Johnson Falade O.
Brierley Hill
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Support Engineer
TES-AMM
02.2022 - Current
- Interacted daily with clients via phone communication, logging tickets, and gathering detailed technical information.
- Managed over 50 customer calls per day.
- Supported customers throughout incident response, management, and resolution to deliver expert assistance for technical needs
- Provided end-user support and troubleshooting, ensuring swift escalation for prompt resolution and minimal service impact.
- Implemented and supported remote access solutions including VPN, Terminal Services, and Citrix
- Maintained communication with customers and Account Managers, providing updates on incident progress and notifying them of impending changes or outages.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved various technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Configured hardware and granted system permissions to new employees.
- Installed, configured, tested, and maintained operating systems, application software, and system management tools.
IT Technical Support Engineer
Dyplo Technologies Ltd West Africa
03.2017 - 01.2022
- Receiving, logging, and prioritizing user requests for technical assistance
- Implemented technical solutions to solve customer issues and increase satisfaction
- Escalating issues to second or third-line support teams as required
- Monitoring the status of incidents and service requests, ensuring that users are kept informed of progress
- Recording and tracking incidents and service requests to ensure that they are resolved promptly
- Maintaining a knowledge base of common issues and solutions to enable faster resolution of incidents and service requests
- Providing support for software applications and other IT services, such as email and file sharing
- Assist with IT Capex / asset request form creation/processing
- Allocation of user licenses for staff and associated services
- Providing guidance and support to users on the use of IT equipment and software applications
- Keeping up to date with emerging technologies and industry trends to ensure that users have access to the latest tools and services
- Conducting user satisfaction surveys to identify areas for improvement.
- Connected to computer of client using remote link to install programs and applications
- Documented technical issues and solutions to enable tracking history and maintain accurate logs
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers
- Communicated with clients to verify roots and causes of computer problems
1st Line Support Technician
Compovine Technologies Limited
09.2012 - 02.2017
- Responding to user requests for technical assistance via phone, email, or other channels
- Troubleshooting technical issues and identifying the root cause of problems
- Providing guidance and support to end-users on the use of hardware, software, and other IT equipment
- Configuring and installing new hardware and software as needed
- Collaborating with other members of the IT team to resolve complex technical issues
- Maintaining accurate records of user requests, problem resolutions, and other support-related information
- Escalating issues to 2nd or 3rd line IT support when necessary
- Following established processes and procedures for IT support and service delivery
- Providing training to end-users on how to use new software applications or hardware.
Education
BSc. - Industrial Mathematics
Adekunle Ajasin University
West Africa01.2011
Skills
- Microsoft Exchange Online
- Good knowledge of Active Directory, Azure Active Directory, DNS, and DHCP
- Strong understanding of Endpoint Security Assessment
- Proven ability in designing and implementing schematics for new projects/refresh plans
- Strategic Insights
- Ability to work off own initiative, ensuring security control implementation, and committed to ensuring project deadlines are adhered to
- Good with communication and the ability to form good working relationships
- Software Installation
- Virtualization Technologies
- Mobile Device Management
- Help Desk Support
- Service Level Agreements
- Application support
- Incident Management
Certification
- CompTIA A+
- Fortinet Network Security Associate 1 & 2
- Microsoft Identity, security, and compliance Certification
- Cyber security Entry Level ISC2
- Microsoft Azure Fundamentals Certification (AZ 900)
- ISO/IEC 27001 Information Security Associate
- ITIL V4 (5554-6042193)
Selected Achievements
- Contracted to Lloyds Bank, Thermo Fisher Scientific, HSE, Primark, Pilgrim's UK, HSBC and Amazon with to provide support to over 25,000 employees.
- Worked with a 120 minutes SLA by implementing efficient strategies and optimizing processes in resolving issues, resulting in enhanced service delivery and customer satisfaction.
- Conduct regular maintenance activities to ensure all services are up-to-date and the latest security patches are installed on all devices.
Hobbies and Interests
- Playing Football
- Singing
- Musical Instruments
Timeline
IT Support Engineer
TES-AMM
02.2022 - Current
IT Technical Support Engineer
Dyplo Technologies Ltd West Africa
03.2017 - 01.2022
1st Line Support Technician
Compovine Technologies Limited
09.2012 - 02.2017
BSc. - Industrial Mathematics
Adekunle Ajasin University
- CompTIA A+
- Fortinet Network Security Associate 1 & 2
- Microsoft Identity, security, and compliance Certification
- Cyber security Entry Level ISC2
- Microsoft Azure Fundamentals Certification (AZ 900)
- ISO/IEC 27001 Information Security Associate
- ITIL V4 (5554-6042193)
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