IT Service Desk Analyst
Resume:
OLUFEMI EZEKIEL ODUBOTE, **************@*****.*** Cell: 346-***-****
SUMMARY
Comfortable operating a wide range of Microsoft platform environments and the ability to explain complex processes in simple terms for end users, proactive in identifying and resolving critical systems and network issues. Exceptional troubleshooting and patching skills in Windows 7, XP, NT/98/2000/2003/2008 R2 operating systems, and Microsoft Office. Strong analytical and investigative skills in Hardware, software, Virtual machines, network connectivity and configuration issues, software deployment, group policy, Server and Workstation Patching.
TECHNICAL / SOFT SKILLS
•Detail orientation along with a keen ability to show initiative towards fruition of projects
•Excellent interpersonal and communication skills aimed at working well with all members of the project
•Ability to manage many priorities and projects at the same time with a view to bring them all to timely completion
•Analyzes business partner's operations to understand their strengths and weaknesses to determine opportunities to automate processes and functions
•Assists in the business process design or redesign and documentation as needed
Translates high level business requirements into functional specifications and manages changes to such specifications
•Facilitates communication and gains commitment between business units to align solutions with business strategies
•IT Service Management
•ITIL V3 Service Strategy, Design, Transition, Operation and CSI
•ITIL V2 Incident, Problem, Change, Release, Configuration Service Desk, Service Level, Capacity, Performance, Business Recovery, Financial, Availability
•PROFESSIONAL QUALIFICATIONS & EDUCATION
•BS, Computer Science Lagos State University
•Certified Scrum Master
•Certified Six Sigma Black Belt
•Microsoft Certified Professional (MCP)
OPERATING SYSTEMS: Windows 7; 8
Software: ServiceNow, MS Office Suite, Empower, Ms. Project, Outlook, Visio, PowerPoint, Access oracle 11g, Cardiff Teleform verifier.
GATEWAY FOUNDATION
Position Held
IT Service Desk Analyst June 2016 – Till Date
Responsibilities:
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Receiving, logging and managing calls from internal staff via telephone and email
Maintaining an Asset Database and track changes
1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers
Troubleshoot basic network issues such as ADSL broadband issues
Escalate unresolved calls to the infrastructure support team
Log all calls in the Service Desk Call Logging system (SCSM)
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Managed calls and resolved customers’ issues within a specified time frame
Created job aids and workarounds for smooth workflow
Performed incident ticket logs, reports, resolves trend in client
Working knowledge of help desk software, databases, and remote control, strong client-facing and communication skills
Troubleshoot basic network issues
Escalate unresolved calls to the infrastructure support team
Log all calls in the Service Desk Call Logging system (SCSM)
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
THE TARGET CORPORATION
Position Held
IT Service Desk Analyst October, 2012 – November 2013
Responsibilities:
Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
Developing improvements and enhancements to facilitate the process within the ITSM tool (ServiceNow)
Collaborating and Integrating with other Process Managers
Develop and recommend standards and install, configure and upgrade hardware and software.
Assist the team in the day-to-day handling of tickets, incidents, and projects.
Support for Operating Systems and productivity tools on PC’s and Laptops and will troubleshoot problems, perform diagnosis and repair of desktop hardware, establish equipment standards and procedures.
Assist the IT Manager supporting the unit workstations, printers and peripheral equipment. Install and configure workstation software and hardware.
Troubleshoot workstation and printer issues. Maintain accurate list of all equipment. Assist with technical research for special projects.
Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors within SLA targets
NLPC PENSION FUND ADMINISTRATORS LIMITED
Position Held:
Desktop Support Specialist March 2006 – April 2012
Responsibilities:
Evaluate, prioritize and answer support requests from users experiencing problems with hardware, software, networking, and other computer-related technologies.
oTroubleshoot and repair hardware, software and network issues on desktops and laptops.
oProvide technical support for computer hardware, peripherals and software, including Microsoft Operating Systems; Office; Project Professional; Outlook; Navision; and network access.
oInstall and update IT network computers, software, peripheral equipment, VPN, permissions, etc. as needed; provides user training as required.
oProvide ongoing IT network server support and maintenance.
oKnowledge of standard information system products and services to assist and resolve information system problems of callers and other help desk specialists.
oProvide management escalation of high priority issues prioritizes problem resolution efforts and coordinates administrative work between shifts.
oLead and train less experienced Help Desk Specialists on assorted technical and customer-service issues and participates in analyzing client-identified issues related to procedures and standards.
INTERPERSONAL SKILLS
• Excellent communication and relationship-building skills
• Ability to communicate effectively with at all levels of employees and management
• Exceptional customer service skills
Contact this candidate