Yetunde Ojo
Senior IT Specialist
1 Glory Street, Off Joseph Avenue, Sangotedo, Ajah, Lagos
Summary
I have over 10 years experience in IT Servicedesk Management, with broad-based experience and hands-on skill in the successful implementation of highly effective helpdesk operation and Server infrastructure. I have proven ability to analyze an organization IT critical support requirement, identifying deficiencies and developing innovative solutions for improving productivity. I have a broad-based knowledge of Software and Hardware, expertise in installation and configuration of software and hardware, troubleshooting problems and providing dependable support for both desktop and server infrastructure. Adept at creating policies and procedures that effectively support system enhancements.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
Work History
Senior Information Technology Support Specialist
DeltaTek Offshore Ltd
Lagos
10.2021 - Current
- I am part of a team that creates and implement IT Policies, I maintain these policies and procedures, for network administration, usage, and disaster recovery
- I am responsible for managing Servers (Physical and Virtual), including Active directory, print, and backup servers and integrating their associated software into enterprise systems
- I manange the virtual servers using Hyper-V technology
- I actively carry out office 365 administration (Exchange, Security,Office Configuration, Azure Active directory) using the Microsoft 365 Admin center
- I am responsible for carrying out Sharepoint Services
- I am involved in the coordination and approval of the necessary software and hardware upgrades of network/video elements and operation support systems that require vendor interaction, design and testing
- I implement required hardware and software upgrades
- I effectively troubleshoot and manage production incidents
- I communicate accurate impacts of production incidents
- I recommend solutions to production problems
- I carry out system documentation
- I Support desktop operating systems, hardware and software with focus on WINDOWS OS
- I efficiently troubleshoot and resolve complex problems in a highly technical environment
- Providing Tier II Technical support to users on-premise(Corporate and project-based) and offshore location
- Respond to escalated tickets from Tier I support staff to issues that impact users business operations
- Perform more advanced troubleshooting of routers and systems making adjustments within scope of responsibility
- Appropriately handling all customer issues including troubleshooting and providing feedback to the customer
- I maintain a high level of customer satisfaction through professionalism
- I carry out evaluation of new products and technology from vendors
- I am responsible for providing a personal and high level of support to the assigned Business Units that include all levels of management
- I represent the IT unit during the Routine Audit and Annual SON Audit compliance exercise
- Led projects and analyzed data to identify opportunities for improvement.
Server Administrator
DeltaAfrik Engineering Ltd
01.2020 - 10.2021
- I monitor the temperature of the Datacenter on a daily basis
- I have a high level of technical knowledge regarding windows server setup , deployment and maintenance
- I am responsible for the management of all Servers (Application, Print, License, CCTV, File Servers) in my organization ensuring they are running efficiently
- I maintained Computer networking systems by tracking server Activity, performing software upgrades, installing hardware, resolving technical problems and improving efficiency by evaluating system network functions
- I maintained Server User ID administration access for employees, Active Directory administration (this includes User and group administration and password management)
- I am involved in the management of active storage devices on premise (SAN) and cloud with a basic understanding of Microsoft Azure
- I conduct routine Server physical check to ensure they are healthy and working effectively
- I am responsible for completing all new user, change of security and account deletion requests according to the company’s security policy and also managed accounts for demobilized users
- I carry out backup and recovery functions (CommVault), also monitoring the integrity and daily report of backup of servers
- I oversee Server activity level also ensuring server security, ensuring that windows patches are periodically installed
- I effectively carry out space management on the File Servers
- I am responsible for troubleshooting hardware and software issues on servers and other related devices
- I actively participate in the Disaster Recovery Plan testing process.
Technical Specialist
DeltaAfrik Engineering Ltd
06.2018 - 12.2019
- I am responsible for supporting the major integrity project on IT related concerns, providing both helpdesk support and server related support
- I provide technical assistance and support to customers that are using software, hardware or other computer systems that needs help completing tasks through diagnostic tests and remote access to their computers
- I am responsible for installation and configuration of computer hardware, software, systems, printer and network
- I provide troubleshooting service where necessary
- I am involved in designing , analyzing and implementing efficient IT systems
- I provide advise to users and gather feedback from end users to continue improving systems
- I am responsible for the management of the service desk portal
- I assist employees with 24x7 Deskside Service communicating effectively, demonstrating patience and expediting problem resolution
- I manage my assigned tickets on the IT Service portal from the point of creation to resolution
- I provide technical assistance and interact with users both on-premise and remotely
- I provide software and hardware upgrade , set up and configuration and in some cases hardware replacement
Information System Analyst
NetServe Africa Ltd
06.2016 - 02.2018
- I helped the business implement technology solutions in a cost-effective manner by critically determining the requirements of the project and effectively communicating them to stakeholders and or facilitators
- I was involved with clearly defining application problem by convening with clients
- I evaluated procedures and processes, I developed solutions by preparing and evaluating alternative workflow solutions
- I coordinated production with programmers
- I provided support and trainings where required to client personnel
Server Associate and Servicedesk Administrator
DeltaAfrik Engineering Ltd
02.2012 - 02.2016
- I monitored all servers and ensured that they are up and running round the clock; including backup server and I am actively involved in
- Developing highly effective methods that significantly improved security on the domain, User and group administration including user
- Account creation, group account and password management
- I managed the configuration of network printers on the Print Server, Administered Active Directory and Microsoft Exchange servers
- Using Windows 2003 and 2008 operating systems; I am also involved in the configuration and management of backups using Symantec
- And Microsoft Data Protection Manager (DPM) software
- I championed the implementation of Virtualization (Hyper-V) technology on Windows platform,Observing information security, data
- Protection and network security guidelines and reporting breaches to the appropriate authority, also Advising users on efficient data
- Storage especially Email and File Management
- I was responsible for completing all new user, change of security and account deletion requests according to the company’s security
- Policy and also managed accounts for demobilized users, checking the status of System Centre Endpoint Protection (SCEP) on all servers
- And ensuring that it detects and updates all workstations regularly
- I was a key figure in the team that researched new updates of the ERP
- System in relation to the business domain and enhancing the IT infrastructure
- I managed the IT Service desk portal, including Incident, Request, Problem and Change Management and assigning of tickets to the
- Appropriate technician while monitoring the ticket from when it was created through till the resolution.
