Oluwaseun Gabriel Ogunji
Edmonton,Canada
Summary
Well-qualified technical support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in hardware and software incident resolution and working in 24/7 uptime environment. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Application Dev. Support Specialist
IBM Consulting Canada
04.2022 - Current
- Responsible for debugging code and clearly communicating Service Incident resolutions with supporting evidence
- Providing support in a Service Management environment including handling of incidents, problems, and change tickets as per defined service levels
- Providing technical support related to the maintenance and administration of Genesys Multi-cloud Contact center applications
- I provide development support for minor enhancements and customizations for the application
- Clarifying and analyzing client reported Service Incidents and/or Service Requests to obtain resolution or an acceptable work-around
- Addressing and rectifying production issues and fulfilling requests for software solutions promptly, while keeping key stakeholders updated on progress
- Facilitate the testing of proposed new business requirements or upgrade to existing business solution in TQA environment before deployment to production environment.
Service Desk Analyst
RBC Group
11.2020 - 04.2022
- Proficiently use of ServiceNow ITSM to identify customer technical needs, I provide technical assistance and appropriate solutions through effective use of knowledge base and IT technical skills
- Utilize Help Desk software (ServiceNow) to enter tickets and retrieve logged calls for resolution, or forward pending inquiries to the next level of expert support
- Develop and maintain endpoint management policies, configurations, and standards to ensure consistency and compliance Deploy and configure operating system images, software packages, updates, and patches using SCCM and Intune
- I provide prompt resolution for issues raised on a single point of contact and escalate customer issues for issue responding to another tier of support, following up with escalation partners and promptly providing status updates to customer as appropriate
- I demonstrated ability to troubleshoot technical issues dealing with computer hardware, software, mobile devices, remote access, printers, and telephony while ensuring proper documentation for each issue via ServiceNow ticket platform for call back, escalation or tracking purposes
- Manage device enrollment, provisioning, and configuration profiles for Windows, macOS, iOS, and Android devices
- Investigate, troubleshoot, and resolve all computer software and hardware problems for on-site and remote users
- These include but are not limited to Windows OS, Remote/VPN Connectivity, Printing etc.
IT Technician
Capgemini Solutions (RBC Insurance)
01.2017 - 11.2020
- Maintain computer systems, purchase all hardware/software, and install upgraded new hardware as needed by the client
- Perform Creation/deletion/management of objects, i.e
- Local user accounts, groups, workstations, servers, printers, etc
- In their OU hierarchy
- Provide 1st line technical support to multiple sites which includes office users, answering queries via phone and emails
- Responsible for creation of new user accounts and disabling or removal of user account and password reset
- Resolve issues related to windows, network connectivity as well as problems associated with banking software, Web applications and hardware errors.
IT & Technical Support Technician
Acciona Agua. Doha. Qatar
07.2015 - 09.2016
- Installs and configures applications software and related hardware such as (Desktops, Servers and related peripherals like printers, scanners, drives Monitor and Video teleconferencing Hardware) Provide 1st line technical support to multiple sites which includes office users, answering queries via phone and emails
- Perform professional services such as rebooting of servers, restarting services/processes, basic configuration, administration of operating systems based on Operational Level Agreements
- Maintained corporate LAN for two separate locations, supporting over 500 Users (system include RJ45 Type B Cabling, Windows for workgroups) Maintain proper record of work operations, events, and logs to produce concise reports to company management
- Perform Creation/deletion/management of objects, i.e
- Local user accounts, groups, workstations, servers, printers, etc
- In their OU hierarchy
- Protect company database and infrastructure by maintaining logs of access controls, surveillance systems and other security gadgets to maintain the integrity of company information
- Evaluate heating and cooling systems to ensure they are operational and can meet equipment temperature conditions
- Managed infrastructure projects assigned to the data center team by making sure that new server racks were properly cabled and PDUs installed, adhering to company standards
- Troubleshooting and testing connectivity between network devices, servers and workstations
IT & Desktop Support
GREENLINE RAIL UNDERGROUND (PSH Joint Venture). Doha Qatar
04.2014 - 07.2015
- Maintain computer systems, purchase all hardware/software, and install upgraded new hardware as needed by the client
- Support Multiple clients with various issues at contact via phone, email, and in-person
- Provide desktop and printer support for all client systems
- Escalate and manage all reoccurring problems and ensure work within timeframe and according to capacity demands
- Supervise work order and maintain comprehensive workflow of ticketing system
- Managed asset receiving, tagging, and database administration for all equipment installed in data center
- Perform installation and testing of procured hardware and software; installation and configuration of system software like operating system & drivers; system patches & updates; system software for data storage tape library other hardware equipment.
IT & Network Support
Hyojong Industrial Company ltd. Ras-Laffan Industrial City. Qatar
12.2012 - 04.2014
- Improved network performance by proactively identifying and resolving connectivity issues.
