Olamide Oladele
Technical Support Analyst @Concentrix
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WORK HISTORY
Technical Support Analyst @Concentrix
Provide frontline technical support for a global technology client, diagnosing and resolving device, software, and account-related issues within a structured, SLA-driven environment. Deliver consistent, high-quality customer experiences while applying strong problem-solving, communication, and documentation skills.• Troubleshoot and resolve technical issues across devices, operating systems, and digital services using defined diagnostic workflows• Guide customers through step-by-step solutions in a clear, calm, and user-friendly manner• Achieve high first-contact resolution while meeting quality, compliance, and performance metrics• Accurately document interactions and solutions to support knowledge sharing and reporting• Adapt quickly to new tools, updates, and process changes in a fast-paced support environment• Demonstrate professionalism, empathy, and ownership in customer interactions
EDUCATION
Ladoke Akintola University of Technology
Bachelor of Technology (B.Tech.), Mechanical Engineering
Access Bank School of Banking Excellence
Banking
ABOUT OLAMIDE OLADELE
With over 6 years of experience in Strategy, Operations, Data Analytics, and Program Management, I excel at driving operational excellence and delivering transformative initiatives across banking, tech, and healthcare. My career focuses on turning complex goals into actionable plans, optimizing processes, and ensuring measurable outcomes through data-driven insights and cross-functional collaboration.At Microsoft, I lead three pods in a hybrid Agile environment on Azure, managing Scrum ceremonies (Sprint Planning, Daily Stand-ups, Retrospectives) and project delivery, improving team velocity by 15%. I provide visibility into plans and progress using Jira and Power BI, fostering stakeholder alignment and resolving impediments to scale global operations. In prior roles at Access Bank Plc and Avon Healthcare, I managed strategic projects, enhanced payment systems, and transformed customer experiences through automation, achieving up to 80% success rates and 10% revenue growth.Certified in PRINCE2 and SAFe® Scrum Master, I blend Agile practices with robust project management to deliver value in dynamic settings. My passion lies in aligning strategy with execution, driving innovation, and building solutions that optimize performance—especially in payment technology and microservices.Key Skills:• Scrum Facilitation & Agile Coaching (Ceremonies, Backlog Management)• Project Management (PRINCE2, Dependency Management, Risk Mitigation)• Data Analytics & Business Intelligence (Power BI, SQL)• Operations & Process Optimization• Leadership & Stakeholder Collaboration• Customer Experience & Digital TransformationI’m open to connecting with professionals and organizations seeking to enhance delivery, innovate in tech, and achieve exceptional business results.
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