Taiwo Junaid
London
Summary
Accomplished IT Support/ Service Desk professional with over 5+ years of expertise in resolving hardware and software issues. Proficient in delivering efficient desktop support/service desk, to enhance user productivity. Demonstrated troubleshooting and provide timely solutions in fast-paced environments. Strong communication skills and a customer-centric approach ensure effective resolving of technical problems. Seeking a challenging IT support role to leverage technical proficiency and contribute to seamless IT operations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Door Supervisor ( Part-Time )
KD Security
2023.04 - Current
- Working for asecurity company, stationed at different locations bars, nightclubs, and other licensed locations across London
- Work closely with the venue’s management team, maintaining constant contact with staff members and other security personnel
- Patrol the venue and Identify negative customer behavior
- Complete detailed records of any incidents that occur
- Conduct body search including the use of metal detectors to deter carry of weapons
- Utilize management techniques to avoid crushing and queue jumping
- Manage entry to the venue including checking customers are not underage or carry harmful substances or objects
- Manage conflicts including restraining and escorting individuals out of the venue when required
- Adhering to the specific policies and procedures of the venue
- Identifying and safely removing individuals who pose a threat to the safety and security of others.
IT Tech Analyst / Desktop Support
Otnis Integrated Solutions
2015.03 - 2022.02
- Diagnosed and resolved desktop and laptop issues, including hardware, software, network, and printer-related problems through phone calls or online ticket submission
- Administered user accounts and permissions using Active Directory
- Troubleshoot issues with equipment like printers, scanners, computers, and server
- Provide 1st and 2nd line support, troubleshooting IT-related issues including laptops, PCs, smartphones, and printers
- Implemented a remote support system, reducing resolution time by 30% and enhancing customer productivity
- Oversee procurement, provisioning, and maintenance of end-user and network devices
- Manage escalated technical issues and conduct in-depth troubleshooting
- Execute solutions to complex customer problems to ensure customer satisfaction.
IT Assistant / Support
HRG Travel Management
2013.11 - 2014.06
- Executed new hardware installations and updates, ensuring systems remained functional and secure
- Provided IT support for 250+ employees, reducing ticketing response time by 20% through a prioritization strategy
- Delivered end-user technical support, effectively resolving 95% of issues within the first point of contact and ensuring high levels of user satisfaction
- Establish, assess, and maintain relationships with IT hardware suppliers to ensure optimal quality, cost-effectiveness, and timely delivery
- Managed inventory of IT equipment by organizing consistent stock tracking and ordering processes, avoiding shortages or excesses.
- Managed IT equipment inventory and procurement, negotiating with suppliers to reduce costs by 17% while maintaining quality standards
- Provide technical support for Microsoft 365, Azure Active Directory, Zoom, and Slack
- Support the IT team in the maintenance of hardware, software, and other systems.
- Collaborated with IT team to successfully complete large projects within strict deadlines.
- Recognize and address risks associated with IT hardware procurement.
- Reduced costs by negotiating favorable contracts with technology vendors and service providers.
Education
Management Information Technology (MSc) -
University of Sussex
Brighton, UK09.2023
Skills
- Remote Desktop Support
- Trello
- Scrum/Agile Techniques
- Network Management
- Active Directory User Management
- Hardware & Software Installation/Troubleshooting
- Software Installation and Configuration Support
- Strong Written and Verbal Communication
- Service Desk Ticketing System
- Windows Setup/User Accounts
- SQL
- Customer Support/Satisfaction
- Microsoft Office 365 Applications
- Team Collaboration
- Problem Solving / Critical Thinking
- Microsoft Windows 10 (7/8/10)
- Manage Engine Ticketing System
- Database Management System.
- Windows Operating System.
- Helpdesk support
- IT Procurement
- IT Documentation
Certification
- ITIL v4 (foundation certificate ITSM)
- Windows 10 for IT support
- Agile Foundation ( LinkedIn Cert.)
Accomplishments
- Reduced ticket resolution time by 20% through efficient troubleshooting methods.
- Decreased support tickets by 15% by implementing proactive maintenance procedures.
- Delivered comprehensive Desktop/IT support to a user base of 250+ employees, ensuring minimal downtime and maximizing productivity.
- Spearheaded IT initiatives and upgrades in collaboration with cross-functional teams.
- Successfully managed the relocation of 70 staff computers.
- Resolved 85% of IT issues within the Service Level Agreement (SLA).
Timeline
Door Supervisor ( Part-Time )
KD Security
2023.04 - Current
IT Tech Analyst / Desktop Support
Otnis Integrated Solutions
2015.03 - 2022.02
IT Assistant / Support
HRG Travel Management
2013.11 - 2014.06
Management Information Technology (MSc) -
University of Sussex
- ITIL v4 (foundation certificate ITSM)
- Windows 10 for IT support
- Agile Foundation ( LinkedIn Cert.)
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