- Troubleshot failed drives, warnings and unscheduled reboots.
- Managed software and hardware issues for end-users.
- Monitored network hardware operations to evaluate proper configuration.
- Diagnosed and executed resolution for network and server issues.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Delivered effective training programs for both technical staff and end users on proper use of network resources, enhancing overall productivity levels across the organization.
- Provided exceptional customer support by quickly diagnosing and resolving technical issues for a diverse user base.
IT/ATM AND DATA CENTRE SUPPORT
Sol Nigeria Ltd
09.2009 - 12.2012
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Diagnosed and executed resolution for network and server issues.
- Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
- Moved and installed shelves, power strips, rails, servers, switches and other equipment.
- Reduced downtime for critical systems by performing regular maintenance and updates on servers, switches, and other hardware.
- Coordinated with external vendors for timely delivery of replacement parts, minimizing delays in repairs or upgrades.
- Facilitated smooth operation of the data center by conducting regular firmware updates on all devices within the facility.
- Provided expert technical support on-site or remotely as needed, resolving complex hardware or software issues promptly.
- Function as a team lead for team of IT & ATM 1st Level Support for over 350 ATMs for Financial Institution.
- Responsive via mobile phone / email 24x7x365, perform on-call support, remote support as needed.
Education
Bachelor of Science - Computer Science
Lagos State University
Lagos, Nigeria04.2012
Diploma - Mechanical Engineering Technology
Lagos State Polytechnic
Lagos, Nigeria04.2005
Skills
- Remote Support
- Support Services
- Customer Relationship Management
- Training and coaching
- Incident Management
- Service Desk Operations
- SLA Compliance
- Hardware troubleshooting
- Application installations
- Network Troubleshooting
- Application support
- Virtualization Technologies
- Teamwork and Collaboration
- Problem-Solving
- Organizational Skills
- Attention to Detail
- Collaborative Team Player
- Analytical and Methodical
Accomplishments
- Collaborated with team of 15 in the development of Genesys Call centre solution for Tangerine Bank
- Supervised team of 10 staff members while working as Team lead for IT & ATM Support
Technicalandcoreproficiencies
- Proficient in supporting Citrix and VMWare virtualized environments
- In-depth knowledge of standard operating systems (Windows, MacOS, Linux) and software packages (Office365, Adobe).
- Network troubleshooting abilities (wired, wireless, and VPN).
- Proficiency in Administration of Active Directory and MS Exchange Servers.
- Knowledge of Routers, Switches, Firewalls, and Corporate Antivirus solutions.
- Solid understanding of ITSM principles, processes, and frameworks (e.g., ITIL).
- Experience with ServiceNow ITSM tools and platforms
- Understanding of endpoint management concepts, including device provisioning, software distribution, patch management, and security.
- Experience with Microsoft Endpoint Manager (SCCM and Intune) integration, configuration, and administration.
- Experience in installing, configuring, and supporting server Operating Systems (e.g., Windows Server [2003, 2008, 2012, 2016]).
Keyskillsandadaptabilitysummary
- Possesses clear and excellent communication skills with a keen attention to detail.
- Demonstrates outstanding customer service and time management abilities.
- Excellent conflict resolution and negotiation skills
- Excellent technically oriented and troubleshooting skills.
- Ability to interrelate with all levels of client both internally and externally.
- Ability to communicate ideas in both technical and user-friendly language.
- Strong analytical & decision-making skills
- Strong interpersonal skills needed to build and maintain positive stakeholder relationships.
- Ability to handle multiples priorities and maintain flexibility in completing tasks in a dynamic workplace.
- Dedicated to ongoing learning and development.
Residencystatus
Canadian
Languages
English
Native or Bilingual
Certification
- IBM Cybersecurity Analyst, Coursera - [OCT2021 - MAR2022]
Timeline
Application Dev. Support Specialist
IBM Consulting Canada
04.2022 - Current
Service Desk Analyst
RBC Group
11.2020 - 04.2022
IT Technician
Capgemini Solutions (RBC Insurance)
01.2017 - 11.2020
IT & Technical Support Technician
Acciona Agua. Doha. Qatar
07.2015 - 09.2016
IT & Desktop Support
GREENLINE RAIL UNDERGROUND (PSH Joint Venture). Doha Qatar
04.2014 - 07.2015
IT & Network Support
Hyojong Industrial Company ltd. Ras-Laffan Industrial City. Qatar
12.2012 - 04.2014
IT/ATM AND DATA CENTRE SUPPORT
Sol Nigeria Ltd
09.2009 - 12.2012
Bachelor of Science - Computer Science
Lagos State University
Diploma - Mechanical Engineering Technology
Lagos State Polytechnic
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