Summary
Overview
Work History
Education
Skills
Certification
Languages
Hobbies
Timeline
Generic

Olumide Felix Obe

Summary

Results-driven IT Technician with over 12 years of experience in delivering exceptional end-user support, diagnosing hardware and software issues, and ensuring seamless IT operations. Expertise in troubleshooting desktops, laptops, printers, and peripherals while consistently achieving high user satisfaction rates. Proficient in utilizing ServiceNow, Microsoft 365, remote desktop tools, networking, and Windows operating systems. Recognized for strong communication skills, adaptability, and a proactive approach to problem-solving, complemented by CompTIA A+ certification and a commitment to continuous professional development (CompTIA N+ in progress).

Overview

13
13
years of professional experience
1
1
Certification

Work History

IT Infrastructure Lead

OLAM Nigeria Limited
08.2023 - Current
  • Overseeing the day-to-day operations of the IT infrastructure.
  • Managing infrastructure projects from inception to completion, ensuring on time delivery within budget and to the required quality standards.
  • Ensuring 100% compliance with relevant industry regulations and organizational policies.
  • Installation, configuration, and maintenance of network systems.
  • Troubleshooting and resolving complex IT infrastructure issues, decreasing resolution time by 40%.
  • Implementing and maintaining security measures to protect IT systems and data.
  • Conducting regular system maintenance and upgrades geared towards the delivery of high-quality services and increased performance by 30%.
  • Collaborating with other departments to align IT infrastructure with business needs.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Proven ability to learn quickly and adapt to new situations.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Passionate about learning and committed to continual improvement.
  • Learned and adapted quickly to new technology and software applications.

Senior IT Technical Support Analyst

OLAM Nigeria Limited
09.2018 - 07.2023
  • Respond to user requests via phone, email, chat or in person.
  • Diagnosed and resolved technical hardware and software issues.
  • Maintained and updated technical documentation and inventory records, ensuring 100% accuracy in data entries.
  • Mentored and trained interns, assigning them to specific roles where they deemed fit.
  • Escalate issues to management where appropriate.
  • Provided second level end-user support.
  • Scheduled regular maintenance and replaced failing components in PCs, servers, and other devices to maintain 99.9% optimal performance.
  • Ensure 100% security and data integrity through routine updates and backups.
  • Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
  • Resolved complex technical issues for clients, enhancing overall system performance.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.

IT Technician

OLAM Nigeria Limited
09.2013 - 08.2018
  • Installing, configuring, maintaining and computer hardware (desktops, laptops, printers, etc.), reducing installation time by 30%.
  • Diagnosing and resolving hardware, software, and network issues for users providing 100% resolution to assigned tickets.
  • Providing 95% technical assistance and guidance to users via phone, email, or in person.
  • Configured and maintained local and wide-area networks, managing routers and switches to ensure reliable and high-performance connectivity.
  • Performed regular data backups and implemented recovery solutions, achieving a 90% data restoration success rate.
  • Implementing and maintaining security measures, including antivirus software and access controls, to protect data and systems.
  • Creating and maintaining documentation for troubleshooting procedures, system configurations, and user guides.
  • Troubleshooting and resolving LAN related issues.
  • Configured and monitored user accounts and permissions within Active Directory, streamlining access management and enhancing network security protocols.
  • Maintained office PCs, networks and mobile devices.
  • Set up PCs, projectors, and microphones for use in video conferencing rooms.
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
  • Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
  • Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.

User Support Technician (Intern)

OLAM Nigeria Limited
11.2012 - 08.2013
  • Handled user requests through phone, email, and chat, resolving over 90% of basic IT issues and escalating complex cases to senior technicians.
  • Provided support for installation, configuration, and troubleshooting of hardware and software, including desktops, laptops, and peripherals.
  • Monitored system performance, performed routine maintenance, and supported upgrades and installations to ensure optimal system efficiency.
  • Supported disaster recovery efforts, successfully restoring 95% of lost data.
  • Continuously expanded technical skill set through professional development opportunities, staying abreast of industry trends and best practices.
  • Conducted regular audits of company IT assets, ensuring optimal utilization of resources.
  • Supported users during software migration processes, minimizing disruption to their daily workflows while maximizing adoption rates.
  • Assisted in hardware upgrades, leading to improved overall system reliability and efficiency.
  • Contributed to team success by sharing knowledge and expertise with fellow technicians during training sessions or ongoing projects.
  • Provided exceptional customer service through empathetic listening and clear communication, resulting in increased client satisfaction rates.

Education

Bsc. - Computer Science and Information Technology

Igbinedion University
01.2011

Ordinary National Diploma - Computer Science

Yaba College of Technology
01.2006

Skills

  • Desktop & Laptop repair and troubleshooting
  • Network Connectivity Support and troubleshooting (basic LAN/WAN)
  • Strong Communication & Time Management
  • Mobile Devices configuration
  • Inventory Management
  • Hardware Diagnostics, Repairs and Upgrades
  • Remote Desktop Support & Tools (Anydesk, Zoho Assist & TeamViewer)
  • Windows operating system
  • Microsoft Office 365
  • Service Now Ticketing & Incident Management
  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Flexible and adaptable
  • Dependable and responsible
  • Excellent communication
  • Critical thinking
  • Computer skills
  • Multitasking
  • Active listening
  • Calm under pressure
  • Verbal communication
  • Problem resolution

Certification

  • CompTIA A+
  • CompTIA A+ remains highly relevant as a foundational IT certification for entry-level roles, especially in help desk and technical support positions.
  • CompTIA - 2022

Languages

English
Advanced (C1)

Hobbies

Movies, Videos Games, Scrabble & travelling

Timeline

IT Infrastructure Lead

OLAM Nigeria Limited
08.2023 - Current

Senior IT Technical Support Analyst

OLAM Nigeria Limited
09.2018 - 07.2023

IT Technician

OLAM Nigeria Limited
09.2013 - 08.2018

User Support Technician (Intern)

OLAM Nigeria Limited
11.2012 - 08.2013

Ordinary National Diploma - Computer Science

Yaba College of Technology

Bsc. - Computer Science and Information Technology

Igbinedion University

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Olumide Felix Obe