OLUMIDE Ebenezer A
Aberdeen,Aberdeen
Summary
Multifaceted and highly motivated professional with a diverse background as a Desktop Support Engineer, Customer Service Advisor, and Desktop Support Technician, coupled with a recent MSc in Cyber Security. Demonstrated excellence in delivering exceptional technical assistance, customer support, and maintaining seamless operations in various domains. Equipped with strong communication and interpersonal skills, enabling the establishment of trust and rapport with clients, end-users, and colleagues. Adept at swiftly diagnosing and resolving technical issues, providing exceptional customer experiences, and ensuring a secure and compliant digital environment. Passionate about leveraging technical expertise, customer service insights, and cyber security knowledge to empower users and organizations in achieving their goals.
Overview
5
5
years of professional experience
14
14
years of post-secondary education
Work History
Desktop Support Engineer
Greensafe Inteligent (Vanquish Bank)
London, City of London
04.2022 - 08.2022
- Provided comprehensive technical support to 300+ end-users in a hybrid work environment, achieving a 96% satisfaction rating
- Managed remote support tools and VPN configurations for off-site employees to ensure smooth and secure access to company resources
- Implemented a knowledge-sharing platform for IT support, streamlining processes and improving team efficiency
- Coordinated with the network team to identify and resolve complex connectivity issues across both on-site and remote workstations
- Maintained up-to-date IT support documentation, allowing for quick and effective assistance regardless of employee location
- Developed and conducted training sessions on cybersecurity best practices, resulting in a 30% reduction in phishing-related incidents
- Managed Active Directory user accounts, permissions, and Group Policy configurations to ensure adherence to company policies and security guidelines
Customer Service Advisor (Contract)
Peace Recruitment Agency (Unite Students Sites)
Aberdeen, Aberdeen
11.2021 - 03.2022
- Provide knowledgeable guidance on accommodation options, facilities, and policies, contributing to a 20% increase in bookings and renewals
- Collaborate with colleagues and maintenance staff to ensure timely resolution of facility-related issues and enhance the overall resident experience
- Consistently maintain a satisfaction rating above 97%, managing a high volume of inquiries from residents, parents, and university staff via phone, email, and in-person interactions
- Recorded and processed customer data accurately.
- Communicated with suppliers regarding customer orders to verify availability and timeline of delivery.
Desktop Support Technician
Matrix Energy
Warri, Delta
10.2019 - 08.2021
- Single-handedly provided Tier 1 and Tier 2 support to 150+ end-users across multiple departments, achieving a 95% first-contact resolution rate
- Streamlined the process for deploying and configuring new workstations, reducing setup time by 30%
- Spearheaded the adoption of remote support tools, enabling faster issue resolution and a 20% increase in end-user satisfaction
- Collaborated with IT management to develop and maintain an up-to-date knowledge base, reducing ticket resolution time by an average of 15%
- Proactively managed and maintained inventory of IT hardware and software, ensuring compliance with company policies and timely upgrades
Desktop Support Technician
Total Energy & Gas
Ikeja, Lagos
11.2017 - 06.2019
- Assisted in the installation, configuration, and maintenance of desktops, laptops, and peripherals
- Routinely perform hardware and software audits, ensuring compliance with company standards and proactive identification of issues
- Collaborated with the network team to troubleshoot and resolve complex connectivity issues, improving network uptime by 10%
- Mentor and train new team members in desktop support procedures and best practices
- Assisted in creating technical manuals to provide step-by-step instructions to clients.
IT Technical Support Intern,
Digital Age
Ikeja, Lagos
02.2017 - 08.2017
- Delivered first-line support to troubleshoot, diagnose and resolve issues with company software.
- Assisted the IT team in providing technical support to end-users.
- Installed and configured software and hardware on desktops and laptops.
- Troubleshot and resolved basic network connectivity issues
- Conducted software updates and patches
Education
GCSEs - Science Studies
Adebayo Mokuolu Grammar School
Lagos 02.2008 - 01.2014
Higher National Diploma - Computer Science
Rufus Giwa Polytechnic
Ondo, Nigeria 04.2014 - 11.2021
Bachelor of Science - Business Management
Robert Gordon College
Aberdeen, UK 10.2021 - /2022
Master of Science - Cyber Security
Robert Gordon University
Aberdeen /2022 - /2023
Skills
- Proficient in Windows, macOS, and Linux Operating Systems
- Troubleshooting hardware and peripheral devices
- Network configuration and security
- User training and guidance
- Hardware: Desktops, Laptops, Printers, Scanners, Mobile Devices
- Remote Support Tools: TeamViewer, AnyDesk, RDP, AnyDesk
- Applications: Microsoft Office Suite, Banking Software, Anti-Malware Tools
- Ticketing Systems: FreshService, Jira, Zendesk
- Active Directory administration and Group Policy management
- ITIL Foundation Certified
- Network troubleshooting
- SCCM
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Desktop Support Engineer
Greensafe Inteligent (Vanquish Bank)
04.2022 - 08.2022
Customer Service Advisor (Contract)
Peace Recruitment Agency (Unite Students Sites)
11.2021 - 03.2022
Bachelor of Science - Business Management
Robert Gordon College
10.2021 - /2022
Desktop Support Technician
Matrix Energy
10.2019 - 08.2021
Desktop Support Technician
Total Energy & Gas
11.2017 - 06.2019
IT Technical Support Intern,
Digital Age
02.2017 - 08.2017
Higher National Diploma - Computer Science
Rufus Giwa Polytechnic
04.2014 - 11.2021
GCSEs - Science Studies
Adebayo Mokuolu Grammar School
02.2008 - 01.2014
Master of Science - Cyber Security
Robert Gordon University
/2022 - /2023
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