Support Specialist Cloud Infrastructure

Contact

+1-346-***-**** (Mobile)

***********@*****.***

www.linkedin.com/in/temidayo-

obasoyen (LinkedIn)

Top Skills

Crisp

Intercom

Slack

Certifications

Oracle Cloud Infrastructure

Foundations 2021 Associate

Microsoft Certified: Azure AI

Fundamentals

Microsoft Certified: Azure Data

Fundamentals

Temidayo Obasoyen

Snr Cloud Infrastructure Engineer Microsoft Certified Trainer. Richmond, Texas, United States

Summary

A competent IT professional with a proven track record of providing specialized technical and helpdesk support. Extensive experience of working in the front-line helping clients and colleagues in resolving complex technical issues. Possess excellent client-facing, problem-solving and analytical skills and is able to contribute to the development of best practice, procedures, and policies within a company. Hit me up

Experience

Ventrata

IT Support Specialist (Saas)

February 2022 - Present (3 years 8 months)

London Area, United Kingdom

Customer experience improvements;

Working with clients/employees to identify problems and advising on the solution;

Mastering and supporting Ventrata Chat, Slack, WhatsApp, Helpdesk channels;

Report bugs and errors to development teams;

Help troubleshoot issues;

Help with client onboarding and uploading data to the system;

Supporting internal teams with tasks beyond the job description of Support Specialist;

API configuration

Booking and ticketing scheduling.

Help with escalations.

Provide coverage for T1 Support on the chats.

DE9MICS CONSULTS

9 years 2 months

Chief Technology Officer

August 2016 - Present (9 years 2 months)

Lagos, Nigeria

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- Technology Strategy: Develop and implement a technology strategy aligned with the company's overall goals and vision. This involves identifying opportunities for innovation and growth through technology, as well as assessing potential risks and challenges.

- Team Leadership: Lead and manage the technology team, including software developers, engineers, data scientists, and IT professionals. This involves hiring, training, and mentoring staff to ensure they have the skills and resources needed to succeed.

- Product Development: Oversee the development and deployment of technology products and services. Work closely with product managers, designers, and engineers to ensure that products meet user needs, are delivered on time, and adhere to quality standards.

- Technology Infrastructure: Manage the company's technology infrastructure, including networks, servers, and software systems. Ensure that infrastructure is reliable, scalable, and secure, and implement best practices for data management and cybersecurity.

- Innovation and Research: Stay up to date on emerging technologies and industry trends and identify opportunities for innovation and improvement. Lead research and development efforts to explore new technologies and solutions that could benefit the company.

- Collaboration and Communication: Foster collaboration between the technology team and other departments within the organization, such as marketing, sales, and operations. Communicate effectively with senior management and stakeholders to provide updates on technology initiatives and seek input and feedback.

- Budgeting and Resource Management: Develop and manage the technology budget, allocating resources effectively to support key initiatives and projects. Identify cost-saving opportunities and ensure that technology investments deliver a positive return on investment.

IT Consultant

November 2021 - May 2023 (1 year 7 months)

Lagos, Nigeria

Analyzing a company's IT system and infrastructure. Diagnosing IT system problems, inefficiencies, and weaknesses. Planning a timeline for completion of projects.

Understanding a client's business needs.

Implementing a technological solution to meet business needs. Analyzing and determining security threats.

Providing advice on technology best practices.

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Cloud Solutions Architect

March 2021 - May 2022 (1 year 3 months)

Lagos, Nigeria

1. IT Infrastructure Services and Data Center Solutions

• IT Strategy & Innovation

• Technology Capacity Planning

• Data Center Services

• Application Migration, Consolidation and Modernization

• Database Services Management

2. Public, Private, Hybrid & Multi Cloud:

• Cloud Readiness and Maturity Assessment and Benchmark

• Cloud Security Assessment and Benchmarking

• Cloud Adoption Framework Design

• Cloud Evaluation and Vendor Due Diligence

• Cloud Strategy Development

• Cloud Policies and Procedure Development

• Cloud Migration and Optimization

Technical Support Team Lead

September 2020 - January 2022 (1 year 5 months)

Lagos, Nigeria

• Managed a Team of 14 and assisted when there were technical roadblocks

• Weekly Trainings of Team Members held

- Daily Review of Team Member pending cases and coaching included

• Managed escalated cases to resolution

• Worked with Senior Engineer to drive escalated cases to closure.

• Provided Floor Support to ensure that the zero-day cases are handled effectively and that cases were closed

• Case Management - ensured that the cases of the Support Engineers are properly followed-up

• Case Review – Daily case review, case idleness is checked and followed up, kept track of aged cases within the Team

• Escalated Cases – Kept track of escalated cases until closure.

• Hot Customers – Worked directly with customer that have become hot until required solution is provided

• Training – Train support engineers where there has been an established Knowledge gap and assisted with technical development

• Organized bi-weekly triage with the Support Engineer.

• Team Performance – Ensured that the team met their monthly KPIs through daily personnel management and motivation

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System Analyst

July 2017 - January 2020 (2 years 7 months)

Nigeria

• Provide support to over 200 users relating to System, network, and application problems.

• Engaging in periodic updates of OS and various applications software.

• Management of email accounts for users.

