ROMANUS UDOM
Coventry
Summary
Detail oriented professional experienced in supporting daily operations and fostering positive working relationships. Skilled in managing competing priorities in dynamic settings, consistently providing high-quality customer service. Advanced proficiency in Microsoft 365, particularly Excel, for effective documentation and reporting. Dedicated to maintaining operational efficiency and reliability.
Overview
1
1
Certification
7
7
years of professional experience
Work history
IT Support Technician (1st & 2nd Line)
Shola and Partners
2023.01 - 2026.07
- Act as the first point of contact for users and provide excellent customer service.
- Coordinate and prioritise multiple support requests while meeting service targets.
- Maintain accurate records, documentation and operational reports.
- Support user onboarding by preparing accounts and configuring systems.
- Work closely with colleagues and senior engineers to resolve issues.
- Monitor recurring issues and recommend service improvements.
- Communicate effectively with technical and non technical users.
- Adapt quickly to changing priorities while maintaining high standards.
Junior IT Technician
Shola and Partners
2019.09 - 2021.12
- Assisted with onboarding new users and preparing equipment.
- Maintained operational records and trackers.
- Supported user queries and administrative tasks.
- Worked collaboratively to ensure smooth daily operations.
Education
MSc - Cyber Security
University of Derby
BSc - Information Technology
Middlesex University
Skills
- 1st & 2nd Line IT Support
- Microsoft 365 Administration (Outlook, Word, Excel)
- Incident Logging & Ticket Management
- User Account Setup & System Access Support
- Troubleshooting & Problem Resolution
- Customer Service Excellence
- Stakeholder Engagement
- Relationship Building & Communication
- Record Keeping & Documentation
- Reporting & Data Entry
- Staff Onboarding & User Setup Support
- Workflow Coordination
- Time Management & Prioritisation
- Attention to Detail
- Problem Solving
- Team Collaboration
- Adaptability & Flexibility
Certification
- CompTIA A+
- ISC2 Certified in Cybersecurity
- CompTIA CySA+ (In Progress)
ADDITIONAL INFORMATION
- Advanced Microsoft Office skills including Excel, Word and Outlook.
- Strong organisational and administrative skills.
- Excellent customer service and interpersonal skills.
- Full UK Driving Licence with access to a vehicle.
- Flexible to work evenings and changing shift patterns.
Timeline
IT Support Technician (1st & 2nd Line)
Shola and Partners
2023.01 - 2026.07
Junior IT Technician
Shola and Partners
2019.09 - 2021.12
BSc - Information Technology
Middlesex University
MSc - Cyber Security
University of Derby