Abdul-moshood Odeseye
Senior Service Desk Engineer
Sheffield
Summary
An highly skilled Service Desk Engineer with over four years of experience, I specialize in diagnosing, troubleshooting, and resolving complex hardware, software, and network issues across various environments. Renowned for delivering exceptional customer support, I efficiently address technical challenges to minimize downtime and optimize system performance. My expertise includes managing user accounts, performing system maintenance, and providing strong IT infrastructure support to ensure seamless operations. I have a proven track record of driving IT projects and implementing advanced technologies to enhance productivity. Additionally, I am recognized for mentoring junior team members, fostering collaboration, and sharing best practices. With a passion for technology and a commitment to staying current with industry trends, I am dedicated to delivering top-tier technical support to users of all proficiency levels.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
Work History
2nd and 3rd Line Support Engineer
Littlefish
Sheffield, Sheffield
02.2024 - Current
- Conducted root cause analysis on recurring issues, developing long-term solutions to prevent future occurrences.
- Maintained up-to-date knowledge of industry trends and emerging technologies through ongoing professional development activities.
- Evaluated new tools and technologies, recommending strategic investments that aligned with company goals and objectives.
- Streamlined troubleshooting processes for faster issue resolution and improved customer satisfaction.
- Mentored junior team members by sharing knowledge and best practices, fostering a collaborative work environment.
- Contributed to the successful implementation of software rollouts and upgrades following established change management procedures.
- Served as a liaison between technical teams and non-technical stakeholders, effectively communicating complex information in layman''s terms.
- Participated in the creation and review of IT policies and procedures, contributing to a more robust and efficient IT environment.
- Provided exceptional customer support experience by combining kindness, thoughtful insights and concise responses.
- Enhanced system performance by conducting regular maintenance and updates on IT infrastructure.
- Troubleshot, investigated and created detailed bug reports.
- Applied knowledge to provide support needed and anticipate future questions.
- Collaborated with 1st line support engineers to address complex technical issues, ensuring seamless service delivery.
- Delivered timely and effective solutions for hardware and software problems, contributing to increased productivity among end users.
- Ensured optimal network performance by monitoring key metrics and proactively addressing any bottlenecks or issues identified.
- Implemented technical solutions to solve customer issues and increase satisfaction.
Service Desk Engineer
Nabtech Limited
Barnsley, Gloucestershire
05.2022 - 02.2024
- Managed user accounts, permissions, and access controls, safeguarding company data while maintaining efficiency in daily operations.
- Documented resolutions to common problems, streamlining future troubleshooting efforts for both colleagues and end users.
- Collaborated with team members to diagnose and resolve complex technical issues for clients.
- Actively participated in cross-functional teams to address critical IT-related projects or initiatives that required service desk involvement.
- Responded promptly to after-hours support requests when necessary, demonstrating commitment to exceptional customer support at all times.
- Enhanced customer satisfaction by resolving service desk tickets in a timely and efficient manner.
- Contributed to increased first-call resolution rates by effectively utilizing available resources and tools during troubleshooting efforts.
- Improved client relationships through consistent communication, providing status updates on ongoing issues and resolutions.
- Provided remote support for users in various locations, ensuring efficient resolution of issues despite geographical challenges.
- Configured equipment such as desktops, laptops, printers, and mobile devices for deployment throughout the organization.
- Supported software rollouts across multiple platforms, ensuring seamless integration for end users.
IT Support Specialist
OOA CONSULTING
Lagos
10.2018 - 01.2022
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Helped streamline repair processes and update procedures for support action consistency.
- Developed and implemented preventive maintenance procedures.
- Assisted in development of system security protocols.
- Offered assistance in implementing and developing training programs.
- Generated reports to track performance and analyze trends.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Monitored system performance to identify potential issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
IT Technical Support Intern
OOA CONSULTING
Lagos , North Ayrshire
03.2018 - 10.2018
- Provided exceptional customer service when responding to help desk requests, maintaining professionalism at all times.
- Improved user satisfaction by promptly addressing IT issues and providing effective solutions.
- Contributed to the successful completion of IT projects by effectively managing tasks within deadlines.
- Collaborated with colleagues to implement innovative solutions for recurring technical challenges.
- Contributed to a positive work environment within the IT department by maintaining a solutions-oriented mindset and a collaborative team spirit.
- Assisted users in navigating complex technical issues, fostering a positive experience with company technology resources.
- Developed strong rapport with staff members, building trust as a reliable resource for IT support needs.
- Supported IT department goals through active participation in team meetings, brainstorming sessions, and project collaboration.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Master of Science - International Business Management
Sheffield Hallam University
Sheffield, United Kingdom 01.2022 - 06.2023
Bachelor of Science - Accounting
Olabisi Onabanjo University
Ogun State 01.2013 - 02.2018
Skills
Network troubleshooting
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved network connectivity issues, which led to a 30% reduction in downtime and improved user productivity.
- Achieved improved data protection and compliance by addressing and resolving security vulnerabilities accurately.
- Led a team of 8 engineers, coordinating tasks and projects to meet deadlines and achieve organizational goals.
- Directed a team of 7 service desk engineers, ensuring adherence to best practices and achieving a 95% customer satisfaction rate.
Certification
Microsoft Certified, Azure Fundamentals (AZ-900) - Microsoft.
Timeline
Microsoft Certified, Azure Fundamentals (AZ-900) - Microsoft.
02-2025
2nd and 3rd Line Support Engineer
Littlefish
02.2024 - Current
Service Desk Engineer
Nabtech Limited
05.2022 - 02.2024
Master of Science - International Business Management
Sheffield Hallam University
01.2022 - 06.2023
IT Support Specialist
OOA CONSULTING
10.2018 - 01.2022
IT Technical Support Intern
OOA CONSULTING
03.2018 - 10.2018
Bachelor of Science - Accounting
Olabisi Onabanjo University
01.2013 - 02.2018
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