SUNNY OGBEIDE
Hobart,Australia
Summary
Service Desk and IT Operations leader with strong experience delivering reliable, KPI-driven IT support across multi-site environments. Proven in leading day-to-day Service Desk operations, managing escalations, improving SLA performance, and driving backlog reduction through structured triage, documentation standards, and team capability uplift. Hands-on technical depth across Microsoft 365, endpoint/desktop environments, identity and access, virtualisation and backups, with a strong focus on customer experience, operational discipline, and security-conscious service delivery. Skilled Information Technology Officer with a background in managing complex IT projects, integrating new technologies into existing systems, and enhancing cybersecurity measures. Strengths include strong problem-solving abilities, significant knowledge of emerging tech trends, and leadership in cross-functional team collaboration. Previous work has resulted in improved operational efficiency through the effective implementation of innovative IT solutions.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
Senior Information Technology Officer — Service Desk & Operations Lead
Circular Head Council & Waratah-Wynyard Council
08.2024 - Current
- Lead multi-site Service Desk operations, overseeing triage, prioritisation, ticket ownership, and escalation pathways to maintain consistent support across sites.
- Act as the primary escalation point for complex technical incidents across Microsoft 365, VMware, Veeam, Fortinet, MapInfo and CouncilWise, ensuring timely resolution and clear communication to stakeholders.
- Introduced structured triage, escalation paths and improved documentation standards, delivering a ~25% improvement in SLA consistency.
- Strengthened service stability by analysing root causes and implementing preventative controls, reducing repeat incidents and improving predictability of support outcomes.
- Redesigned Veeam offsite backup approach and automated validation testing, reducing recovery time by ~40% and strengthening DR readiness.
- Mentored junior technicians through troubleshooting guidance and standardised approaches, improving capability and reducing escalation dependency.
- Improved cybersecurity posture through MFA enforcement, patch compliance and backup resilience, contributing to Essential Eight maturity uplift.
- Developed and maintained SOPs, build guides, DR documentation and audit evidence packs to support operational standards and compliance.
- Legitimate KPI/Backlog Example (useful for interview): Following increased ticket volumes and inconsistent prioritisation, implemented clearer priority rules, enforced ticket ownership, and expanded knowledge base content for frequent issues. Result: stronger SLA consistency and reduced repeat incidents through improved first-contact resolution and consistent escalation handling.
IT Support Officer (Level 2)
Service Global
11.2023 - 08.2024
- Delivered L2 support across Microsoft 365 and endpoint environments, resolving incidents/requests in line with Service Desk expectations and timeframes.
- Automated software deployment using PDQ Deploy, reducing installation time by ~40% and improving endpoint build consistency.
- Performed AD clean-ups and permission hygiene, reducing access issues and dormant accounts.
- Restored productivity for 100+ users by resolving Teams, OneDrive and SharePoint sync failures.
- Produced troubleshooting guides that reduced repeat incidents and improved first-contact resolution.
Freelance Data Analyst / Inventory Optimisation Consultant
Nova Jewelry
07.2022 - 12.2023
- Reduced overstocking by ~15% using forecasting and inventory reporting automation.
- Built dashboards to improve decision-making and operational visibility.
- Provided training and documentation to support sustained improvements.
Help Desk Support (Level 1–2)
University of Tasmania — School of ICT
07.2023 - 10.2023
- Delivered responsive L1–L2 support to staff and students across labs and admin environments.
- Supported imaging/deployment activities to achieve 100% lab readiness prior to semester commencement.
- Identified recurring issues, documented solutions, and escalated root causes for longer-term remediation.
Information Technology Support Specialist
University of Benin Staff School
07.2019 - 01.2022
- Provided end-to-end support for academic/admin staff and maintained network/hardware reliability.
- Reduced reported issues by ~40% through scheduled maintenance and improved antivirus policies.
- Supported Windows Server deployments to improve data access and printing across departments.
- Maintained asset inventories and documented procedures supporting compliance and licensing.
Education
Master of Information Technology & Systems -
University of Tasmania
Hobart, TAS01.2023
Bachelor of Engineering - Computer Engineering
University of Benin
Benin City01.2017
Skills
- Service desk leadership
- KPI and SLA management
- Backlog management
- Process optimisation
- Issue escalation point
- Knowledge management
- Security compliance
- Microsoft 365 proficiency
- Windows support
- Identity and access management
- VMware ESXi administration
- Veeam backup solutions
- Networking fundamentals
- Technical documentation
References
Available on request
Languages
English
Full Professional
Certification
CompTIA A+
Timeline
Senior Information Technology Officer — Service Desk & Operations Lead
Circular Head Council & Waratah-Wynyard Council
08.2024 - Current
IT Support Officer (Level 2)
Service Global
11.2023 - 08.2024
Help Desk Support (Level 1–2)
University of Tasmania — School of ICT
07.2023 - 10.2023
Freelance Data Analyst / Inventory Optimisation Consultant
Nova Jewelry
07.2022 - 12.2023
Information Technology Support Specialist
University of Benin Staff School
07.2019 - 01.2022
Master of Information Technology & Systems -
University of Tasmania
Bachelor of Engineering - Computer Engineering
University of Benin