Oladayo Ajayi

Outline

Working for a large Fintech company as part of an infrastructure team, accountable for managing virtual environments. Ensure smooth system functioning to support business operations and productivity for end users.

Key Responsibilities

• Provided on-site and remote technical support to end-users, resolving hardware and software-related issues promptly
• Installed, configured, and maintained desktops, laptops, and peripheral devices, ensuring optimal performance
• Troubleshooting and resolving technical issues reported by users, providing timely and effective support
• Handling user accounts, access controls, and permissions on various systems and applications.
• Installing and maintaining software applications, ensuring proper licensing and compliance
• Assisting with IT infrastructure projects and collaborating with other teams to achieve organizational goals
• Creating and maintaining documentation related to system configurations, procedures, and troubleshooting steps.
• Participating in on-call rotations or providing after-hours support as needed
• Evaluating and recommending new technologies and solutions to enhance system performance and efficiency
• Maintaining inventory of hardware and software assets

Key
Achievements/Projects

• Established a centralized IT documentation and knowledge base system. improving team collaboration and reducing troubleshooting time by 25%
• Implemented a comprehensive user training program, reducing helpdesk tickets by 30% and improving user satisfaction with IT services.
• I utilized PowerShell to create scripts that disabled inactive accounts in compliance with the 3-month policy rule. This automated process led to a 75% increase in efficiency, reducing the time spent by the Servicedesk.
• Disposal of IT Equipment. Collaborated with team members to identify high volumes of old laptops and other IT equipment, and successfully organized their collection with a third-party WEE (Waste Electrical and Electronic Equipment) collection service, ensuring proper disposal and certification of destruction.

Outline

Working as part of a large IT support team for an FCMG company accountable for the maintenance and repair of client machines on-site and remotely.

Key Responsibilities:

• Worked across a broad range of technologies and liaised across multiple areas of the business to support incidents, problems, and requests
• Responsible for answering IT requests via phone, email, live chat, or instant message and explaining solutions in technical and nontechnical terms
• Logging and successfully resolving or escalating all IT support issues deskside or remotely
• Building and configuring desktops, laptops, tablets, mobile phones
• Liaising with 3rd party vendors to resolve hardware, software, and printer issues
• Resolving LAN and WiFi connectivity issues
• Monitoring server disk space, CPU, and memory usage with Nagios and Centreon
• Manage backups with Backup Exec
• Manage user account creation and administration in IFS Applications (ERP Systems)
• Providing induction and deskside training for New Starters

Key Achievements/Projects

• Reduction in ticket volumes: Successfully achieved a 50% reduction in high ticket volume within a month by identifying and cleansing old service desk tickets, utilizing data analysis and process improvement techniques. Collaborated with cross-functional teams and users to implement a solution that enhanced customer satisfaction and improved overall service quality.
• VIP Office Executive Teams Meeting Rooms: Successfully coordinated with third-party suppliers to replace old AV systems with Microsoft Teams meeting rooms at VIP executive office, ensuring accurate network details were supplied for installation and password records were securely stored for future reference.
• Developed a comprehensive how-to guide and provided training on equipment use to ensure seamless adoption and optimal functionality.

Outline

Worked as part of Technical Support teams of up to 5 people implementing the rostering and coverage tool (Quintiq) application to operational staff on their Mobile iPad and desktops

Key Responsibilities:

• Answering technical customer questions over the phone and helped troubleshoot and fix existing problems
• Receive and log requests for support from the help desk and other related departments on a scale of preference according to the needs of the organization
• Managed call flow and responded to technical support needs of customers
• Remote into customers' desktops and helped provide training on company-supported Web and Desktop applications
• Documented in Remedy incidents, requests, and escalations made during support calls
• Assisting the workforce Planning department with daily operational functions
• Researched and updated all required materials needed for access to the department
• Created a SharePoint site where all Help Desk Training Materials, Tools, helpful Hints, and Links can be located in one place and available to the entire team
• Implemented the rostering and coverage tool (Quintiq) application to operational staff on their Mobile IPad and desktops
• Ensuring data accuracy and consistency between SAP and Rostering &Coverage Tool, as well as maintaining up-to-date records of systems, services, contracts, and information assets as part of the Digital Service's configuration management database (CMDB).

outline

Worked in the Managed Operation as an analyst resolving complex problems by providing 1st to 2nd line support

outline

Worked in Managed Operation service line of Atos Origin as an analyst resolving complex problems by providing 1st to 3rd line support