Otse Umoru
Manchester
Summary
Detail-oriented IT professional specialising in technical support and troubleshooting for end-users. Manages service requests, resolves hardware and software issues, and ensures optimal system performance. Investigates alerts, analyses logs, and escalates incidents to enhance triage quality. Supports security monitoring and compliance through structured reporting and documentation, driving continuous improvement and maintaining system security.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Service Desk Analyst
Manchester City Council
06.2025 - Current
- Provided IT support through targeted diagnostic questions for root cause analysis and timely ticket resolution, handling 40+ requests daily and supporting 200+ users weekly, including password resets and network drive permissions, reducing resolution time by 12%.
- Delivered training and support to 10+ users weekly on IT best practices, including acceptable use policies, phishing awareness, and password hygiene, resulting in 20% reduction in repeat phishing incidents and 40% fewer password reset requests.
- Managed user account administration including provisioning, permission updates, and access reviews, strengthening access control and reducing access-related issues by ~40%, while ensuring 100% traceability of changes to improve audit readiness and compliance with internal security policies.
- Managed creation and maintenance of 20+ joiners, 30+ movers, and temporary accounts monthly, ensuring secure access provisioning and enhancing security posture through role-based access updates and account deactivation.
- Configuration of 5+ end-user devices daily, such as desktops, laptops, and mobile devices, ensuring compliance with security standards including patching, antivirus configuration, disk encryption, and endpoint hardening. This contributed to 40% fewer unpatched-device findings.
Cyber Security Bootcamp
Newto Training
11.2024 - 12.2025
- Conducted 10+ incident response investigations in lab environment, leveraging Wireshark, Defender for Endpoint, and log analysis techniques to identify root cause, contain threats, and document remediation actions.
- Completed SOC monitoring project using Splunk, Microsoft Sentinel, and Microsoft Defender for Endpoint, analysing over 100 simulated security events to identify phishing attempts, brute-force attacks, and suspicious endpoint activity.
- Researched emerging cyber threats and mapped attacker TTPs to the MITRE ATT&CK Framework, producing weekly threat intelligence reports that enhanced detection coverage and incident triage workflows.
- Produced detailed incident reports, playbooks, and executive summaries, improving documentation standards and accelerating investigation and response processes across team-based security exercises.
- Reviewed security controls against ISO 27001 and NIST Cybersecurity Framework requirements in governance and compliance project, identifying compliance gaps and recommending corrective actions.
Service Desk Analyst
Stockport NHS Foundation Trust
08.2023 - 05.2025
- Processed weekly software, hardware, and access requests, handling 20+ access permissions per week, while enforcing least-privilege principles and security controls, reducing access-related incidents by 15% and strengthening overall compliance.
- Served as the first point of contact for technical issues, supporting 40+ users daily and 200+ weekly, delivering troubleshooting that reduced user downtime by 20%. Handled security-related queries including MFA failures, phishing reports, and suspicious login activity.
- Diagnosed and resolved issues across desktops, laptops, printers, and business-critical applications, achieving an 80% first-contact resolution rate. Reduced recurring incidents by 20% by identifying misconfigurations, outdated patches, and endpoint security alerts before they escalated.
- Escalated 5+ complex incidents per week to 2nd/3rd line teams with clear technical notes, improving triage quality and contributing to 15% reduction in recurring incidents and faster resolutions.
- Logged, updated, and closed ITSM tickets with accurate documentation, achieving 95% SLA compliance and enhancing ticket quality and closure speed, resulting in 20% reduction in errors and faster resolutions.
- Created and maintained knowledge base articles and user guides, reducing recurring support requests by 20% and promoting secure practices like password hygiene and phishing awareness.
IT Field Support Engineer
Dangote Industries Limited
10.2014 - 04.2022
- Monitored routers, switches, and servers for performance and security anomalies, escalating signs of misconfiguration or early compromise, improving issue detection and reducing escalation time by 15%.
- Troubleshot Wi-Fi and LAN issues for 150+ staff, restoring connectivity within 12–25 minutes and reducing downtime and operational disruption by 20%.
- Logged and triaged 40+ IT issues weekly in ITSM system, covering software, access, and network faults, escalating complex cases to Tier 3 for fast resolution and service continuity.
- Provisioned and configured 5+ new user accounts daily, including secure Microsoft 365 setup, ensuring correct permissions and helping cut access-related incidents by 20%.
- Used internal knowledge bases to apply troubleshooting steps, improving first-contact resolution rates by 20% and ensuring consistent, secure handling of technical issues.
- Repaired and replaced 10+ devices per week, ensuring they met security and performance standards before redeployment, reducing repeat hardware incidents by 17% and improving service reliability.
- Managed user requests end-to-end, logging, reassigning, and following up, achieving 95% SLA compliance and boosting customer satisfaction by 10%.
- Maintained accurate IT asset inventory of 400+ devices, supporting audit readiness and minimising risk of unmanaged or untracked assets.
Education
Bachelor of Science - Systems Engineering
University of Lagos
Lagos12-2009
Master of Science - Cyber Security Threats Intelligence and Forensic
University of Salford
Manchester07-2023
Certificate of Higher Education, High School Leaving Certificate -
Ogunlade College
Lagos07-2004
Skills
- IT service management
- Ticketing system proficiency
- Incident triage
- Root cause analysis
- User access management
- Desktop troubleshooting
- Incident escalation
- Customer support
- Endpoint security
- Information security
- Security awareness
- Malware detection
- Intrusion detection management
- Network security awareness
- Threat assessment
- Risk assessment
- Splunk analysis
- Sentinel monitoring
- Service level adherence
- Software upgrades
- Stakeholder communication
- Network security awareness
Certification
ITIL v4, PeopleCert (2021), Microsoft Azure Fundamentals (2022), CyberSAFE, CERTNEXUS (2022), CompTIA Security+ (2024), CompTIA CySA+ (2025)
Accomplishments
- In my current role at MCC, I Improved IT service performance by achieving 95% SLA compliance, enhancing triage quality, and reducing recurring incidents by 20% through high-volume ticket handling (40+ per day) and structured troubleshooting.
- Still at my current organization, strengthening organizational security by reducing access-related issues by 40%, ensuring 100% traceability of permission changes, and improving audit readiness through accurate joiner/mover/leaver management and least-privilege enforcement
- Delivered targeted user training that led to a 20–40% reduction in phishing incidents and password reset requests, significantly improving user security awareness and reducing preventable security workload while working with NHS Stepping Hill, Stockport.
- Enhanced cyber resilience by analyzing 50+ daily alerts using SIEM and EDR tools, supporting patch cycles across 150+ endpoints, and reducing exploitable vulnerabilities by 25% through effective vulnerability management during my experience at the Cyber Bootcamp.
Timeline
Service Desk Analyst
Manchester City Council
06.2025 - Current
Cyber Security Bootcamp
Newto Training
11.2024 - 12.2025
Service Desk Analyst
Stockport NHS Foundation Trust
08.2023 - 05.2025
IT Field Support Engineer
Dangote Industries Limited
10.2014 - 04.2022
Bachelor of Science - Systems Engineering
University of Lagos
Master of Science - Cyber Security Threats Intelligence and Forensic
University of Salford
Certificate of Higher Education, High School Leaving Certificate -
Ogunlade College