IYANU-OLUWA EMMANUEL ISHOLA
IT Service Desk
Summary
Proactive and highly motivated IT professional with over 3 years of experience in providing technical support and troubleshooting in enterprise environments. Skilled in diagnosing and resolving hardware and software issues, configuring IT systems, and delivering exceptional customer service to diverse end-users. Proficient in Active Directory, MS365, Microsoft Windows, macOS, and basic networking concepts. Adept at collaborating in fast-paced, team-oriented environments with a strong focus on documentation, communication, and user satisfaction. Ready to leverage technical expertise and passion for learning in an IT Support Desktop Specialist role.
Overview
7
7
years of professional experience
3
3
Certificates
5
5
years of post-secondary education
Work History
Digital Library Developer
Brunel University
03.2022 - Current
- Delivered 1st/2nd/3rd line technical support for enterprise library applications, ensuring continuous system functionality and resolving end-user issues.
- Optimized website performance and user experience by updating content, design, and functionality elements regularly.
- Installed, configured, and supported hardware, including printers, kiosks, and book sorters, ensuring seamless peripheral device operation
- Provided hands-on support for Windows 10/11 and enterprise software, building expertise in troubleshooting and diagnosing technical issues
- Diagnosed and resolved workstation and peripheral issues for end-users, ensuring timely and effective hardware/software repairs
- Managed employee onboarding process, account creation, assigning relevant groups and policies and applications.
- Generated reports that lead to decisions that contributed to the University strategy and goals
- Collaborated with team members to document resolutions and technical processes, improving knowledge-sharing within the department
- Delivered training sessions to staff on enterprise applications, increasing user satisfaction and adoption
Shift Lead
Getir UK Ltd
06.2021 - 02.2022
- Provided day-to-day IT support for store operations, troubleshooting software and hardware issues for Windows-based systems
- Trained new employees on IT systems and operational procedures, improving technical literacy and ensuring compliance with company standards and policies.
- Acted as a point of escalation for technical incidents, logging and resolving tickets using Zendesk
- Coordinated team schedules and ensured timely resolution of workstation and infrastructure issues.
- Provided exceptional customer service by addressing inquiries and resolving issues.
Cyber Security Analyst
Farm Konnect Nigeria
03.2020 - 09.2020
- Monitored and analyzed security events using SIEM tools (Sentinel) to identify potential threats and breaches
- Conducted initial triage and analysis of security incidents, escalating as necessary to senior analysts' team
- Performed in-depth forensic analysis of compromised systems to determine the cause and extent of incidents
- Collaborated with cross-functional teams to ensure effective communication and resolution of security incidents
- Developed and implemented incident response plans, playbooks, and procedures to improve organizational readiness
Information Technology Officer
Ibadan South-East Local Government
07.2018 - 08.2019
- Provided 1st/2nd line support for enterprise systems, including SAP and Microsoft applications, resolving user issues with minimal downtime
- Configured and deployed biometric access systems for onboarding and employee access control
- Ensured smooth operation of critical systems by performing routine backups and disaster recovery planning.
- Supported end-users with peripheral device setups, including printers and USB devices
- Documented technical issues and solutions, creating a knowledge base for future troubleshooting
- Managed software updates and hardware upgrades ensuring minimal downtime for endusers
Education
Master of Science - Cyber Security
University of West London
London, United Kingdom 09.2020 - 12.2021
Bachelor of Science - Computer Science & Information Technology
Bowen University
Iwo, Nigeria 09.2014 - 10.2018
Skills
Windows 7
Windows 10
Windows 11
macOS
Linux
Android
IOS
MAC
Microsoft Office Suite
ServiceNow
Zendesk
Antivirus tools
Spyware tools
Active Directory
MS 365
Library Management Systems
SQL Server
Basic DHCP
Basic DNS
LAN
WAN
VPN Configuration
Cabling
Troubleshooting
Problem Resolution
Hardware Configuration
Software Configuration
Customer Support
Communication
Technical Documentation
Reporting
Peripheral Device Setup
Support
Team Collaboration
Training
Team collaboration
Problem-solving
Remote support
Ticketing system
Wireless networking
VPN configuration
Application support
Active directory
Software installation
Certification
ISC2: Certified in Cybersecurity, In Progress
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Digital Library Developer
Brunel University
03.2022 - Current
Shift Lead
Getir UK Ltd
06.2021 - 02.2022
Master of Science - Cyber Security
University of West London
09.2020 - 12.2021
Cyber Security Analyst
Farm Konnect Nigeria
03.2020 - 09.2020
Information Technology Officer
Ibadan South-East Local Government
07.2018 - 08.2019
Bachelor of Science - Computer Science & Information Technology
Bowen University
09.2014 - 10.2018