OSAMAGBE LIVINGSTONE
Swanscombe,KEN
Summary
A motivated Service desk Analyst with years of success by providing technical support to customers by phone, email and web-based chat. Talented at resolving technical problems by carefully listening to customers and conducting appropriate research to develop solutions. Meticulous in recording information so teammates have clear understanding of issue and steps taken to resolve it. Dedicated professional with experience providing technical support to end users in a corporate environment. Proven track record of resolving complex technical issues quickly and efficiently, while providing excellent customer service. Skilled in troubleshooting hardware and software issues, system maintenance, and network configuration. Adept at training users on new applications and technologies, working with remote users, and staying abreast of new developments in the IT industry.
Overview
7
7
years of professional experience
1
1
Certification
Work History
1st Line Support Analyst
NatWest Group
09.2023 - Current
- Act as a single point of contact for IT issues and queries
- Logged and resolve incidents and requests that come via phone, e-mail, customer portal, and live chat within SLA, and escalating tickets to the appropriate team using the remedy force ticketing system
- Adhere to all IT protection policies and techniques
- Ensure tickets are managed in line with SLAs and help others to do the same
- Provide 1st Line Support and resolve a high percentage of incoming IT Support requests upon the first contact including troubleshooting of IT related issues (software & hardware) Ensure a swift response and analysis of new requests, escalating promptly if required
- Proactively monitor queues in Halo ITSM
- Resolve IT incidents and requests in a timely manner providing regular updates to tickets and end users
- Research resolution to issues, escalating within team as applicable
- Maintain user accounts on various systems, including AD, Azure and Exchange
- Maintain of the firm’s hardware, i.e., mobile devices, laptops, PC’s, monitors, etc
- Manage processes such as new joiners, leavers, mobile management, laptop loans, asset management, etc
- Assess the business impact of IT Incidents and accurately assign SLAs and follow escalation procedures as directed
- Answer incoming calls and record details of the fault
- Take ownership of user issues, follow up the status on behalf of the user and communicate progress in a timely manner following through to conclusion
- Be fully conversant with Incident Management and SLAs Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Present a positive and helpful attitude to business customers
- Provide stats for the weekly Service Desk report on call trends as required.
1st Line Support Analyst
University college London (ucl)
02.2022 - 08.2023
- Setting up new user’s account and helping user’s reset their password after passing a security check
- Delivering high standards of customer service through accurate and professional verbal and written communications to a non-technical audience Set up conference/Meeting room and AV support
- Updating Service Desk tickets for incidents and adjustments within deadlines making sure technical information is completely captured and any relevant information is updated
- Provide support for application-based faults and user queries, resolving, or escalating as required while keeping users informed of progress
- Administration and support of active directory domain (user accounts) Work collaboratively with team members and operations engineers
- Provided support to new users, setup, and orientation, including installing and configuring VPNs, antivirus software and Microsoft office applications
- Support in resolving problems due to migration from exchange server to office 365 while also providing adequate support to users having issues with office applications (word, excel, outlook, teams, power point, OneDrive, and multi-factor authentication) Remotely accessing user’s laptops and desktops to help resolve issues, install, and update software using the LogMeIn rescue application
- Hardware - computer /printer troubleshooting, maintenance, and repair by providing 1st/2nd line resolution service to users
- Supporting internal and external events and meetings with AV setup, video-conferencing and live streaming technologies Troubleshooting of connectivity issues for local (Wi-Fi and wired networks) and remote networks (VPN and VM Ware) Support to Office Management with IT setup for desk moves and event spaces when required.
Service Desk Analyst
Jalion Solutions Limited
10.2018 - 12.2021
- Monitoring and Logging in Incidents on IT call logging software (Remedy) while escalating major incidents to the appropriate authorities within an ITIL environment
- Organizing tickets (opening and closing of tickets) Provide proactive 1st Line Support and desktop support to users
- Administration and support of active directory domain (user accounts) Exchange server 2010 monitoring and support (Mailbox creation and outlook support) Install, configure, and manage operating systems, applications, LANs, WANs and internet systems
- Provided excellent customer service whilst working in a busy environment
- Troubleshoot network issues for local intranet and internet connectivity
- Responsible for network patching, configuration and troubleshooting wireless and other LAN and WAN issues
- Hardware - Computer /Printer troubleshooting, maintenance, and repair by providing 1st/2nd line resolution service to more than 6,500 end users
- Establish and maintain effective communication with Business Units and key stakeholders, acting as their point of contact for information system issues, collaborating and working towards a common goal
- Working as part of a close-knit team as well as own initiative to provide excellent customer service to queries from internal and external customers.
IT Analyst
Adebola Sobanjo Company Limited
04.2017 - 09.2018
- Scheduled and planned activities for Office 365 and Windows 10 migration
- Developed and maintained detailed scheduled projects by providing accurate progress reports upon project completion
- Retrieved appropriate information from end users required for windows migration before booking users to come in
- Carried out a follow up check on users that has been successfully migrated to a window 10 device
- Deployed laptop and mobile devices to end users, ensuring that the devices are working fine before handling to end users
- Ensured that proper information about a device is inputted and documented correctly on the asset and configuration manager tab on service now
- Provided technical support to users having issues with office 365 migration
- Monitored and logged in Incident and request using Service now and escalating major incidents and request to the appropriate group
- Provided Mobile device support to users having issue with outlook after Office 365 migration
- Carried out active directory administration on user’s account.
Education
MSc Data Analytics -
08.2023
BSc Business Administration -
07.2017
Skills
- Active directory administration
- Microsoft Exchange Server 2003/2007/2010/2013,2016 Office 365 support
- Microsoft Windows Server 2000/2003/2008/2008 R2/2012/2012 R2
- PC Hardware & Software Rollout & Deployment: SCCM
- DNS, DHCP, TCP/IP configuration and support
- Proficiency in the troubleshooting and resolution of all client queries
- A methodical and structured approach to problem solving
- Desktop support for Apple Mac OS, Windows XP/7/8/10, Microsoft Office 2000/2003/2007/2010/2013 and office 365 applications software
- Mobile phone support for IOS, Android, Windows
- Good problem-solving skills along with the ability to maintain calm under pressure
- IT call logging systems (Remedy Force, Service Now, Fresh Service)
- Remote support software (Dameware, Microsoft Teams, LogMeIn)
- Virtualization systems – Citrix Workspace
- Maintaining SLAs and KPIs
- Basic understanding of PC hardware set-up and configuration
- Teamwork and Collaboration
- Critical Thinking
- Problem Resolution
Certification
- ITIL V3 FOUNDATION
Timeline
1st Line Support Analyst
NatWest Group
09.2023 - Current
1st Line Support Analyst
University college London (ucl)
02.2022 - 08.2023
Service Desk Analyst
Jalion Solutions Limited
10.2018 - 12.2021
IT Analyst
Adebola Sobanjo Company Limited
04.2017 - 09.2018
MSc Data Analytics -
BSc Business Administration -
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