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ADELODUN, Shola Ahmad
Kwara, Nigeria
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in/shola-adelodun-485b3b206
SUMMARY
IT Support Specialist with 5 years of experience in IT operations and helpdesk support. Proven track record of troubleshooting and resolving
technical issues, providing excellent customer service, and effectively managing IT infrastructure. I am seeking the position of IT Support
Helpdesk Associate at a reputable organization to utilize my expertise in resolving complex technical problems and ensuring smooth
operations for end-users.
EXPERIENCE
Associate, IT Support ( IT Operation) | New Globe Education Service (KwaraLEARN) | Ilorin, Kwara |
December 2022 - Present
• Configured active directory accounts and troubleshot hardware from a remote location using Mantis and Quick Assist.
• Documented tasks performed for metrics in Snipe-IT and troubleshooted Microsoft, Android, and proprietary software.
• Provided prompt and effective technical support to troubleshoot computer hardware/software, LAN, WAN, web-based applications, and
printing issues to ensure uninterrupted operations.
• Updated customers and senior leaders on progress and roadblocks.
• Managing the school's portal to create and update students and parents' details to the school's database.
• Developed and implemented effective Help Desk support policies and procedures for the Parents and Teachers Association, resulting in a 15%
increase in customer satisfaction.
• Provided user training for software user interfaces and repaired and configured hardware for deployment.
• Provided support to over 80 locations and traveled to remote locations out of state for projects and migrations.
• Created support service tickets and used web-based ticketing systems to track and deliver support services.
• Monitored and reported on Help Desk metrics to ensure timely response and resolution of customer inquiries.
IT Support Manager | SMABIRM International School | Ilorin, Kwara | July 2020 - December 2022
• Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
• I oversaw IT department operations and training.
• Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
• Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
• I conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
• Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
• Coordinated IT operations activities to deliver a smooth flow of daily business needs.
• I managed a team of four IT support technicians, developing workflows and processes to ensure an effective and efficient quality of service for
over 200 users.
• I trained 10 IT support staff to manage inquiries from end-users with a 99.9% first-call resolution.
• Exceeded service level agreements with an average of 97% uptime for both servers and desktops.
IT Support Officer | SMABIRM International School | Ilorin, Kwara | October 2018 - June 2020
• Developed IT infrastructure, including servers, networks, and storage systems, to support organizational operations, resulting in a 15%
reduction in downtimes.
• Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
• I oversaw IT department operations and training.
• I oversaw the daily performance of computer systems and immediately responded to critical issues to keep the network up and running.
• Produced defined IT advisory deliverables to best meet staff needs.
• I oversaw administration, including job scheduling, user account management, and infrastructure replacement.
• Increased overall hardware security by 80% to stimulate a high-quality customer experience.
• I collaborated with a team of five to provide exceptional first-line IT support to over 200 users.
• I participated closely with management teams to plan, develop, and execute technical strategies aligned with the client's vision.
PROJECTS
Clifford Chance Cyber Security Global Job Simulation | Clifford Chance | March 2024 - March 2024
• I completed the Clifford Chance job simulation, where I assisted various clients with legal issues relating to cyber breaches.
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• Provided guidance about responding to an ICO Dawn Raid to the managing partner of a rapidly growing online travel company.
• I assisted a major eCommerce business to notify stakeholders about a data breach in accordance with the GDPR.
• Formulated defensive strategies for a client with data center operations to appropriately respond to a data breach.
EDUCATION
Google IT Support Specialist Professional | Google / Coursera | Online | 2023
• Awarded Google IT Support Specialist Professional Certificate
Higher National Diploma in Computer Science | Kwara State Polytechnic | Ilorin, Kwara | 2017
• Awarded a Higher National Diploma in Computer Science.
National Diploma in Computer Science | Kwara State Polytechnic | Ilorin, Kwara | 2014
• Awarded a National Diploma in Computer Science.
NABTEB / GCE | Good Will Educational Centre | Ilorin, Kwara | 2010
• NABTEB Certificate
First Leaving Certificate | Federal Staff Nur/Pri School | Ilorin, Kwara | 2001
• Primary School Certificate
CERTIFICATIONS
Clifford Chance Cyber Security Global Job Simulation | Clifford Chance, London, United Kingdom | 2024
• I completed the Clifford Chance job simulation, where I assisted various clients with legal issues relating to cyber breaches.
Google IT Support Professional Certificate | Google/Coursera | 2023
• Certified Professional IT Support Certificate
Using Basic Formulas and Functions in Microsoft Excel | Coursera | 2023
Technical Support Fundamentals | Grow With Google and Coursera (IT Experience Community) | 2023
• Certified Technical Support Fundamentals
The Bits and Bytes of Computer Networking | Grow With Google and Coursera (IT Experience Community) | 2023
• Certified The Bits and Bytes of Computer Networking
Operating Systems and You: Becoming a Power User | Grow With Google and Coursera (IT Experience Community) |
2023
• Certified Operating Systems and You: Becoming a Power User
IT Security: Defense against the digital dark arts | Grow With Google and Coursera (IT Experience Community) | 2023
System Administration and IT Infrastructure Services | Grow With Google and Coursera (IT Experience Community) |
2023
ISO 27001 | Leitung Gate Limited | 2023
• Risk Awareness and Proactive Weakness Identification.
• Building Trust and Credibility.
• Avoiding Data Breach Penalties.
• Streamlining Processes and Reducing Errors.
NYSC Discharge Cert | NYSC | 2018
HND-COMSci | Kwara State Polytechnic | 2017
ND-COMSci | Kwara State Polytechnic | 2014
SKILLS
IT Support: Customer service orientation, Zendesk, Freshdesk, Trello, Appointment Scheduler, Zapier, Monday.com, Calendarly, Windows
(8, 10, 11), Leadership, Help Desk, IT Technical Support, System Administration, Active Directory, Quick Assist, Office 365, Virtual
Machines, Effective Communication, Windows Environment, Software Installation, Customer Support, iOS and Android, Operating
System, Customer Success, Computer Support, Technical Support Specialist; Level 2, IT Assistant.
