Yinka Animasaun

Experienced Production Support Specialist with 7 + years of experience in technical support, system administration, and customer service within tech and healthcare sectors. Proven ability to manage incidents, resolve complex technical issues and deliver tailored solutions. Skilled in ServiceNow/Salesforce/Jira/Remedy, SQL, web-based application support, and SaaS environments.

Passionate about fostering trust and loyalty through clear communication, technical expertise, and a customer-first approach.

• Provide support for customers devices, troubleshooting hardware/software and connectivity issues and other medical web apps.
• Provide Tier 2 break/fix issues support for the VIP’s across the IT infrastructure including computer hardware and software, installation, virtual machines, windows server,

networking connectivity mobile devices, and peripherals, printers and remote support.

• Manage incident resolution in a production environment, ensuring minimal downtown and

SLA adherence.

• Deliver customer education, ensuring users optimize their devices effectively.
• Document knowledge base articles to streamline future support for recurring issues.
• Manage multiple live chat conversations and phone calls while maintaining a professional and empathetic approach.
• Maintain SLA compliance by prioritizing tasks and resolving tickets efficiently.
• Provide logical troubleshooting for Linux Server, Windows Server, mobile devices, tablets,

and other consumer electronics.

• Assess hardware and software systems and suggested modifications to improve performance.
• Create clear, auditable reports on what the PXP team has configured or changed, including workflows, forms or integration.
• Experience with Microsoft and operating systems products e.g, Apple, MacOS, Windows,

iOS, Windows, Android.

• Track, manage and resolve unplanned interruptions to IT services using Servicenow ticketing tools.
• Collaborate with vendors to locate replacement components and resolve advanced problems.
• Handle 30 – 50 daily customer inquiries, maintaining a 9.5/10 satisfaction score.
• Document support interactions business process and workflow for knowledge base contribution and future reference.

Bachelor's in computer science