Summary
Overview
Work history
Education
Skills
Languages
Certification
Timeline
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Lukman Owoake

Croydon,City of London

Summary

Dedicated IT support professional with expertise in remote desktop applications and CRM software. Proficient in managing service desk operations and providing exceptional customer support. Holds an NCFE Level 3 Certificate in Cyber Security Practices, ensuring a secure IT environment. I am an enthusiastic team player who contributes best practice, standards and compliant approaches in order to achieve collective organizational goals. I am proactive, target driven, dynamic and enjoy working in a challenging environment. Highly motivated individual with strong passion for IT, especially in Technical Support and Business Application

Overview

6
6
years of professional experience
1
1
Certification

Work history

Service desk analyst

NABTECH
01.2024 - Current
  • Utilized diagnostic software for effective problem solving in fast-paced environment.
  • Assisted users with hardware setup, ensuring seamless work experience.
  • Tracked and logged all service desk tickets using specific software tools, improving response times.
  • Established positive working relationships through excellent communication skills.
  • Managed and resolved IT service desk queries, contributing to excellent customer support.

IT support assistant

HERAKLES NETWORKS LIMITED
10.2022 - 12.2023
  • Managed helpdesk queries efficiently, leading to improved customer service ratings.
  • Set up user accounts and permissions for secure access control.
  • Ensured smooth operations with routine system maintenance tasks.
  • Installed and configured computer systems for optimized performance.
  • Enhanced network security with installation of updated antivirus software.

Customer service advisor

Freshbite Pastries Delight
12.2019 - 08.2022
  • Built rapport with clients through empathetic handling of concerns.
  • Coordinated with other teams to resolve multi-faceted client problems swiftly.
  • Resolved pressing customer issues, ensured repeat business.
  • Handled high volume of calls daily for faster issue resolution.
  • Improved customer satisfaction by promptly addressing queries and complaints.
  • Responded to difficult situations calmly, gained trust of aggrieved customers.

Education

Bachelor of Science - ECONOMICS

OLABISI ONABANJO UNIVERSITY

Skills

  • Remote desktop applications
  • Ability to use CRM software- application Remedy, Service- Now & Auto Task
  • Perform system administration duties in Windows Active Directory environment & ITIL
  • Perform all client software- installation and support remote users in accessing corporate resources
  • Perform network troubleshooting to isolate and diagnose common network problems

Languages

English
Fluent

Certification

NCFE LEVEL 3 CERTIFICATE IN CYBER SECURITY PRACTICES

Timeline

Service desk analyst

NABTECH
01.2024 - Current

IT support assistant

HERAKLES NETWORKS LIMITED
10.2022 - 12.2023

Customer service advisor

Freshbite Pastries Delight
12.2019 - 08.2022

Bachelor of Science - ECONOMICS

OLABISI ONABANJO UNIVERSITY

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