Olufemi Olaseni Onifade
IT Support Engineer
Newport, South Wales
Summary
Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Senior End User Support Technician
Alabi Attorneys
Pretoria, South Africa
04.2018 - 12.2022
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provide 2nd and 3rd line technical support on all hardware/software related issue.
- Manage queues for Incidents, service requests and ensure SLA is resolved in timely manner.
- Monitored systems in operation and quickly troubleshot errors.
- Researched product and issue resolution tactics to address customer concerns.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Configured hardware, devices and software to set up work stations for employees.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
IT Support Engineer
South African Medical Research Council
Pretoria, South Africa
04.2017 - 02.2018
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Installing and up grading hardware and software and providing complete assistance while configuring hardware, software, and peripherals of the end user systems.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted with updating technical support best practices for use by team.
IT Technician
Standard Bank of South Africa
Johannesburg, South Africa
09.2015 - 03.2017
- Maintained office PCs, networks and mobile devices.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Configured systems according to prescribed software and hardware frameworks.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
- O365 Migration and Post Migration Support.
- Patiently walked individuals through basic troubleshooting tasks.
- Oversaw equipment inventory to maintain on-hand availability of necessary replacement parts and consumable goods.
- Linked computers to network and peripheral equipment.
- Followed detailed operational process and procedures to appropriately analyze, escalate and assist in remediation of information security incidents.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
IT Field Support Technician
Compnent Information Technology
Johannesburg, South Africa
10.2014 - 09.2015
- Explained diagnostic findings to customers and outlined repair or service options.
- Documented changes and actions in computer-based tracking system.
- Monitored company inventory to keep stock levels and databases updated.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Provide hands-on IT technical support.
Education
Master of Science - Applied Cyber Security
University of South Wales
Newport, South Wales 01.2023 - Current
Certificate - Information Technology
Torque-IT Academy
Pretoria, South Africa 01.2013 - 11.2013
Bachelor of Science - Educational Management
Lead City University
Nigeria 02.2005 - 08.2009
Skills
End user support
User Account Management
Group Policy/Active Directory Administration
Remote Support Management
Customer relationship management
1St & 2nd Line Support
Root cause analysis
Staff education and training
Desktop support
Application support
Technical Support
User credential management
Terminal Server/Print Server/VM
O365
Ticket support system management
Microsoft Office Specialist (MOS) Expert
Mobile device management
Azure
Organization and Time Management
Analytical and Critical Thinking
Timeline
Master of Science - Applied Cyber Security
University of South Wales
01.2023 - Current
Senior End User Support Technician
Alabi Attorneys
04.2018 - 12.2022
IT Support Engineer
South African Medical Research Council
04.2017 - 02.2018
IT Technician
Standard Bank of South Africa
09.2015 - 03.2017
IT Field Support Technician
Compnent Information Technology
10.2014 - 09.2015
Certificate - Information Technology
Torque-IT Academy
01.2013 - 11.2013
Bachelor of Science - Educational Management
Lead City University
02.2005 - 08.2009