Taiwo Adesulure
Gravesend,KEN
Summary
Results-driven IT professional with 7 years of experience in global IT operations and project management, specializing in exceptional customer service while executing maintenance and repairs. Strong analytical skills facilitate effective problem investigation and root cause analysis to resolve both routine and complex issues. Proven track record in network operations ensures seamless performance and system reliability, with expertise in troubleshooting intricate network challenges. Recognized for fostering team collaboration and adapting swiftly to dynamic environments, excelling in communication with both technical and non-technical stakeholders.
Overview
12
12
years of professional experience
Work History
1st Line NOC Analyst
Icomera Uk
03.2023 - Current
- Monitored network performance and identified issues to ensure optimal uptime.
- Ensure ticket SLAs and KPIs are achieved.
- Analyzed incidents and provided timely resolutions to minimize service disruptions.
- Developed and maintained documentation for processes, procedures, and troubleshooting guides.
- Implemented monitoring tools to proactively detect anomalies in network operations.
- Conducted root cause analysis on recurring issues, driving continuous improvement initiatives.
- Led efforts to optimize workflow processes within the NOC team, improving response times.
- Collaborated with cross-functional teams to enhance system reliability and efficiency.
- Improved incident response times by streamlining the communication process within the team.
- Developed custom scripts for automation, simplifying routine tasks and improving overall productivity.
- Assisted in training new NOC Analysts, sharing expertise on best practices for issue resolution and escalation procedures.
- Provided comprehensive reports on network performance trends, facilitating data-driven decision-making processes for IT management.
IT Support Engineer
Cygnet Maidstone Hospital
04.2022 - 02.2023
- Created an allocation system for staffing allocation on various shifts using Excel VBA.
- Provided Training to staff members on the use of the new allocation system
- Providing on-going technical assistance in resolving debugging issues with the system
- Provided technical support for hospital staff, resolving IT issues promptly and efficiently.
- Managed installation and configuration of hardware and software systems across multiple departments.
- Conducted regular system maintenance to ensure optimal performance and security compliance.
- Developed training materials and conducted sessions for staff on IT best practices and tools usage.
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
IT Coordinator
Eurofins Scientific
04.2018 - 01.2021
- Responsible for providing the highest level of technical support and customer service to 80+ internal staff members across multiple branches in the Ontario region.
- Personal responsibilities include but not limited to:
- Handling 2nd and 3rd line requests and resolving incidents using Jira and ServiceDesk.
- Provided technical guidance and escalation to other support members.
- Setting up, configuring, and encrypting new laptops and desktops.
- Installed authorized software to laptops and desktops.
- Ensuring security and upgrades are applied to the network infrastructure.
- Maintaining and updating the Active Directory
- Using remote control software to provide diagnosis and fault resolution.
- Ensured daily, weekly and monthly backups are successfully completed.
IT Support Engineer
Focus on Facilities
01.2016 - 03.2018
- Provided 1st and 2nd line support to internal staff and customers via email, phone or face to face
- Basic use of terminal, resource monitor and editing registry
- Updating the ticketing system
- Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
- Aided in new projects within the team in rollout of new IT equipment and procedures
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Developed and maintained courteous and effective working relationships.
Inbound Call Specialist
Lee Valley Tools
02.2014 - 12.2015
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Recorded actions taken, issues resolved and information to effectively manage customer accounts.
- Promoted available products and services to customers during service, account management and order calls.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Managed timely and effective replacement of damaged or missing products.
Education
Post-Graduate - Entrepreneurship Study
Algonquin College
07.2016
Post-Graduate - Project Management
Algonquin College
07.2015
Bachelor of Science - Mathematics And Computer Science
Caleb University
07.2012
Skills
- Process optimization
- Innovative solution development
- Microsoft Active Directory management
- Technical support expertise
- Project management
- Implementation of testing protocols
- Advanced Excel proficiency
- Incident tracking expertise
Timeline
1st Line NOC Analyst
Icomera Uk
03.2023 - Current
IT Support Engineer
Cygnet Maidstone Hospital
04.2022 - 02.2023
IT Coordinator
Eurofins Scientific
04.2018 - 01.2021
IT Support Engineer
Focus on Facilities
01.2016 - 03.2018
Inbound Call Specialist
Lee Valley Tools
02.2014 - 12.2015
Post-Graduate - Project Management
Algonquin College
Bachelor of Science - Mathematics And Computer Science
Caleb University
Post-Graduate - Entrepreneurship Study
Algonquin College
Interests
Enjoys playing and watching football, socializing with friends and family. Loves watching movies, playing music and reading.
Additional Information
Reference available on request.
Hobbies
Sports, Travelling, Reading & Socializing
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