Olumide Ambelorun
Service Help Desk Engineer
Summary
I'm an experiencedapproachable, and adaptable IT Support Specialist with over 6 years of hands-on experience providing 1st to 3rd Line support in busy, fast-paced, dynamic environments. I’ve worked across a mix of hardware, software, networking, security, and cloud-based systems—resolving everything from user access issues to more complex infrastructure faults using tools like Active Directory, Office 365, Windows OS, and Azure.
I’ve supported both technical teams and non-technical users, often acting as the link between IT and business units. My background also includes working in the financial sector, where I helped uphold strict security, GDPR, and MFA standards while managing tickets through ServiceNow and Jira in line with SLA expectations.
Known by colleagues for being calm under pressure, great at breaking down technical problems, and always focused on delivering a smooth user experience. I’ve also been recognised with multiple customer service awards for my problem-solving approach and collaborative mindset.
Overview
10
10
years of professional experience
4
4
Certifications
Work History
Service Help Desk (2nd Line IT Support)
SantanderUK
08.2024 - Current
- Provided 2nd Line support to colleagues across the business, helping to resolve technical issues with systems, hardware, and software while keeping within SLA targets and ensuring minimal disruption to daily operations.
- Played a key role in supporting secure access to Santander’s digital platforms, including setting up multi-factor authentication (MFA) and ensuring user compliance with GDPR and security protocols.
- Worked closely with technical teams to investigate and resolve recurring service issues—often identifying root causes and contributing to long-term fixes that improved system reliability.
- Handled support tickets through ServiceNow, making sure updates were clearly logged and users stayed informed throughout the resolution process.
- Known for being approachable and easy to talk to, often praised by colleagues for explaining technical steps in a simple, supportive way—especially during time-sensitive or stressful incidents.
Senior Customer Service Advisor (Fraud Team)
SantanderUK
10.2023 - 08.2024
- Helped customers through complex fraud-related issues by providing clear, reassuring support while making sure their accounts and data stayed secure and compliant with banking regulations.
- Worked closely with IT and back-office teams to report and troubleshoot unusual transactions, system errors, or service disruptions, ensuring problems were resolved quickly and thoroughly.
- Kept accurate and detailed notes using systems like ServiceNow, making sure every case was properly tracked and followed up in line with service level expectations.
- Built a reputation for staying calm under pressure—especially in high-volume or sensitive situations—by communicating clearly and focusing on delivering a supportive customer experience.
IT Service Help Desk Engineer
Teliytech Ltd
07.2019 - 09.2023
- Provided friendly and reliable 2nd and 3rd line support for colleagues, helping with everything from system errors and email issues to network and connectivity problems across both on-site and cloud platforms like Office 365 and Azure AD.
- Diagnosed and resolved a mix of day-to-day tech challenges, including password lockouts, VPN access, hardware faults, and software glitches—always aiming to fix things quickly while keeping users in the loop.
- Took ownership of escalated tickets through ServiceNow, working under time pressure to meet SLAs without losing the human touch.
- Supported system upgrades, patch installations, and managed user accounts through Active Directory, helping keep systems secure and running smoothly.
- Regularly shared fixes and how-to guides with the wider team by updating the internal knowledge base and offering support to junior staff when needed.
IT Support Analyst (1st & 2nd Line)
OOA Consulting
03.2015 - 01.2019
- Acted as the first point of contact for colleagues needing tech support, helping them with everyday issues like slow systems, software glitches, and connection problems—whether they were working on-site or remotely.
- Looked after user accounts and access through Active Directory and Office 365, handled password resets, and made sure people had the right permissions to do their jobs securely and efficiently.
- Logged and tracked support requests using ServiceNow and Jira, keeping users updated while working with senior IT teams to get more complex problems resolved quickly and in line with SLA expectations.
Education
Master of Science - Project Management
Northumbria University
Newcastle Upon Tyne, United Kingdom 05.2001 -
Bachelor of Science - Geography And Planning
Kogi State University
Kogi State, Nigeria 05.2001 -
Skills
- Technical Support: 1st–3rd Line IT Support, End-User Assistance, Remote/Desktop Troubleshooting, Hardware & Software Diagnostics, Issue Escalation
- Systems & Platforms: Windows OS, macOS, Linux, Active Directory, Azure AD, Office 365, Exchange, Intune, SCCM, VPN, DNS/DHCP
- Networking & Infrastructure: TCP/IP, LAN/WAN Support, VPN Configuration, Firewall Administration, Network Troubleshooting, Infrastructure Monitoring
- IT Service Management: Incident & Problem Management, SLA Compliance, Root Cause Analysis, ITIL Best Practices
- Tools & Technologies: ServiceNow, Jira, Zendesk, SolarWinds, Remote Access Tools, Knowledge Base Management
- Collaboration & Communication: Customer Service, Cross-Team Collaboration, Stakeholder Engagement, Technical Documentation, End-User Training, Process Improvement
Accomplishments
Employee of the Year – Santander UK Fraud Team (2024)
• 5x Employee of the Month – Santander UK (2024)
• CEO Recognition – Mike Regnier, Santander UK (2024)
Certification
ITIL v4
Timeline
Service Help Desk (2nd Line IT Support)
SantanderUK
08.2024 - Current
Senior Customer Service Advisor (Fraud Team)
SantanderUK
10.2023 - 08.2024
IT Service Help Desk Engineer
Teliytech Ltd
07.2019 - 09.2023
IT Support Analyst (1st & 2nd Line)
OOA Consulting
03.2015 - 01.2019
Master of Science - Project Management
Northumbria University
05.2001 -
Bachelor of Science - Geography And Planning
Kogi State University
05.2001 -
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