Oluwatobi Murewa
Doncaster,DNC
Summary
Resourceful IT Technical Support with over 11 years of diverse IT service experience for various hardware and software platforms. Relentless troubleshooter with persistence and a passion for teamwork and helping others while adapting to unexpected challenges. Committed to keeping abreast of new technologies and proven at uncovering new, timesaving solutions to common service issues.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
AMS (Lloyds Banking Group Lovell Park, Leeds UK Site)
Leeds
05.2023 - Current
- Providing 1st line IT Support to business users across the network, reducing the number of incidents progressing to 2nd line support.
- Provided technical assistance to customers via telephone and email, troubleshooting hardware and software issues.
- Maintained customer records in ticketing system, documenting all interactions with customers.
- Assisted users in resolving technical problems by following standard procedures and escalating unresolved issues to the appropriate IT teams.
- Resolved customer inquiries regarding product features, functionality, compatibility, service availability.
- Performed daily tasks such as creating user accounts, resetting passwords, installing applications, and configuring systems.
- Collaborated with other members of the IT team to ensure successful resolution of customer requests within established SLAs.
- Ensured compliance with company policies related to security standards when providing technical support.
- Served as first point of contact for incoming technical service calls and emails.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
IT Administrative Officer
Crown Flour Mill (An Olam Company)
Ilorin - Kwara
12.2016 - 01.2023
- Providing 1st and 2nd line IT Support for over 500 internal users and several remote users in our Ilorin Office and supporting ongoing IT change projects.
- Provided technical assistance to customers, colleagues and managers on a variety of IT related issues.
- Maintained and monitored network systems, including firewalls, routers, switches, storage solutions and other hardware components.
- Installed, configured and tested computer hardware such as laptops, desktops and servers.
- Created user accounts with appropriate permissions in Active Directory environment.
- Assisted with the deployment of new applications and services in production environments.
- Coordinated with vendors to resolve hardware and software compatibility issues.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Asked customers targeted questions to diagnose problems and provided timely solutions.
IT Support Engineer
Computer Warehouse Limited / First City Monument Bank (FCMB)
Lagos
07.2012 - 12.2016
- Reporting to the IT Service Desk Manager, I deployed client-based banking & non-banking solutions within the provisions of the service level agreement (SLA) between the Computer Warehouse Limited and the First City Monument Bank (FCMB) in several branches within Lagos
- I supported a diverse range of users including the customer service center staff.
Education
B.Ed. Economics -
University of Ibadan
Skills
- User support
- Software & Hardware Troubleshooting
- Desktop support
- Networking (Routing & Switching
- IP Subnetting
- VLAN
- Windows Environment
- Firewall Management
- Onsite & Remote support
- Infrastructure project support
- Active Directory
- Office 365
- Service Now
- Azure AD
- Microsoft office
- Microsoft Teams
- Effective Communication
- Problem-Solving Abilities
- Printers
- Collaborative Team Player
Certification
- Cisco Certified Network Associate (CCNA) in view
- Introduction to Cyber Security (Cisco Networking Academy verified badge)
- Microsoft Certified Server Administrator (MCSA – Server 2019) Training
- Microsoft Certified IT Professional (MCITP) Enterprise Desktop Support Technician on Windows 10 Training
- Microsoft Certified Technology Specialist (MCTS) Windows 10 Configuring Training
- Microsoft Certified IT Professional (MCITP) Enterprise Desktop Support Technician on Windows 7
- Microsoft Certified Solution Associate (MCSA)
- Microsoft Certified Technology Specialist (MCTS) Windows 7 Configuring
- Microsoft Certified Server Administrator (MCSA – Server 2012) Training
References
Available on request
Timeline
Service Desk Analyst
AMS (Lloyds Banking Group Lovell Park, Leeds UK Site)
05.2023 - Current
IT Administrative Officer
Crown Flour Mill (An Olam Company)
12.2016 - 01.2023
IT Support Engineer
Computer Warehouse Limited / First City Monument Bank (FCMB)
07.2012 - 12.2016
B.Ed. Economics -
University of Ibadan
- Cisco Certified Network Associate (CCNA) in view
- Introduction to Cyber Security (Cisco Networking Academy verified badge)
- Microsoft Certified Server Administrator (MCSA – Server 2019) Training
- Microsoft Certified IT Professional (MCITP) Enterprise Desktop Support Technician on Windows 10 Training
- Microsoft Certified Technology Specialist (MCTS) Windows 10 Configuring Training
- Microsoft Certified IT Professional (MCITP) Enterprise Desktop Support Technician on Windows 7
- Microsoft Certified Solution Associate (MCSA)
- Microsoft Certified Technology Specialist (MCTS) Windows 7 Configuring
- Microsoft Certified Server Administrator (MCSA – Server 2012) Training
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