Nadaije Adeyoola
Kernersville
Summary
IT support and customer service professional with extensive experience in desktop and end-user support. Demonstrated expertise in resolving complex technical issues and managing Active Directory accounts. Proven track record of enhancing system performance through effective troubleshooting and maintenance practices.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Help Desk Technician Tier 2
HCTec
Winston-Salem
01.2024 - 09.2025
- Provided tier 2 technical support for hardware, software, and network issues, ensuring timely resolution and user satisfaction.
- Employed cloud-based tools and remote desktop systems to deliver efficient remote support, enhancing user access to services.
- Administered user accounts and access permissions in Active Directory, maintaining security and compliance.
- Addressed service requests through ServiceNow, phone, email, and chat.
Field Support Technician
Charter Communications
Greensboro
09.2020 - 05.2023
- Troubleshot and resolved on-site technical issues, ensuring uninterrupted service for users.
- Performed installation, troubleshooting and maintenance of computers and related equipment.
- Verified connectivity among servers, workstations, and devices within network, enhancing overall system functionality.
- Conducted routine maintenance checks to enhance system performance and reliability.
- Resolved customer inquiries via telephone, email, or in-person visits.
- Wrote detailed service reports outlining completed work, identified issues, and actionable recommendations.
Technical Support Representative
Charter Communications
Greensboro
08.2019 - 09.2020
- Guided customers in setting up Self Home Set Equipment for internet cable and home phone, enhancing user experience in a High Call Volume Setting.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions for In Home Services.
- Maintain an up-to-date knowledge of relevant products, services and processes in order to provide accurate information to customers.
- Applied de-escalation techniques during difficult customer situations.
- Documented each customer interaction in detail to ensure accurate service records and facilitate follow-up support.
Communications Inbound Sales Agent
Sequential Technologies
09.2015 - 05.2019
- Promoted AT&T U-verse and DirecTV products, consistently meeting or exceeding monthly sales targets.
- Created new customer accounts and facilitated service upgrades through internal CRM and billing systems to drive customer engagement.
- Delivered customer support for billing inquiries, payment adjustments, and account troubleshooting to resolve issues effectively.
- Cultivated relationships with customers post-sale to improve retention and satisfaction.
Education
IT Cybersecurity Certificate
Forsyth Technical Community College
Winston-Salem, NC05-2026
High School Diploma -
William Allen Highschool
Allentown, PA01-2015
Skills
- Desktop and end-user support
- Tech troubleshooting
- Network support
- Active Directory management
- Ticketing systems
- Windows operating system
- Mac operating system
- Cloud tools
- Microsoft Office suite
- Problem resolution
- Time management
- Team collaboration
- Customer service
Certification
- Google IT Certification
- Microsoft Office Specialist
Timeline
IT Help Desk Technician Tier 2
HCTec
01.2024 - 09.2025
Field Support Technician
Charter Communications
09.2020 - 05.2023
Technical Support Representative
Charter Communications
08.2019 - 09.2020
Communications Inbound Sales Agent
Sequential Technologies
09.2015 - 05.2019
IT Cybersecurity Certificate
Forsyth Technical Community College
High School Diploma -
William Allen Highschool