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
Software installation
Wireless networking
VPN configuration
Incident management
Remote desktop support
IT documentation
System administration
Network security
Mobile device management
Virtualization technologies
ITIL framework
Active directory
Remote support
Troubleshooting skills
Hardware troubleshooting
Technical support
Customer education
User support
Technical documentation
Ticketing systems
Network support
Customer service
Teamwork and collaboration
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