Adedotun Adedara

Technical Support Specialist with over 5 years of experience optimizing enterprise, remote, and hybrid infrastructure. Proven expertise in resolving complex network connectivity, Wi-Fi, and VPN access issues while mastering TCP/IP, DNS, and DHCP protocols. Demonstrated success in driving incident management and maintaining meticulous technical documentation using industry-standard tools like Salesforce, ServiceNow, and Zendesk.

Combines strong analytical problem-solving with a structured troubleshooting approach to accelerate service restoration, maintain strict SLA compliance, and elevate customer satisfaction. Holds a Bachelor’s degree in Telecommunication Science and a Computer Systems Technician – Networking diploma.

Technical Support Specialist (in-person) - United Chargers - Richmond Hill, Canada

(2026-02 - 2026-10)

• Managed 40–50 daily technical support cases involving EV charger hardware, firmware, Wi-Fi connectivity, and device configuration, prioritizing systematic troubleshooting and timely resolution.
• Diagnosed connectivity issues by assessing device status, firmware information, network conditions, and fault codes to identify likely causes and recommend corrective actions.
• Guided customers through Wi-Fi configuration and connectivity troubleshooting, explaining technical steps clearly and helping restore normal equipment operation.
• Documented diagnostic findings, troubleshooting actions, and customer communications in Zendesk and Salesforce to maintain accurate incident records and support follow-up.
• Escalated complex technical issues to engineering with relevant diagnostic evidence, supporting efficient investigation and resolution.

IT Support Specialist (Hybrid) - Softchoice - Mississauga, ON

(2023-08 - 2024-09)

• Supported more than 300 users across remote and hybrid environments, troubleshooting connectivity, VPN, Windows, Microsoft 365, and application issues while meeting service-level targets.
• Investigated network access and VPN connectivity problems, helping users restore access to business systems and maintain productivity.
• Managed Active Directory and Azure AD accounts, resolving authentication, permissions, and user-access issues.
• Deployed and configured employee devices using SCCM and Microsoft Intune, maintaining consistent endpoint configurations.
• Maintained a 4.9/5 user satisfaction score and contributed to a 20% reduction in support backlog through timely incident resolution, follow-up, and ticket management.

Desktop Support Technician (Remote) - AppDirect - California, US

(2017-05 - 2021-12)

• Delivered remote Tier 1 and Tier 2 technical support to more than 100 employees, resolving hardware, software, account-access, and connectivity issues.
• Troubleshot VPN access and network connectivity for remote employees, investigating reported symptoms and guiding users through corrective steps.
• Managed Active Directory and Azure AD accounts and permissions to resolve authentication and access issues.
• Supported standardized workstation deployments using SCCM and Microsoft Intune, maintaining consistent device configurations.
• Contributed to a 35% reduction in Tier 3 escalations by resolving common technical issues and providing clear diagnostic information when escalating complex cases.

Advanced Diploma in Computer Systems Technician - (CSTN) - Computer Systems Technician - Networking - Georgian College (2023-05 - 2025-12)

Bachelor of Science - Telecommunication Science - University of ilorin (2016-09 - 2020-12)