Oladipupo Legunsen

Technical Support (Software Customer Care)

Hhaexchange

Jan 2025 - Current (1 year 8 months)

• Provide technical assistance to customers via multiple channels (i.e., phone, email, chat) in a courteous and professional manner, putting the customer experience at the forefront of all interactions. • Ask discovery questions to understand and analyze customer challenges and determine the best course of action for a fast and smooth resolution. • Clearly articulate resolution paths to customers, both in technical and non-technical terms to help customers maximize their usage of the HHAeXchange platform while providing education to mitigate future outreach for the same topic, along with clear and concise follow ups to drive usage of self-service methodologies. • Escalate tickets to supervisors and technical support engineers when a bug

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Desktop Support Specialist

Coforge (Hybrid)

Jul 2024 - Dec 2024 (6 months)

• Support of both on-site and remote end users with Email, Microsoft Windows and all other business software, Windows workstations, printers & VOIP phones. • Using Active Directory to create User Accounts, unlock accounts, adding users to security groups for access and maintain the directory. • Assist with training staff on current and new hardware and/or software; Windows 10 installation and troubleshooting. • Using ServiceNow to process incoming IT tickets to meet clients or staffing IT related issues and resolving these issues based on priority and level of importance on issues such as hardware issues, software issues, printers, mobile application and devices. • Installation/configuration/troubleshooting/updating of IT equipment inc

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IT Support Center Analyst

HealthPartners,

Jun 2023 - Jun 2024 (1 year 1 month)

• Answers, evaluates, and prioritizes incoming telephone, voicemail, e-mail, and in- person requests for assistance from users experiencing problems with hardware, software, networking, and other computer related technologies. ◦ Manages problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to other Support Center Analysts. • Maintains HealthPartners IS&T incident and problem management database. • Maintains history records and related problem documentation. • maintains excellent customer relationships to keep providing exceptional services to end users. • consults with programmers to explain software problems or to suggest potential software changes. • Prepares

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Desktop Support Representative

Allianz,

May 2023 - Nov 2023 (7 months)

• Experience with Hardware Refresh. • Windows 7 & 10 experience. • Office 365. Shared knowledge with end users on how to use OneDrive as a cloud storing application for easy accessibility around the network and workstations. • Installation, configuration and maintenance of windows, hardware and software. • Break/fix experience • Ticketing Experience (ServiceNow Ticketing System) • Basic networking skills a plus • Profession and excellent communication

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Information Technology Intern

Hennepin County,

Oct 2019 - Jan 2020 (4 months)

• Installation/configuration/troubleshooting/updating of IT equipment including: workstations & VOIP phones. • Installation/configuration/troubleshooting/updating of IOS and Android devices. • Document changes, maintain inventory, and upgrade/replace hardware/software systems as needed. • Complete and conduct new employee setup and training on systems and every other assigned project. • Using Atera ticketing solution to process incoming IT tickets to meet clients or staffing IT related issues and resolving these issues based on priority and level of importance on issues such as hardware issues, software issues, printers, mobile application and devices.

Oladipupo Legunsen

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