Joseph Godwin
IT Engineer
London
Summary
Results-driven IT engineer with 6+ years of experience managing and maintaining large-scale enterprise IT systems. Skilled in project management, with focus on IT security and compliance. Willing to take on greater responsibilities to meet team goals.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
IT Engineer
Nike
London
10.2022 - Current
- Supporting all retail stores in London.
- Actively monitoring network systems to detect device and connection failures.
- Install, image, and troubleshoot client workstations such as Mac, Windows OS, iOS, and Androids.
- Managed team of 3 technical support, providing additional assistance and dealing with escalations.
- Actively participated in network Installation across different stores.
- Conducted store quarterly health check.
- Governed all levels of IT compliance, ensuring data security and GDPR operations.
- Logged tickets using ServiceNow and escalates complex issues to appropriate team and follow-up until resolution.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Executed troubleshooting and server support in both in-person and remote situations.
IT Support Analyst
Strongbox Technologies Ltd
08.2021 - 09.2022
- Worked closely with end-users to assess business requirements, support change, and deliver high-quality customer experiences.
- Conducted practical IT support service training for junior staff, leading to improved operational efficiency.
- Privileged access to new users, modifying, password resets, and account unlocks.
- Troubleshooting operating systems, hardware, and software problems to identify root causes.
- Installation of trust-approved third-party software.
- Gave first-line support to customers within agreed Service Line Agreement (SLA).
Technical Support
Afrilight Tech
02.2018 - 08.2021
- Handled and resolved technical questions, communicating clearly to non-technical audiences for easy understanding.
- Used ticketing systems to effectively prioritize end-user issues (Freshworks).
- Educate users on appropriate use of company software.
- Analyzed escalated issues and promptly identified solutions, exceeding KPI targets by 20%.
- Ensured smooth service desk operations, acting as facilitator between end users and development team.
- Handled escalated customer queries and disputes, finding swift resolutions within minutes to maintain excellent customer relations.
Education
Master of Science - Cyber Security And Forensics
University of Westminster
London 09.2021 - 09.2022
Bachelor of Science - Mathematics
Modibbo Adama University of Technology
02.2012 - 07.2017
Skills
- Application support L2, L3
- In-depth Knowledge of windows, MacOS, iOS and Android operating systems
- Customer service expert
- Ticketing systems (ServiceNow, Freshworks)
- Knowledge of physical, network, and software security
- Familiarity with penetration testing ( Nessus, Nmap, Wireshark, Linux, Metasploit)
- Familiarity with (TCP/IP, LAN, WAN, VPN, Firewall, IDS/IPS), SCCM, SEIM, JAMF, SolarWinds, VMware Edge
- Interpersonal strengths and time management
- Technical issues analysis
- Network Hardware and Software Maintenance
- Training Junior Team Members
- VoIP Phone System Knowledge
- User Experience
Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementFlexible work hoursPersonal development programsWork from home optionTimeline
IT Engineer
Nike
10.2022 - Current
Master of Science - Cyber Security And Forensics
University of Westminster
09.2021 - 09.2022
IT Support Analyst
Strongbox Technologies Ltd
08.2021 - 09.2022
Technical Support
Afrilight Tech
02.2018 - 08.2021
Bachelor of Science - Mathematics
Modibbo Adama University of Technology
02.2012 - 07.2017
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