ADEKEMI AWOMOLO
England
Summary
Technical IT Support Analyst with 5+ years of experience in delivering first-line support in dynamic environments. Expertise in managing ITSM queues, resolving incidents, and fulfilling service requests across Office 365, Windows 10, and Azure. Proficient in ITIL processes, ticketing systems like ServiceNow and Remedy, and tools such as Active Directory and SCCM. Committed to enhancing service desk operations and ensuring compliance with SLAs and KPIs.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Edutech Consult
01.2024 - Current
- Reduced query resolution time by 18% through exploratory data analysis of internal academic systems.
- Collaborated with IT department to evaluate data handling for compliance with cybersecurity protocols.
- Enhanced incident response times by supporting analysis and documentation of security incidents.
- Integrated SQL and Excel-based tracking systems for effective reporting on cybersecurity KPIs.
- Ensured over 95% audit pass rate by conducting risk assessments and compliance checks on client platforms.
- Contributed to Agile sprints for development of a data governance platform.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Patched software and installed new versions to eliminate security problems and protect data.
- Monitored system performance to identify potential issues.
IT Support Specialist
Deloitte
10.2019 - 01.2024
- Resolved 85% of user incidents on first contact via phone, email, and ticketing platforms (ServiceNow).
- Triaged and prioritized tickets to ensure timely resolution within SLA targets.
- Managed user accounts and permissions in Active Directory, including onboarding and access reviews.
- Troubleshot software and hardware issues across Microsoft 365 Suite and Windows 10 environment.
- Installed and upgraded software using SCCM while supporting hardware setups for users.
- Maintained accurate documentation to enhance IT knowledge base and compliance standards.
- Investigated basic security incidents, escalating significant threats to Information Security Team.
- Participated in process improvement initiatives, reducing average resolution time by 25%
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
IT Support Analyst
Zenith Bank
01.2016 - 05.2019
- Provided timely IT service desk support to internal users through phone and email channels.
- Achieved 20% reduction in downtime via effective incident triage and desktop support.
- Managed hardware and software inventories to optimize resource allocation and availability.
- Diagnosed complex hardware, software, and network issues, ensuring rapid resolution.
- Executed automation scripts that streamlined support processes and documented recurring issues.
- Responded promptly to customer inquiries, delivering technical assistance efficiently.
- Patching software and installing new versions protected data from security threats.
- Contributed to development of system security protocols to strengthen defenses.
Education
MSc - Cybersecurity Management
The University of Law
10.2024
BSc - Mass Communication and Technology
Oduduwa University
10.2017
Skills
- Technical support and troubleshooting
- ITSM tools (ServiceNow, Remedy)
- Incident and problem management
- ITIL foundations
- Active directory and access management
- SCCM and Azure expertise
- Remote and onsite desktop support
- Laptop imaging and software installation
- Cybersecurity awareness and incident escalation
- Communication and interpersonal skills
- Problem solving and analytical thinking
- Data analytics and business analysis
- Project management methodologies
- Time management and attention to detail
- Network diagnostics and user support
- Customer service excellence
- Systems analysis and application installations
- Technical issues analysis and complaint resolution
- User credential management and hardware upgrades
- Microsoft Office Specialist (MOS) expert
- Technical troubleshooting
- Technical support
- Software installation
- Microsoft outlook
Certification
- ITIL Foundation Certification – Coursera
- Microsoft Azure Fundamentals – Microsoft
- CMI Level 7 in Strategic Management – Chartered Management Institute
- CISA – In Progress
Technical Tools & Platforms
ITSM Tools: ServiceNow, Remedy, Zendesk
OS: Windows 10, macOS
Network: TCP/IP, DNS, DHCP
Tools: Microsoft 365, SharePoint, SCCM, Azure, AD, Google Workspace
Languages: PowerShell, Python (Basic)
Timeline
IT Support Specialist
Edutech Consult
01.2024 - Current
IT Support Specialist
Deloitte
10.2019 - 01.2024
IT Support Analyst
Zenith Bank
01.2016 - 05.2019
BSc - Mass Communication and Technology
Oduduwa University
MSc - Cybersecurity Management
The University of Law
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