• Troubleshooting of hardware device problems for PC’s, printers, and scanners and management of the local area network infrastructure.

• Remotely supporting regional users on escalated issues.

• Routinely engaging in data backup for users and data recovery when disaster

occurs.

• Ensuring longevity of IT assets by engaging in quarterly preventive maintenance for PC’s and printers.

• Working closely with software vendors to resolve operational issues. Microsoft

M365 Admin Support

November 2022 - Present (2 years 11 months)

Remote

• Function as first point of contact for technical issues, triage of complex cases and collaboration with other teams.

• Perform backlog and case reviews - idleness, technical solution, communication. Provide feedback and guidance to the case owners.

• Initiate or participate in cross-team efforts to triage and/or resolve client issues.

• Take ownership of complex cases as needed to speed up resolution and offload engineers from cases beyond their capability.

• Execute ad-hoc analysis of active cases with focus on new hires and/or low performers as directed by the Team Manager.

• Participate in case assignment rotation to balance workload in the team. Initiating a structured activity for Customers, in compliance with the internal rules and procedures of the Company, and the internal Regulations.

• Working autonomously as part of a Global team. Incidence Management experience - including managing business expectations and communications for clients.

• Providing superior service frontline Technical Support to clients, using advanced troubleshooting mechanism in Office 365 (Exchange Online, SharePoint Online, Teams, Outlook 2016, OneDrive, Active Directory). Page 4 of 7

• Management of Active Directory to suit a desired purpose for customers. Freelance

Microsoft Trainer

June 2020 - Present (5 years 4 months)

- Senior Escalation Engineer on Microsoft technologies (cloud services)

- Responsible for delivering amazing instructor-led technical training sessions on digital technology skills

- Assist with mentoring cohorts of trainees to get skilled and certified in various technologies

- Moderation of recorded technical training sessions

- Attending to prospective trainees at technical Q&A (Question and Answer) sessions

Tek

1 year 4 months

Technical Support Engineer (Concierge) Level 2

March 2021 - February 2022 (1 year)

Lagos, Nigeria

• Exchange Online/On-Premises.

• ADFS / Cloud Identity Solution.

• Azure AD Connect Directory Synchronization.

• SharePoint Online & OneDrive for Business Administration.

• Microsoft Teams and Skype for Business Deployment and Configuration.

• Microsoft Flow / Power Apps.

• Intune / MDM.

• Azure Platform Solution: Azure AD, Azure Apps, Azure VM, Azure Networking, Azure Storage, Azure

Access Management.

• Exchange Online Migration: Cut Over, Staged, IMAP and Remote Migrations

(Hybrid Deployment).

• Deal with system administrators for different organizations across Northern America, Canada, Europe,

Middle East, and Africa.

• Deal with incidents like Office 365 Migration, Active Directory, Mailbox Management, Exchange

Online connectivity, Mail flow issues, Compliance Issues, Litigation/Legal holds, etc.

• As a Microsoft Office 365 specialist, we troubleshoot issues with MS Office Installation, Outlook

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Connectivity to Exchange.

• Troubleshoot Mail flow, Free/Busy, Mailbox Move failures, Hybrid Configuration wizard failures in a

logical/systematic manner to ensure a faster resolution and a satisfied customer.

Technical Support Engineer Level 1

November 2020 - March 2021 (5 months)

Lagos, Nigeria

• POP and IMAP email configurations on MAC and Windows devices.

• Explore the use of the License removal tool to troubleshoot difficult Office activation-related issues on

MAC devices.

• Utilized the versatility of CScript and Support and Recovery Assistance

(Sara) tool to troubleshoot

conflicted Office license issues.

• Resolved Technical related issues on Windows and MAC operating systems.

• Resolved Outlook email sync issues, fixed MFA-related issues, and generated Application passwords

where required.

• Assisted in exportation and importation of .pst and. olm data files on Outlook for Windows and MAC.

Also, repaired corrupted .ost files using the inbox repair tool Scan PST.

• Resolved synchronization issues on iCloud for Windows and OneDrive sync clients.

• Resolved permission-related issues on Microsoft OneNote. Mod Afkar

IT Support Specialist

February 2020 - September 2020 (8 months)

United Arab Emirates

• Responsible for diagnosing & resolving hardware, software & end user’s problems.

• Acting as the first point of contact for all IT & technical queries.

• Developing the infrastructure and systems to meet the company’s needs.

• Working within a TCP/IP network environment, including DHCP, DNS and ethernet. Involved in the rollout of software updates and patches.

• Investigate specialist and complex IT support issues.

• Communicating with third party technical specialists.

• Configuring and managing backup & restore procedures.

• Maintaining a wide range of computer hardware and software programs. Page 6 of 7

• Identifying & reporting on the budgetary implications of IT projects and upgrades.

• Provide secondary support for LAN administration.

• Responsible for allocating work to junior staff and induction training for new staff.

• Deploying new hardware, server backups & evaluating new software & security risks.

• In-depth knowledge of Microsoft Windows client operating systems, XP, Vista / Windows & Microsoft Office up to Office 2007. Education

Federal Polytechnic Auchi

Higher National Diploma, Computer Science · (2013 - 2015) Edo State Polytechnic

National Diploma, Computer Science · (2010 - 2012) Page 7 of 7

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