Service Desk It

Oluwafemi I. Oni

Abule-Oja, Yaba, Lagos 070******** **********@*****.***

linkedin.com/in/oluwafemi-imoukhuede-oni

IT Service Manager Projects & Infrastructure Support Experienced IT Service Manager with over 5 years of success managing service desk operations, driving ITIL-compliant support, and leading infrastructure initiatives in multi-site, customer- centric environments. Skilled in SLA-driven user support, vendor coordination, IT asset management, and policy compliance. Proven ability to lead technical teams, optimize service delivery tools, and deliver efficient first-line and escalated support across LAN/WAN, cloud, and enterprise systems.

Core Competencies

• ITIL-Based Service Desk & SLA Management

• Incident Response, Escalation & Root Cause Resolution

• LAN/WAN/WLAN Infrastructure Support

• User & Email Account Administration (AD, M365)

• Vendor & Third-Party Relationship Management

• IT Asset, Configuration & Inventory Management

• Helpdesk Optimization & Ticketing Tools (Jira, Spiceworks)

• Governance, Risk & Compliance (GRC) Standards

• Endpoint Protection, Backup & Data Security

Professional Experience

Filmhouse Limited, Lagos

IT Projects & Service Delivery Manager / Acting Head of IT 2023 – Present

• Led daily operations of the internal IT service desk team, ensuring first-time resolution and SLA adherence across 11 cinema locations.

• Defined and implemented support escalation workflows between Level 1 and Level 2/3 technical support.

• Managed user and email account administration through Active Directory and Microsoft 365.

• Monitored endpoint protection, patch management, and firewall rules, reducing threats by 30%.

• Oversaw IT asset inventory, procurement, license renewals, and configuration control.

• Worked closely with external vendors (e.g., ISPs, software providers) to ensure minimal downtime and reliable service restoration.

• Maintained documentation for ICT infrastructure, service catalog, issue logs, and performance metrics.

Key Projects:

• Deployed CRM-integrated guest Wi-Fi and kiosk platforms improving service delivery and support visibility.

• Implemented IT policy automation workflows, saving 2.5M annually and reducing manual escalations.

• Introduced structured KPI tracking and reporting dashboards for IT service desk activities.

Senior Network & Server Infrastructure Executive

2019 – 2023

• Provided Tier 2/3 helpdesk support for critical systems including LAN, VPN, POS, and Active Directory.

• Delivered troubleshooting for network, software, and endpoint issues with a 45% improvement in resolution SLA.

• Collaborated with third-party vendors to resolve service outages and enforce performance SLAs.

• Supported system maintenance, patch management, and knowledge base documentation. Education & Certifications

B.Sc. in Economics – University of Lagos 2016

Certifications:

• (ISC) Certified in Cybersecurity

• Oracle Cloud Infrastructure Foundations Certified Associate

• CompTIA Network+

• Project Management Essentials Certified

• Pursuing Microsoft Azure Administrator and AWS Cloud Solutions Architect (in progress)

Additional Information

• Available for full-time roles in Lagos and open to relocation

• Skilled in IT governance, compliance, asset lifecycle tracking, and escalation management

• Familiar with enterprise ticketing tools (Jira, Trello, Spiceworks) and service catalog operations

• Experienced in customer-facing industries including Cinema, Retail, and Hospitality

Contact this candidate