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Detail-oriented IT Support Associate with hands-on experience in system troubleshooting, user access management, and incident handling, transitioning into cybersecurity. Strong foundation in security principles, networking, and risk mitigation. To secure an entry-level role in cybersecurity where I can leverage my IT support background, hands-on security labs, and growing expertise in threat detection and incident response to protect organizational systems and data.

Dynamic professional with a proven track record in customer relationship management and technical operations optimization, demonstrated at Tory Burch and other notable companies. Excelled in enhancing customer satisfaction and streamlining support processes. Skilled in CRM software and empathetic client communication, I consistently exceed service goals, securing a top sales position at Telefónica del Perú.

Detail-oriented and results-driven IT professional with 6+ years of experience in desktop support, system administration, service desk technician and customer service. Proven track record of providing frontline technical support, troubleshooting complex issues, and ensuring stable operation of network and infrastructure systems. Proficient in a hybrid work environment, delivering 24/7 monitoring and support for mission-critical systems. Highly skilled in using monitoring tools, diagnosing issues, and providing end-user support with a focus on continuous system availability. Familiar with ServiceNow and experienced in the installation, configuration, and support of hardware/software systems. Advanced
 6+ years
Extensive experience using various Help Desk systems such as ServiceNow, Jira, ManageEnginePlus, Twilio, Freshdesk,HEAT etc.
Technical Support & Troubleshooting
Advanced
6+ years
Proficient in resolving technical issues on Windows, macOS, and network environments.
Ticketing Systems Management
Advanced
6+ years
Experienced in managing and resolving tickets efficiently.
Remote Desktop Support
Advanced
7+ years
Skilled in providing remote support and troubleshooting for both hardware and software.
System Administration
Advanced
6+ years
Expertise in managing Windows Server, Active Directory, Linux administration.
Networking (TCP/IP, DNS, VPN)
Advanced
6+ years
Deep knowledge of networking protocols, configuration, and troubleshooting VPN and DNS issues.
Application Support
Advanced
6+ years
Experience supporting multiple applications including MS Office, O365, Citrix, and VPN systems.
Security (Antivirus, Firewalls, IDS)
Intermediate
6+ years
Hands-on experience with IT security tools like firewalls, IDS, and antivirus solutions.
Documentation & Knowledge Base Management
Advanced
6+ years
Proficient in documenting processes, creating user guides, and maintaining knowledge bases.
End-User Training & Support
Advanced
6+ years
Delivered technical training and support for users, ensuring smooth IT operations.
VPN Configuration & Remote Access
Advanced
6+ years
Configured and managed VPN access for remote users, improving connectivity and security.
Hardware Setup & Maintenance
Advanced
6+ years
Experience in system imaging, hardware installation, and managing hardware upgrades.
Customer Service & Communication
Advanced
4+ years
Strong client-facing communication skills, ensuring high levels of user satisfaction.
ITIL Framework & Service Delivery
Intermediate
3+ years
Familiar with ITIL processes, ensuring compliance in IT service management.
MDM (Mobile Device Management)
Advanced
6+ years
Worked on MDM device migrations and supported mobile device setups and security.
Microsoft Office 365 Administration
Advanced
5+ years
Expert in managing Office 365 environments, user accounts, and troubleshooting.
Project Management (IT Projects)
Intermediate
2+ years
Led several IT projects including system rollouts, migrations, and upgrades.

I have over 10 years of experience in the IT industry, where I've had the opportunity to excel in various support roles. Throughout my career, I've developed a deep understanding of technical support and client engagement, which has honed my communication skills and ability to collaborate effectively with diverse teams. As we enter a new digital era with the rise of AI and automation, I am committed to enhancing my skills to remain at the forefront of this technological evolution. To achieve this, I am currently pursuing studies in Power Automate, Python, and JavaScript. Although I am a new developer, I have a strong passion for problem-solving and am eager to build upon my technical foundation. I understand that a career in development is challenging, but I am determined to master any language that comes my way, particularly Python. Currently, I am employed at PwC, where I have gained a solid foundation in IT and risk management. This role has allowed me to collaborate with teams to optimize strategies, mitigate risks, and enhance decision-making processes through regular strategic meetings. My experience here has strengthened my ability to approach problems with precision and strategic thinking. My professional journey has been characterized by a commitment to continuous learning and growth. I view challenges as opportunities to develop and contribute meaningfully wherever I can. I am excited about the possibility of bringing my skills, enthusiasm, and dedication to a new role where I can make a positive impact. I look forward to the opportunity to discuss how my experience and skills can align with your organization’s needs. Thank you for considering my application. I am eager to explore new horizons and contribute to your team’s success.

Damilola Okusanya

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Support Associate

Customer Service Representative

Education

Bachelor of Science - Economics

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Support Associate

Customer Service Representative

Bachelor of Science - Economics

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