Rukayat Modupeola Samah
Nottingham
Summary
Experienced IT professional with expertise in Windows and Linux operating systems, ITIL framework, and IT service management tools including ServiceNow, BMC Remedy, Jira, and Ivanti. Proficient in managing service level agreements and key performance indicators, with a strong background in cloud platforms such as Microsoft 365 and Azure. Skilled in networking troubleshooting, security frameworks like ISO27001, NIST, GDPR, technical specification writing, and cloud-based technology. Certified in ITIL v3 foundation with advanced knowledge of Microsoft Excel, statistical analysis, Microsoft Office Suite, and Visio.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Senior Service Desk Engineer
Littlefish
Nottingham, UK
07.2024 - 06.2025
- Delivered user training to enhance IT literacy across organisation.
- Created and updated documentation and knowledge base articles to improve resource availability.
- Supported IT projects and migrations, ensuring seamless transitions.
- Guided junior engineers through troubleshooting as escalation point.
- Achieved targets with accuracy and efficiency under tight deadlines.
- Applied new skills rapidly to boost productivity and efficiency.
- Utilised Microsoft Office tools, including Excel and Power BI, for effective documentation.
- Simplified complex data into understandable presentations, facilitating better communication amongst teams.
- Streamlined business operations by analysing and implementing process improvements.
- Improved client relationships by addressing and managing their needs effectively.
- Successfully delivered on tasks within tight deadlines.
- Oversaw daily operations to achieve high productivity levels.
- Improved efficiency and productivity by acquiring new skills.
- Carried out day-to-day duties accurately and efficiently.
Service Desk Engineer
Littlefish
Nottingham, UK
02.2024 - 07.2024
- Provide 1st and 2nd line technical support for desktops, laptops, printers, and other devices.
- Administer Microsoft 365 solutions, including Azure Virtual Desktop, SharePoint, and Active Directory.
- Troubleshoot and resolve IT issues, ensuring swift resolution and customer satisfaction.
- Support users with MS Office 365 and Azure-related queries, fostering smooth platform usage.
- Experience in network and server troubleshooting (LAN, WAN, VPN) and security configuration.
Project Coordinator (Contract)
Comex 2000 Ltd.
Nottingham, UK
07.2023 - 02.2024
- Managed project timelines to ensure adherence to deadlines for all deliverables.
- Facilitated communication and documentation among cross-functional teams for effective collaboration.
- Produced detailed reports to support key decision-making processes.
- Submitted and tracked permits for infrastructure projects, liaising with local authorities.
- Led teams towards successful project completion within budget constraints.
- Developed comprehensive project plans to promote smooth execution of initiatives.
- Addressed potential risks proactively, preventing unnecessary setbacks.
- Optimised company performance through thorough data analysis.
IT Service Manager
IHS Towers
Lagos, Nigeria
03.2020 - 01.2022
- Managed Service Level Agreements (SLAs) to ensure compliance with contractual obligations.
- Analysed IT service performance through KPIs and trend analysis, driving continuous improvement.
- Streamlined service delivery processes, resulting in increased productivity.
- Collaborated with stakeholders, including internal teams and third-party vendors, to enhance service quality.
- Conducted regular system audits to maintain optimal performance levels.
- Monitored performance metrics, identifying areas for improvement.
- Executed system upgrades consistently, keeping abreast of emerging technologies.
- Liaised between technical teams and clients to facilitate effective communication.
IT Helpdesk Analyst (L1 and L2)
First City Monument Bank
Lagos, Nigeria
12.2016 - 03.2020
- Provided technical support to over 2000 users across multiple branches.
- Diagnosed and resolved software, hardware, and connectivity issues using DameWare.
- Administered user permissions on SharePoint and Active Directory.
- Completed regular maintenance tasks to ensure optimal system performance.
- Streamlined helpdesk operations through efficient workflow process implementation.
- Trained new Helpdesk Analysts, increasing overall team productivity.
- Managed user accounts to enhance network security measures.
- Collaborated with IT team to facilitate successful system upgrades.
Education
Master of Science - Cyber Security
University of Bradford
Bradford 01.2022 - 05.2023
Bachelor of Science - Systems Engineering
University of Lagos
Lagos 09.2011 - 09.2016
Skills
- Operating systems: Windows and Linux
- ITIL framework: Incident, problem, change, and request management
- Service level agreements and key performance indicators
- IT service management tools: ServiceNow, BMC Remedy, Jira, Ivanti
- Cloud platforms: Microsoft 365 and Azure
- Software tools: SharePoint, CRM Dynamics 365, MS Teams
- Networking: LAN/WAN and VPN troubleshooting
- Security frameworks: ISO27001, NIST, and GDPR
- IT infrastructure insights
- Technical specification writing
- Cloud-Based technology familiarity
- ITIL v3 foundation certified
- Microsoft excel expertise
- Statistical analysis
- Microsoft Office Suite expertise
- Microsoft Visio
Certification
• AZ-900: Microsoft Azure Fundamentals
• ITIL 4 Foundation
• MD-102: Endpoint Administrator
• MS-102: Microsoft 365 Administrator
• MS-700: Managing Microsoft Teams
• SC-300: Microsoft Identity and Access Management
• ISO27001 Lead Implementer
Timeline
Senior Service Desk Engineer
Littlefish
07.2024 - 06.2025
Service Desk Engineer
Littlefish
02.2024 - 07.2024
Project Coordinator (Contract)
Comex 2000 Ltd.
07.2023 - 02.2024
Master of Science - Cyber Security
University of Bradford
01.2022 - 05.2023
IT Service Manager
IHS Towers
03.2020 - 01.2022
IT Helpdesk Analyst (L1 and L2)
First City Monument Bank
12.2016 - 03.2020
Bachelor of Science - Systems Engineering
University of Lagos
09.2011 - 09.2016
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