Abimbola Adewale

Abimbola Adewale | IT Support/Service Desk Specialist London-- Professional Profile Highly skilled and customer-focused IT Support and Service Desk Specialist with more than 10 years of experience providing efficient technical assistance and problem-solving expertise to users. Seeking a challenging IT Support position with a reputable company/organisation to contribute my knowledge and dedication to delivering exceptional support services. Solid background in 1st & 2nd line and up to 3rd line IT Support across public and private sector organisations. Also, extensive Project Management and Implementation experience. With a broad range of IT experience, can confidently deliver projects that ensure optimal IT and customer service performance and swift resolutions to issues and queries. Core Skills • • • • • • Hardware & Software Troubleshooting IT Support & Project Management Office 365/Exchange Windows @ Mac OS/Environment Networking: TCP/IP, DNS, DHCP VM Ware and Cloud Technologies • Remote Support Tools (TeamViewer) • • • • Service Level Agreements (SLAs) Ticketing Systems (Intercom, Zendesk) Active Directory & Group Policy IT Service Management Qualification • • • • • • • Adept at providing remote desktop support and assisting users through phone and email channels. Familiarity with ticketing systems and ITIL best practices for incident and problem management. Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users effectively. Proficient in troubleshooting hardware and software issues on Windows and Mac OS platforms. Strong knowledge of networking principles, protocols, and troubleshooting. Proven ability to handle multiple tasks and prioritize support requests to ensure timely issue resolution. Dedication to delivering high-quality customer service and maintaining a positive user experience. Page 1 Career Summary October 2022 - Date Amazon UK Services- IT Support Outline Reporting to Global Support Manager, providing primary support to Amazon staff, customers, and partners. Key Responsibilities • • • • • • • • • • • • • Act as the primary interface for Amazon’s staff and customers, providing phone, email, and live chat support. Provide technical support on company applications and IT solutions. Deliver IT support services within the agreed SLA for full company compliance. Perform root-cause investigation for malfunctions, identifying solutions and working on implementing resolutions to increase overall efficiency. Responsible for providing timely and accurate operational support to staff and customers within the internal platform. Identify chronic system issues and provide process improvement and recommendations. Provide an exceptional level of service desk support for PCs, laptops, software, printers, and systems. including after-hours support and bank holidays. Troubleshoot hardware and software-based issues and provide support and maintenance for the enduser, resulting in resolving the issue or escalating it. Resolve Windows and MacOS issues through proactive service desk management. Create a new user setup in Active Directory, and new user email accounts, and install the relevant software on all hardware and machine. Maintain communication with colleagues to promote knowledge sharing and project collaboration. Manage all client and end-user requests for both hardware/software upgrades which also includes project management and implementation. Accurately log all IT and non-IT related issues, thereby ensuring all the relevant line managers are made aware of the identified issues. Jul 2015 - Sept 2022 Deux Project Limited, Abuja NigeriaIT Support Manager Outline Reported to the management, provided IT Project management and 1st and 2nd Line IT Support for my organization and the client/customer we offered service to, and executed and supported IT projects. Key Responsibilities • • • • Successfully executed 8 major IT projects of about GBP 8,000,000 equivalent and provided round-the-clock customer support for 5 out of the 8 projects over a 5year period. I resolved 90% of IT issues within the SLA timeframe Implemented a Mobile Enabled School Management Solution across 4,200 Public Primary Schools and conducted training for over 4,000 Head Teachers on the use of the application Implemented a Stock Visibility Solution (SVS) in 255 Primary Healthcare facilities and trained about 450 health workers across the hospitals the solution was deployed Page 2 • • • • • • • • • • Implemented a Smallholder Farmer Management Solution for 255 Local Government Areas and trained about 700 Agricultural Extension Officers on the use of the solution Identified IT-related issues, diagnosed problems, and implemented workable solutions either remotely or on-site Exceeded end-user expectations through professional customer service and building a cordial relationship with them Supported a wide range of devices from desktops and laptops to printers, servers, network devices/routers, and smartphones Oversaw the installation of software applications, operating systems, and hardware devices Provided support for both Windows and Apple operating systems and devices. Managed permissions and assigned appropriate access control measures to mitigate any form of a security breach Troubleshoot systems and network hardware to ensure optimal performance at all time Windows exchange and server administration. Provided periodical reports to the organisation and clients Apr 2007 - Jul 2015 Deux Project Limited, Abuja, Nigeria- IT Support Officer Outline Reported directly to the IT Manager, I provided IT support to a wide range of end-users within and outside of my organisation and was part of the team on several IT Projects. Key Responsibilities • Installed, configured, and maintained hardware devices. • Installed software and rolled out upgrades where and when necessary. • Provided 1st Line IT Support to clients and end-users. • Provided troubleshooting on Microsoft and Windows. • Windows exchange and servers’ administration. Education • • • • • • • Bachelor's degree in Computer Science Diploma in Operations Management Google Data Analytics Google IT Support Training AWS Technical Essential Training IT Service Management Training ServiceNow Training Additional Hobbies & Interests Chess, Travel, Fitness, Volunteering Software Microsoft Office, Google Sheets, Outlook, Skype, Microsoft Windows, Microsoft Project, Microsoft Teams, Amazon Web Services, Microsoft Azure, Google Cloud, Intercom, Zendesk, Aircall, Quip, and ServiceNow. Hardware Desktops, Networking, LAN, WAN, CPU, Routers, Printers, Servers, Programming Languages Python, SQL Page 3