Adesoji Mould
Information Systems Analyst And Consultant
Birmingham,United Kingdom
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. In addition, troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 1 and 2 support knowledge.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
IT Service Desk Analyst
Aston University
Birmingham, West Midlands
02.2022 - 05.2022
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various user groups.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Submitted service tickets for equipment maintenance requests.
- Configured hardware and granted system permissions to new employees.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
IT Manager
Petrodata Management Services Analyst
Lagos, Lagos
06.2019 - 11.2021
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
- Guided organizational technology strategy and roadmaps.
- Managed network and system performance, conducting troubleshooting, security patching and maintenance.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
- Partnered with project team members to identify and quickly address problems.
- Demonstrated familiarity with latest hardware, software and networking technology.
- Updated customers and senior leaders on progress and roadblocks.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
EDMS Sales Manager
Petrodata Management Services Limited
Lagos, Lagos
02.2016 - 06.2019
- Interpreted sales and pricing policies to departmental personnel and customers.
- Established and cultivated solid business relationships with new or existing customers.
- Maintained marketplace visibility marketplace by participating in industry-related and community activities.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Promoted continuing education opportunities for sales team to bolster skills and add value to department.
- Used vendor expertise to deliver educational content to sales team.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Met with clients, delivering presentations and educating on product and service features and offerings.
Technical Support Specialist
Wings of Rescue Limited
Lagos, Lagos
06.2015 - 02.2016
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Resolved a range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Followed up with leads to verify optimal customer satisfaction following engagements.
Solutions Architect
MainOne Cable
Lagos, Lagos
05.2014 - 11.2014
- Customized IP Access solutions to clients' current hardware environments, designing networks to span client locations.
- Maintained current and in-depth understanding of business processes, needs and objectives.
- Developed application architecture strategy to specifically align with client business goals.
- Drafted visual representations of software architecture design for presentation to stakeholders.
- Broke down technical ideas and issues into non-technical terms for business executives.
- Contributed heavily to product development lifecycle of both back-end and customer-facing solutions.
- Authored development guidelines to expedite application design efforts through ready-made frameworks.
Education
Postgraduate Certificate - Information Systems And Technology
University of Liverpool
Liverpool 11.2016 - 11.2016
Master of Science - Artificial Intelligence With Business Analysis
Aston University
Birmingham 09.2021 - 09.2022
Bachelor of Science - Electrical/ Electronic Engineering
University of Ibadan
Nigeria 06.2003 - 11.2007
Skills
Technical issues analysis
Software diagnosis
Ticket support system management
Windows 10
Network diagnostics
Issue troubleshooting
Complaint resolution
User credential management
Training
Lead Implementer / Auditor ISO27001:2013 Training Course
2017
- Acquired the knowledge to develop own Information Security Management System (ISMS) framework and build awareness and support for information security across an organization
- Gained an understanding of effective information security management processes throughout an organization and therefore protection of information assets (through integrity, confidentiality and availability) and those of interested parties.
- Developed vital processes, policies and procedures for immediate implementation.
- Obtained the knowledge and skills to be able to lead a team to conduct an audit of an ISMS in any organization
- Acquired the process knowledge to be able to conduct an Information Security Management System audit to assess and improve conformance with ISO/IEC 27001
Timeline
IT Service Desk Analyst
Aston University
02.2022 - 05.2022
Master of Science - Artificial Intelligence With Business Analysis
Aston University
09.2021 - 09.2022
IT Manager
Petrodata Management Services Analyst
06.2019 - 11.2021
Postgraduate Certificate - Information Systems And Technology
University of Liverpool
11.2016 - 11.2016
EDMS Sales Manager
Petrodata Management Services Limited
02.2016 - 06.2019
Technical Support Specialist
Wings of Rescue Limited
06.2015 - 02.2016
Solutions Architect
MainOne Cable
05.2014 - 11.2014
Bachelor of Science - Electrical/ Electronic Engineering
University of Ibadan
06.2003 - 11.2007