Summary
Overview
Work History
Education
Skills
Certification
PROFESSIONAL DEVELOPMENT & SOFT SKILLS EXPERIENCE
Languages
Timeline
Generic

Hassan Adewuyi

Mississauga,ON

Summary

Highly driven and a detail-oriented customer-focused IT Service Desk analyst with 4+ years of experience providing technical support and troubleshooting in a fast-paced environments. Proven ability to resolve issues efficiently, communicate clearly with non-technical users, and ensure high levels of end-user satisfaction. Adept at working within ITIL frameworks and supporting both hardware and software solutions.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Network/ IT Service Desk Analyst

PREMIER LOTTO LIMITED
01.2021 - 01.2024
  • Provide troubleshooting for Tier 1 to Tier 3 support for users and also support for all Network and Security activities within the network facility.
  • Delivered first-line and second-line technical support for end users across all departments and remote environments.
  • Managed incident tickets via Cherwell, ensuring timely updates and follow-through on all open cases; consistently met or exceeded SLA metrics.
  • Diagnosed and resolved software, hardware, network connectivity, and printer issues, for all users across all departments reducing average resolution time by 30%.
  • Handled user account management using Active Directory, including password resets, permission changes, and group policy updates.
  • Supported Microsoft 365 applications, providing troubleshooting for Teams, Outlook, OneDrive, and SharePoint.
  • Collaborate with network engineer and infrastructure, cybersecurity teams to support upgrades and patching.
  • Created internal documentation and knowledge base articles to streamline onboarding and reduce repeat tickets.
  • Achieved an average ticket resolution time of under 2 hours and maintained a 95% customer satisfaction score.
  • Trained junior service desk staff and provided ongoing support for issue escalation.

System/IT Technical Support Specialist

BETA COMPUTERS LIMITED
01.2018 - 01.2021
  • Assist and drive ongoing maintenance and support with a team of network and system administrators to maintain, troubleshoot, and resolve issues.
  • Provided in-person and remote support for all staff members, ensuring minimal downtime and efficient issue resolution.

Network Technician

EDGEWARE GLOBAL RESOURCES LTD
01.2015 - 01.2018
  • Provide maintenance and support for all computers and other related devices.
  • Perform support services on hardware and software installation.
  • Ran cables and connected receivers.
  • Terminate UTP cables and fiber optic cables.
  • Installed and maintained network hardware, including all servers, routers, hubs, CAT6 and fiber optic cables.
  • Set up new printers as well as troubleshooting existing printers.
  • Provide technical support to customers to resolve and maintain computer operations.

Education

Bachelor of Science - Computer Science and Information Technology

Lead City University

Skills

  • Operating Systems: Windows 10/11, Mac OS, Linux (basic)
  • Software: Microsoft Office 365 Suite, Active Directory (Account Management, Group Policy), Incident Management & Ticketing Systems (Cherwell), VMWare Horizon, SharePoint Online
  • Networking: TCP/IP, DNS, DHCP, VPN, LAN/WAN, Wi-Fi Configuration
  • Hardware: Desktops, Laptops, Printers, Mobile Devices, Scanners
  • Security: MFA, Antivirus, Endpoint Protection, Basic Firewall Configuration
  • Other: ITIL Foundations, Remote Desktop Support, Ticketing Systems, VoIP

Certification

  • Cisco Certified Network Associate CCNA
  • Cisco Certified Network Associate Security (CCNA Security)
  • Cyberoam Certified Network & Security Professional CCNSP
  • Microsoft Azure Infrastructure and Deployment (AZ-100)
  • ITIL Foundation ITILv3

PROFESSIONAL DEVELOPMENT & SOFT SKILLS EXPERIENCE

  • Excellent interpersonal skills; ability to communicate with both technical and non-technical users
  • Highly organized with attention to detail and a commitment to documentation
  • Quick learner with a growth mindset and eagerness to stay current with emerging technologies
  • Demonstrated ability to work independently and in team-based environments

Languages

English
Professional Working

Timeline

Network/ IT Service Desk Analyst

PREMIER LOTTO LIMITED
01.2021 - 01.2024

System/IT Technical Support Specialist

BETA COMPUTERS LIMITED
01.2018 - 01.2021

Network Technician

EDGEWARE GLOBAL RESOURCES LTD
01.2015 - 01.2018

Bachelor of Science - Computer Science and Information Technology

Lead City University

Similar Profiles

CREATE PROFILE
Hassan Adewuyi