IT Technician
Resume:
TIMILEHIN BEWAJI
+1-403-***-**** ***************@*****.***
https://www.linkedin.com/in/timilehin-bewaji-2062911b4 Highly skilled IT Support Technician with over 6 years of experience in providing advanced technical support, systems administration, and network management. Proficient in hardware and software troubleshooting with a solid foundation in networking principles. Proven track record of optimizing IT infrastructure, reducing downtime by 40%, and enhancing end user efficiency. Certified in CompTIA A+ and Network+, and a Certified Dell and Lenovo Engineer. Dedicated to staying updated with the latest technological advancement and delivering exceptional customer service.
SKILLS -
• Networking Knowledge: TCP/IP,
routing, switching, VLANs, VPNs,
DNS, DHCP. In-depth knowledge of
networking protocols,(e.g.RIP,
OSPF, EIGRP,BGP)
• Network Security: Firewalls,
IDS/IPS, VPNs
• Hardware & Software:
Desktop,Laptop,Printer
troubleshooting, audio conferencing
hardware.
• Cabling and Infrastructure (rack
installations, and data center
management.)
• Virtualization
• Cloud Technologies
• MDM/Intune
• Ticketing System: Manage engine,
ServiceNow, ServiceNow Pro.
• Operating Systems: Windows Server
( 2016, 2019), Windows 10/11.
Linux, Mac OS, Linus OS, Android,
IOS.
• Microsoft Product (Active Directory,
Microsoft Windows 10/11, Microsoft
365, Microsoft Azure).
• Citrix
• SCCM
• ITIL
Professional Certifications
• CompTIA A+ Certified Mar 17th, 2023
• CompTIA NETWORK+ Certified May 11th, 2023
• Certified Dell and Lenovo Engineer
Professional Training
• Cisco Certified Networking Associate (CCNA), 200-125. New Horizon Training Center
• Cisco Certified Networking Associate (CCNA), 200-301. Pynetlabs
• Terraform: Managing Network Infrastructure. LinkedIn Learning
• Learning Cisco CLI Switch Configuration. LinkedIn Learning
• Microsoft Azure Administrator. ( Logiclabs Technologies PVT LTD ) Professional Experience
Helpdesk Analyst – Gaichu Managed Service, Calgary. Dec 2023-Present
● Managed and maintained Office 365 environment (Exchange Online, SharePoint, Teams,OneDrive)
● Reduced user onboarding time by 40% through effective administration of Active Directory.
● Enhanced IT support efficiency, reducing critical ticket resolution time by 30%
● Delivered prompt hardware and software troubleshooting, ensuring 99.9% system uptime.
● Provided hardware and software troubleshooting support to end-users, resolving technical issues efficiently.
● Configured and maintained network devices, ensuring smooth network connectivity, and troubleshooting network related problems.
● Responded promptly to all incidents and requests in accordance with customer incident center guidelines.
● Delivered exceptional customer service by promptly responding to IT support requests and ensuring user satisfaction.
● Analyze and resolve end-user hardware, software and connectivity issues.
● Documented IT processes, procedures, and troubleshooting guides to enhance knowledge sharing and improve efficiency.
● Oversee and managed the helpdesk system, ensuring accurate ticket logging, tracking, resolution, within the established service level agreement (SLAs).
● Implemented a triaging system not common that reduces the resolution time for critical IT support tickets by 30%.
● Installed, configured, and maintained audio conferencing hardware, such as microphones, speakers, and audio interfaces, ensuring optimal performance and reliability.
● Provided training and guidance to end-users on how to use audio conferencing tools effectively, including best practices for conducting remote meetings and presentations.
● Perform system backups/recoveries.
● Monitoring progress on problem resolution and advising users on status of issue.
● Provided technical support to users onsite and remotely, assisting with issues related to desktops, monitors, keyboards, mobile devices, printers, and other peripherals.
● Knowledge of PC hardware and ability to set up, configured desktops, peripherals, monitors, keyboards, mobile devices, printers, malfunctional devices, handhelds, barcode printers, and other related equipment.
● Removed malware, ransomware and other threats from laptops and desktops systems.
● Performed routine maintenance and upgrades on desktops, printers, and other IT equipment to ensure optimal performance and security.
● Managed high levels of call flow and responded to all technical support needed.
● Patched software and installed new versions to eliminate security problems and protect data.
● Knowledge, experience on TCP/IP, VLAN and other networking technologies.
● Provide excellent client support, while managing multiple service requests. Field Service Technician – Getronics, Ontario
Jul 2022-Dec 2023.
● Provided hardware technical and break fix support on laptops, desktops, tablets, printers, and Servers to Commercial and Residential clients.
● Involved in installing, maintaining, upgrading, and repairing of IT products such as Pc, Workstation, printers, terminals, servers, and associated devices.
● Attended all incident/requests as directed by the customer incident Centre in a Courteous and customer focused fashion as per engineer work instruction guidelines.
● Provided a high degree of customer satisfaction in all work undertaken.
● Maintained and managed parts in line with returns process and deadlines.
● Ensure assigned incidents are monitored, updated, and progressed in the system real time.
● Minimized downtime by 30% through maintenance and swift troubleshooting, minimizing disruptions to client operations.
IT Support Technician - Innovate, Cardiff, United Kingdom. Sep 2018-Jun 2022.
● Managed and maintained Office 365 environment, including Exchange Online, SharePoint Online, Teams, and OneDrive.
● Created help desk tickets, troubleshot and resolved desktop issues.
● Offered new customer training to reduce frustration and improve customer satisfaction.
● Managed and processed at least 10 support requests per day using ticketing system.
● Provided Tier 1 IT support to non-technical internal users through desk side support services
● Delivered onsite technical support for more than 200 employees.
● Provided technical support to users onsite and remotely, assisting with issues related to desktops, monitors, keyboards, mobile devices, printers, and other peripherals.
● Administered Active Directory, including user and group administration, group policy management, and security permission with a 40% reduction in user onboarding.
● Configured and maintained network devices, ensuring smooth network connectivity, and troubleshooting network related problems.
● Responded promptly to all incidents and requests in accordance with customer incident center guidelines.
● Knowledge of PC hardware and ability to set up, configure, and rebuild workstations and servers.
● Documented IT processes, procedures, and troubleshooting guides to enhance knowledge sharing and improve efficiency.
● Executed on-site installations, maintenance, and repairs for a diverse range of clients, ensuring 99.9% uptime and customer satisfaction.
● Support Microsoft operating systems and networks, Microsoft windows environment including Microsoft Windows Server, Windows 7, Windows 10, MS Office suite, Office 365, Anti-Virus software.
● Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
● Create and update accurate and consistent records of all calls.
● Configuration/reconfiguration of hardware, including workstations and printers. EDUCATION.
FEDERAL UNIVERSITY OF TECHNOLOGY, AKURE (FUTA). BTECH IN PHYSICS.
(Nov 2016)
HOBBIES/INTEREST Football, Photography, Language learning, Network Analysis, Cloud Solutions, Project
Management.
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