Oluwafemi B. Fatuase
TECHNICAL SUPPORT ENGINEER
Edinburgh
Summary
A highly skilled and solutions-driven IT & Network Support Engineer with a proven track record in delivering exceptional technical support and network administration in enterprise environments. Experienced in the installation and the management of hardware, software, end-user computing (EUC), and network infrastructure, with strong expertise in troubleshooting, system maintenance, and customer service.
Overview
7
7
years of professional experience
4
4
Certifications
Work History
Warehouse Associate
Amazon Fulfillment Center and Service Provider
10.2023 - Current
- Consistently exceed monthly targets by achieving 100% productivity through precise picking, packing, and storing of customer goods
IT Support Engineer (1st Line)
FibreCom Limited
08.2020 - 08.2023
- Provided comprehensive desktop and technical support for Windows-based systems including Windows 7/10, Microsoft Office Suite, and various business applications.
- Delivered 1st and 2nd Line technical support to end users across hardware, software, and networking issues through helpdesk systems, phone, and remote tools such as SCCM and ConnectWise.
- Diagnosed and resolved complex technical issues with desktops, laptops, printers, and mobile devices, ensuring minimal downtime and excellent user satisfaction.
- Administered and supported Active Directory and Office 365, including user onboarding, password resets, mailbox configuration, and license assignments.
- Supported a mixed environment of Windows, macOS, and Linux devices, resolving hardware and software issues, resulting in a 30% improvement in user satisfaction and minimizing downtime.
- Documented support activities in ticketing systems (e.g. ServiceNow, Zendesk), maintaining accurate logs and contributing to internal knowledge bases.
- Monitored system backups, performed basic recovery tasks, and ensured backup systems were functioning as intended.
- Collaborated with external vendors and third-party service providers for escalations, hardware repairs, software licensing, and project support.
- Maintained and tracked IT inventory, including end-user devices and software licenses, ensuring asset accountability.
Network Support Engineer
FibreCom Limited
08.2019 - 08.2020
- Provided first and second-level support for LAN/WAN connectivity, network switches, routers, and structured cabling systems.
- Monitored and maintained network performance using tools such as Wireshark, SolarWinds, or similar monitoring platforms.
- Supported and configured VPN access, remote user connectivity, and wireless networks.
- Collaborated with cross-functional teams on network troubleshooting, performance optimization, and root cause analysis of connectivity issues.
- Participated in network upgrade projects and ensured adherence to ITIL processes for Incident, Problem, and Change Management.
FPOC Microsoft Teams
FibreCom Limited
08.2018 - 08.2019
- Acted as first point of contact for Microsoft Teams related cases for input and review before further escalation.
- Provided first-hand support to engineers on Teams related cases.
- Coordinated and participated in active case reviews.
- Provided key insights and new developments to teammates.
Education
Master of Science - Information Technology
Robert Gordon University
Aberdeen10.2024
Bachelor of Eng - Electrical and Electronics Engineering
Federal University of Technology
Akure10.2017
Skills
- Network & Administration
- 1st Line IT Support
- Cisco Network and Troubleshooting
- Active Directory, Exchange Administration
- Ticketing System Management
- Customer Service & Problem-Solving
- Hardware & Software Troubleshooting
- SharePoint, Office 365
- Windows Server
- Mobile Device Management
Certification
- PITMAN CLOUD SUPPORT ENGINEER (Ongoing)
- ITIL 4 FOUNDATION
- MS-900 MICROSOFT 365 FUNDAMENTALS (In View)
Timeline
Warehouse Associate
Amazon Fulfillment Center and Service Provider
10.2023 - Current
IT Support Engineer (1st Line)
FibreCom Limited
08.2020 - 08.2023
Network Support Engineer
FibreCom Limited
08.2019 - 08.2020
FPOC Microsoft Teams
FibreCom Limited
08.2018 - 08.2019
Master of Science - Information Technology
Robert Gordon University
Bachelor of Eng - Electrical and Electronics Engineering
Federal University of Technology
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