Anu Ogunsiji
Lightsview, Adelaide ,South Australia
Summary
A dedicated Service Desk Technician with over two years of IT support experience, specializing in Level 1 & Level 2 troubleshooting, hardware and software installations, and customer support. Proficient in Windows OS, Microsoft Office 365, Active Directory, and IT service management tools. Strong problem-solving abilities and excellent communication skills to provide timely and effective IT support to end users. Passionate about delivering high-quality technical assistance while ensuring compliance with IT security and operational best practices.
Overview
1
1
Certificate
6
6
years of professional experience
Education
Master of Science - Software Engineering (Cloud Computing)
Torrens University
Adelaide, SA, Australia08.2024
Bachelor of Engineering - Electrical and Information Engineering
Landmark University
Omu Aran, KW, Nigeria07.2018
Skills
- Service Desk Support (Level 1 & Level 2)
- Windows OS (7-11) & Microsoft Office 365 Administration
- Active Directory & User Account Management
- Incident Management & SLA Compliance
- Hardware & Software Troubleshooting
- Remote Support & IT Documentation
- Customer Service & End-User Training
- ITIL Framework & IT Security Best Practices
- Portable Storage Device Management
- ServiceNow & Other Ticketing Systems
Certification
- AWS Certified Cloud Practitioner
- MS 700 Managing Microsoft Teams Certified
- CCNA Routing and Switching Certified
- Fortinet(NSE 1 and 2) Certified
Timeline
IT Support Engineer
Inclusive Lifestyle
05.2023 - Current
System Administrator
Rand Merchant Bank
04.2021 - 02.2022
Network Support Engineer
Arravo Global Services, BCX
01.2019 - 02.2022
Master of Science - Software Engineering (Cloud Computing)
Torrens University
Bachelor of Engineering - Electrical and Information Engineering
Landmark University
Work History
IT Support Engineer
Inclusive Lifestyle
Adelaide , South Australia
05.2023 - Current
- Provided onsite and remote Level 1 & Level 2 IT support, ensuring timely resolution of technical issues.
- Installed, configured, and maintained Windows OS, Microsoft Office 365, and Active Directory services.
- Managed user account provisioning, password resets, and security access controls.
- Resolved hardware and software issues on laptops, desktops, and peripherals.
- Documented and tracked service requests using ServiceNow and other ticketing systems.
- Assisted with IT security protocols, ensuring secure data handling and compliance.
- Provided end-user training on IT best practices and security awareness.
System Administrator
Rand Merchant Bank
Lagos, Nigeria
04.2021 - 02.2022
- Managed Active Directory, user access control, and group policies.
- Provided technical support and troubleshooting for end users in an enterprise environment.
- Administered Office 365 applications, including email, Teams, and SharePoint.
- Assisted with network troubleshooting, including VPN, firewall, and endpoint security configurations.
- Ensured timely resolution of IT service requests, meeting SLA targets.
- Maintained IT asset records and provided support for portable storage device management.
Network Support Engineer
Arravo Global Services, BCX
Lagos, Nigeria
01.2019 - 02.2022
- Provided Level 1 & Level 2 support for enterprise users.
- Managed incident resolution, escalation, and ticket management using ServiceNow.
- Assisted in court visits to securely download subpoenaed documents while ensuring compliance with data security policies.
- Ensured malware scanning and secure data handling for portable storage devices.
- Conducted system updates, software installations, and patch management.
- Collaborated with other departments within the organization when needed on projects involving networking infrastructure.
- Evaluated local area network (LAN) and wide area network (WAN) performance data to verify availability and speed, identifying network problems.
Affiliations
- Reduced IT support ticket resolution time by 35% through enhanced troubleshooting procedures.
- Implemented secure data handling protocols for portable storage device management.
- Successfully deployed and maintained over 500+ end-user devices.
- Provided IT training for 100+ users, improving overall IT literacy and security awareness.
Languages
English
Hobbies and Interests
- Football
- Music
- Reading
References
References available upon request.
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