Technical Support Help Desk

Paul Omoju

****.********@*******.*** 332-***-**** Atlanta, GA

SUMMARY

IT Technical Support Specialist with 6+ years of experience delivering Tier 1 and Tier 2 support across enterprise, healthcare, academic, and financial environments. Proficient at diagnosing and resolving complex issues across Windows, macOS, and Linux platforms. Highly skilled in Active Directory, Office 365, endpoint security, system migrations, and remote support. Strong knowledge of networking (TCP/IP, VPNs, DNS/DHCP), IT asset management, and cross-platform systems. Experienced with ITSM tools including ServiceNow, Jira, and Zendesk. Well-versed in ITIL best practices, with a track record of SLA compliance, knowledge base development, and high user satisfaction.

WORK EXPERIENCE

Cenmic Management Katy, TX

IT Systems Administrator Dec 2024 - Feb 2025

• Delivered Tier 2 support for escalated technical issues across Windows Server, O365, and networking systems.

• Escalated complex infrastructure issues to Tier 3 specialists, ensuring timely handoffs and minimal downtime.

• Automated user account management using PowerShell scripts, reducing manual workload by 40%.

• Developed and updated technical documentation and troubleshooting guides for knowledge base use.

• Participated in system recovery testing and IT audits, ensuring operational readiness.

• Monitored network health using diagnostic tools, proactively identifying, and addressing system bottlenecks.

• Trained departmental users on cybersecurity best practices, reducing phishing incident rates by 15%.

WellStar (C/O Healthcare IT Leaders) Augusta, GA

Epic Systems Analyst Nov 2024 – Nov 2024

• Participated in the successful deployment and go-live support of Epic Ambulatory module, impacting over 500+ clinicians across multiple departments, resulting in a 20% improvement in clinical documentation time.

• Resolved 100+ Epic-related incident involving user access, order sets, templates, and system errors with 97% SLA compliance.

• Supported the configuration, optimization, and Tier 2 support of Epic modules (Ambulatory, Cadence, and MyChart) across clinical departments.

• Collaborated with physicians and clinical staff to customize Epic workflows, improving charting efficiency and reducing redundant clicks by 30%.

• Participated in system testing and validation for major Epic upgrades and patch cycles, ensuring minimal downtime during clinical hours.

• Analyzed recurring issues using data from Epic’s reporting workbench, recommending long-term system improvements.

• Assisted in integrating Epic with third-party systems (e.g., labs, imaging), troubleshooting HL7 feed issues and ensuring data integrity.

GE Healthcare Waukesha, WI

IT HelpDesk Support (C/O Field Nation) Aug 2022 - Oct 2024

• Provided Tier 1 and Tier 2 technical assistance to 300+ users across Windows, MacOS, VPN, and network issues.

• Collaborated closely with Tier 3 engineering teams during infrastructure upgrades and migrations.

• Participated in large-scale Active Directory cleanup projects, improving authentication speeds by 25%.

• Tracked and reported recurring technical issues, helping implement systemic fixes and reduce incident volume.

• Contributed to user feedback surveys and process improvements, increasing support satisfaction scores by 18%.

• Conducted remote onboarding sessions for new hires, ensuring smooth equipment setup and system access. Devry University Lisle, IL

IT Deployment Technician (Consultant) Oct 2021 - Jul 2022

• Led PC deployments for 100+ staff using SCCM/MDT imaging tools, completing rollouts ahead of schedule.

• Diagnosed imaging and configuration errors during mass deployments, minimizing device downtime.

• Collaborated with cybersecurity team to verify antivirus and encryption compliance during deployments.

• Updated technical asset inventory during project cycles, ensuring 100% accuracy of device records.

• Wrote internal documentation outlining optimized deployment workflows and troubleshooting procedures. Fidelity Capital Investments Chicago, IL

Desktop Support (Consultant) May 2021 - Aug 2021

• Delivered both onsite and remote support for desktops, printers, network connectivity, and O365 applications.

• Administered user accounts, group memberships, and permissions via Active Directory and Group Policy.

• Implemented workstation hardening measures by coordinating timely patch updates and antivirus scans.

• Assisted in VPN troubleshooting during a company-wide transition to remote work infrastructure.

• Led mini-training sessions to educate staff on safe remote work practices, enhancing endpoint security awareness.

Unemployment Insurance Agency Massachusetts

IT Support Technician Sep 2019 - Feb 2021

• Supported a 100+ user base through the shift to fully remote operations, including VPN setup and remote security.

• Automated system patching processes, resulting in 50% time savings and enhanced security posture.

• Escalated recurring VPN disconnection issues to network engineers, leading to critical firmware updates.

• Helped design knowledge base articles addressing common remote access challenges, cutting helpdesk tickets by 22%.

• Participated in endpoint security audits and ensured compliance with data protection standards. Health Connector Massachusetts

Desktop Support Jan 2019 - Aug 2019

• Resolved 30–40 user tickets daily, achieving a 95%+ customer satisfaction score through ServiceNow ticketing.

• Participated in hardware lifecycle refresh projects, ensuring minimal disruption to operations.

• Maintained up-to-date inventory logs for all IT assets, collaborating with procurement for timely replacements.

• Assisted in monthly system maintenance windows, applying updates and patches to critical infrastructure. Freelance via Fiverr

IT Support/Customer Assistant Feb 2017 - Dec 2018

• Remotely diagnosed and resolved software, networking, and hardware issues for individual clients and small businesses.

• Conducted remote training sessions for basic cybersecurity hygiene and system optimization.

• Built custom workstations and network setups based on unique client needs, ensuring long-term satisfaction.

• Developed customized user manuals for clients to support self-service troubleshooting. Nespresso

UAT/Customer Service Representative Jun 2016 - Feb 2017

• Coordinated User Acceptance Testing (UAT) for EPOS upgrades, documenting test cases and system bugs.

• Communicated directly with development and QA teams to ensure product issues were rapidly addressed.

• Delivered first-line support for customer inquiries, contributing to a 10% improvement in customer retention rates.

• Actively participated in sprint reviews to offer insights into user experience improvements. EDUCATION

University of Ilorin

BSc, Computer science

2015

Bayero Business School

MBA, Information Systems & Communication Technology 2018

CERTIFICATIONS

CompTIA A+

CompTIA Network+

Google Data Analytics

Tableau, LinkedIn Learning

ITIL Foundations – In Progress

SKILLS

Desktop & Help Desk Support • Active Directory & Group Policy • Microsoft 365 & Windows Server • Mac OS & Apple Device Support • Platform Conversions & Migrations • Ticketing Systems (ServiceNow, Cherwell)

• SCCM, Ivanti, MDT, Jamf Imaging • Remote Support (TeamViewer, AnyDesk, LogMeIn) • VPN & Network Troubleshooting • End-User Training & Onboarding • Hardware Configuration & Break/Fix • Knowledge Base & Documentation

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