Musa Akorede Salami-Ajiroba
London,City of London
Summary
IT professional with 7+ years of experience in Windows 10/11 and 3+ years managing Windows Servers. Expertise in Active Directory, systems monitoring, and VMware, with a proven track record in diagnosing faults and resolving SLA/KPI tickets. Strong skills in user account management, application deployment, and technical troubleshooting for hardware and software. Committed to enhancing IT infrastructure and supporting business objectives through effective customer support and process documentation.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
IT Support Engineer/ IT Technician
The Kemnal Academy Trust
09.2022 - 08.2025
- Focused and resolved 1st and 2nd line support responsibilities with 100% customer and client satisfaction.
- Installed and configured servers, computer, laptops and apple operating systems (Windows 10/11, Chrome OS and MAC OS) and applications. Using deployment software such as SCCM & JAMF.
- Overseen the deployment, configuration and management of +3000 Windows, Apple and Google devices.
- Monitored and maintained computer systems and networks using various tools (VMWare, Hyper-V, Action1 Agent, Aruba Wireless, Locker, Windows Servers, Domotz, Redstore Backup, CrowdStrike and Sophos).
- Used PowerShell and Command Prompt to automate updates and enforce security policies.
- Diagnosed and resolved hardware and software faults, troubleshooting system and network problems.
- Ensured adherence to SLAs and OLAs by consistently working on tasks to completion or escalating to third parties using FreshService ticketing system, consistently resolving over 250 tickets per month while maintaining 99% resolution rate within SLA.
- Provided support for AV system, Google Meet, Teams and Zoom conferencing and network printers.
- Worked closely with 3rd line support to absorb and learn and develop greater understanding of issues.
- Provided support, including asset management, procedural documentation and relevant reports.
- Supported the roll-out of new applications and infrastructure changes.
- Managed and resolved user accounts and profiles and resolved password issues using Active Directory and Google Admin Console ensuring seamless IT operations.
Customer Service Advisor
Axis Europe PLC
11.2021 - 06.2022
- Resolved client grievances and provided effective solutions.
- Arranged appointments for clients and created cost-effective solutions for future appointments.
- Collaborated with Schedulers, Supervisors, and tradespeople to organize and schedule work.
- Utilized ROCC & FLS IT Systems to plan operatives' days, maximizing productivity and optimizing routes.
- Logged, changed, and updated job information on the job management system/database.
Customer Service Advisor/Team Leader
Paddy Power
London
10.2019 - 12.2020
- Maintained accurate records of profits, losses, and takings, fostering positive customer relationships to meet requirements and achieve financial targets.
- Addressed customer difficulties related to network usage via phone calls.
- Ensured compliance with health and safety and responsible gambling legislations for customers and staff.
- Monitored and reviewed team performance to meet company targets.
- Managed multiple databases, including card transaction receipts, customer payouts, FOBT, and BGT machines, processing them through Paddy Power betting till software to ensure accurate financial records.
Education
BSc - Computing
Middlesex University
01.2016 - 01.2018
Diploma - ICT Systems & Support with Cisco
Lewisham College
01.2015 - 01.2016
Higher Certificate - Computing Application & Support
National College of Ireland
01.2012 - 01.2014
Skills
- Windows 10/11 7 years
- Windows Servers 3 years
- Active Directory
- Systems monitoring
- Vmware
- Fault diagnosis
- SLA/KPI Ticket resolution
- User account management
- Application deployment
- Technical troubleshooting hardware and software
- Customer support(Complaint Handling, Communication Skills, Relationship building, Interacting with clients)
- Process documentation
- Asset management
- Remote desktop experience
- Network topology familiarity
Certification
- Cyber Security Awareness, 11/22, 100%
- Google Educator Level 1 & 2, 07/22
- CompTIA+ 220-001 + 220-002, 03/21
- TKAT Server Solutions Training, 03/25
- TKAT Switch Training, 06/25
- Google Systems Administration and IT Infrastructure Service, 04/22
- Google Operating Systems and You: Becoming a Power User, 03/22
- Google The Bits and Bytes of Computer Networking, 03/22
- Google Technical Support Fundamentals, 01/22
Custom
Available upon request.
References
References available upon request.
Timeline
IT Support Engineer/ IT Technician
The Kemnal Academy Trust
09.2022 - 08.2025
Customer Service Advisor
Axis Europe PLC
11.2021 - 06.2022
Customer Service Advisor/Team Leader
Paddy Power
10.2019 - 12.2020
BSc - Computing
Middlesex University
01.2016 - 01.2018
Diploma - ICT Systems & Support with Cisco
Lewisham College
01.2015 - 01.2016
Higher Certificate - Computing Application & Support
National College of Ireland
01.2012 - 01.2014
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