On-Site Customer Service

Wale O. Olowu

**** ****** ***** ***, ****, TX ***93

Cell: 281-***-****, ********@*****.***

Professional Summary

More than 16 years of combined experience in advance computer diagnostics, administration and ability to provide on-site and remote system analysis and service.

Exceptional customer service and communication skills; consistently conveys competence and concern to end users and strong ability to multitask

Professional Experience

Cognizant, Houston, TX (December 2018 – Febuary 2025)

Lead Desktop Engineer

Managed the maintenance, troubleshooting, and upgrading of meeting room control consoles and keypads, ensuring optimal system performance and reliability.

Delivered exceptional second-line and desk-side support by managing incidents, problems, and requests, adhering strictly to established processes and standards

PC hardware installation, repair, troubleshooting and disk imaging through PXE

Creating and managing Group Policy Objects, users permissions and organizational Units and in Active Directory

Manage, support and administer Microsoft 365 environment, including Exchange Online, SharePoint Online, OneDrive for Business, Power Platform, Dynamics, and Teams

Configured Cisco phones for voicemails and new setups through Cisco Unified Administrator

Provide Tier 2 & 3 support within the Microsoft 365 cloud environment, Teams, OneDrive and SharePoint

Implement and manage Microsoft 365 solutions, including migration from on-premises systems to the cloud

Collaborate with the IT security team to design and implement conditional access policies and multi-factor authentication.

Assisted users with connectivity problems, Account lockouts and Network Printer issues.

Oversaw and handled local inventory control, shipping and receiving

Wipro, Houston, TX ( June 2016 – December 2018)

Desktop Support Engineer

Create users accounts in Active Directory, reset passwords and moving items in and out of OUs

Pick up calls from end users to troubleshoot and resolve and ranging numbers of issues from hardware like montiors, laptops, desktops and multi function printers to software like OS Windows 7,8,10 Office 365, office 2010/13 and 16

Updated existing systems by installing memory upgrades and additional fixed storage space.

PC image delivery via Microsoft SCCM / USMT

Responsible for setup and moving of hardware equipment for new users

Troubleshoot mobile device connectivity and hardware issues e.g. iPhone/Android/Blackberry devices

Maintaining accurate, complete and up-to-date inventory records detailing all firm computers and computer-related hardware

Assisting with caller inquiries regarding desktop applications, configurations and how-to questions, dispatching tickets accordingly

Enterprise Products, Houston, TX (July 2011 – April 2016)

Senior Desktop Specialist

Set up and provision systems for new hires, including hardware and software installation

Prioritize and manage incidents and service requests in alignment with defined SLAs and company processes

Led a team of 7 Technicians assigning weekly reports and agenda while also carrying out supervisory responsibilities in accordance with the organization’s policies.

Supervised complaint ticketing system and follow timely resolution of all work orders.

Recommended and applied solutions, including on-site repair for remote users.

Resolved daily systematic and operational malfunctions, ensuring minimal loss of work productivity.

Conduct preventative maintenance on workstations, printers, and peripherals while ensuring compliance with company safety and security standards.

Schlumberger, Houston, TX (August 2004 – June 2011)

Network Admin/On-Site Technician

Developed and created new images for newly arrived computers, used loaner computers, utilizing Norton Ghost and company standardized software packages for more than 30 different hardware and software configurations.

Participated in a global wide migration process to convert over 7,000 user from a POP mail server to exchange.

Set up remote workstations accessed via VPN and Terminal Services.

Updated existing systems by installing memory upgrades and additional fixed storage space.

Implemented software upgrades, driver updates, and system patches.

Administered file and print servers.

Maintained tape backup units, file servers, switches, and additional service devices.

Developed system configurations with an emphasis on memory optimization for various PCs on the network.

Provided user training in office applications including MS Word, Excel, and Access.

Provided Windows operating systems support.

Delivered 95 percentage of incident resolution without escalation.

Documented and tracked status of client inquiries, coordinated appropriate responses and followed up to ensure client satisfaction.

Built and maintained workstations and laptops

Education

Bachelor of Business Administration (December 2003)

Major: Computer Information Systems

Western Michigan University, Haworth College of Business, Kalamazoo, MI

Certifications

CompTIA Network+ CompTIA A+ CompTIA CySA+

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