IT Helpdesk Associate
DeltaAfrik Engineering Ltd, WorleyParsons JV
05.2011 - 05.2013
- I provided IT solutions to support business operations on the project, provided computer helpdesk support and technical training
- On software to end users, also providing computer helpdesk support via telephone communications and working remotely with end users
- I am responsible for addressing all support calls as soon as possible and update users on the status and get feedback on the quality of the
- Service, communicating clearly and concisely, both orally and in writing to users about status of requests made to the service portal, also
- Responding to user complaints and escalating issues to regional network administrators when unable to provide resolution as per
- Company service level agreement
- I take responsibility of all the IM issues of the nominated floor/s, performing diagnostics and troubleshooting of system issues, documenting help desk tickets/resolutions, troubleshooting fixes for all hardware, software, and configuration issues as they pertain to resolving request for computer support; and maintaining equipment inventory lists
- I interviewed users to collect information about problem to know the diagnostic procedures to determine source of error., determining
- Whether a problem is caused by software or hardware
- Handling hardware and software installations and provided high-level customer
- Care and technical support
- Observing information security, data protection and network security guidelines, reporting breaches to the
- Appropriate authority and Advicing users on efficient data storage especially email Archive and file management are all part of my
- Responsibility
- I worked and contributed actively to the IM team, sharing knowledge and experience
- I am also involved in assembling and installing a
- Wide array of computer systems, workstations and peripheral devices, ensuring that all machines contain company standard software
- While all non-standard software and usage are reported and addressed immediately
- I am a part of the team that is responsible for the
- Make-up of all local IM rules and procedures
- Other responsibilities are demonstrating a personal commitment to Quality, Health, Safety and the Environment and maintaining a good housekeeping always.
Technical support Assistant
Industrial Attachment, New Dawn Computer Institute
06.2008 - 09.2008
- Computer desktop publishing
- Implemented basic software installations and windows 2003 admnistration
- Implemented basic hardware installation and upgrade
Metro Institute of Technology
08.2007 - 11.2007
- Industrial Attachment
- I Implemented basic hardware installation and upgrade
- Windows 2003 Operating system installation and administration
Education
MSc - Operations Research
University of Lagos
01.2020 - 12.2022
Bachelor of Science (B.sc) - Computer Science
University of Ado-Ekiti
09.2005 - 06.2010
Skills
HDI_SCA – Support Centre Analyst Certification
Professional Trainings
Networking plus, Microsoft Windows Server 2008, Microsoft Certified systems administrator, Cisco Certified Network Administrator (CCNA), Information Technology Infrastructure Library (ITIL): Foundation level
Information technology literacy skills
Microsoft Office (Word,Excel,Powerpoint,Access,Visio), MS SQL Server,Windows 2003, 2008 & 2012 Servers, Administration of Network storage devices and Backup Solutions
Affiliations
Networking plus, Microsoft Windows Server 2008, Microsoft Certified systems administrator, Cisco Certified Network Administrator (CCNA), Information Technology Infrastructure Library (ITIL): Foundation level Microsoft Azure [ in view]
TECHNICAL SKILLS
Microsoft Office (Word,Excel,Powerpoint,Access,Visio), MS SQL Server,Windows 2003, 2008 & 2012 Servers, Administration of Network storage devices and Backup Solutions.
Other Skills
Other skills I possess are:
-Ability to learn quickly and think analytically.
-Ability to contribute to a team effort
-Ability to multitask and work under pressure.
-A logical approach to problem-solving
-Excellent communication (written and oral)
-Good interpersonal and client-handling skills with the ability to manage expectations and explain technical details
-Business awareness
Timeline
Senior Information Technology Support Specialist
DeltaTek Offshore Ltd
10.2021 - Current
MSc - Operations Research
University of Lagos
01.2020 - 12.2022
Server Administrator
DeltaAfrik Engineering Ltd
01.2020 - 10.2021
Technical Specialist
DeltaAfrik Engineering Ltd
06.2018 - 12.2019
Information System Analyst
NetServe Africa Ltd
06.2016 - 02.2018
Server Associate and Servicedesk Administrator
DeltaAfrik Engineering Ltd
02.2012 - 02.2016
IT Helpdesk Associate
DeltaAfrik Engineering Ltd, WorleyParsons JV
05.2011 - 05.2013
Technical support Assistant
Industrial Attachment, New Dawn Computer Institute
06.2008 - 09.2008
Metro Institute of Technology
08.2007 - 11.2007
Bachelor of Science (B.sc) - Computer Science
University of Ado-Ekiti
09.2005 - 06.2010