Jordan Olatunji
Customer Support Representative
âThe Escalation Specialistâ
Technical Support Engineer | Escalation Master
ð Austin, TXðž 7 years experienceðĒ Customer Success
ðĪ About
Handles the most difficult, high-stakes customer issues with extreme speed and calm.
Jordan loves broken things because it means he gets to fix them. A self-taught coder, he bridges the gap between frustrated users and confused engineers, speaking both 'angry customer' and 'technical jargon' fluently.
ðŠ Key Strengths
Technical TroubleshootingDe-escalationCrisis Management
ðž Work History
Salesforce
Tier 3 escalations
2019â2024
- Resolved 500+ critical severity issues
- Mentored 15 junior agents on technical troubleshooting
Dell
IT Support
2017â2019
- First call resolution rate of 85%
ð Industry Certifications
Other
â ITIL 4 Foundationâ CompTIA A+
Amazon Web Services
â AWS Certified Cloud Practitioner
ð Education
B.S. Information Technology
Texas A&M
2017
ð ïļ Skills
Technical SupportAPI TroubleshootingSQLJiraBug TriagingSystem DiagnosticsDe-escalationDocumentation