to get better.

• As a technical support agent, taking inbounds calls, my duty and responsibility is to help customers troubleshoot and fix any problem they might encounter with any of their devices, in private home and offices, rangind from work station, routers and modem, telephones among others
• Also worked as a customer service agent, helping customer to solve problem while placing their order online, making payment and selecting the best delivery options and rates.

• Job, in the area of flight and hotel reservation, one opf my duties is marketing the quality services of the company to people around the world, helping travelers with the best and cheapest flight and hotel, for leisure and job purposes.

• Montevideo, Uruguay
• My responsibility in the area of online technical support includes but not limited to receiving inbounds calls from technicians who are physically located at a site, registring all info on the data base relating to the time of arrival to site, equipment available for installation, problems encounter and resolved while carrying out the instalation
• It was my duty to run some software configuration on all fully installed devices at the installation site, ranging from work stations, routers and modems, access point, printers and scanners
• In this area, i worked with the data base, software configuration, data entry and script running using the CMD, to ensure that all devices installed are online, up and running.