Dami Omosanya

• Created step-by-step procedures for day-to-day tasks to streamline workflow and improve efficiency.
• Answered user inquiries to resolve computer software or hardware operation problems.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Evaluated software or hardware to recommend improvements or upgrades.Documented troubleshooting efforts, identified issues, and implemented fixes.
• Assisted in scaling the IT Service Desk team from 7 to over 20 members.
• Developed an onboarding program for new engineers, providing training on various tools and platforms.
• Delivered exceptional customer service, consistently achieving high satisfaction surveys.
• Implemented automation to streamline ticket requests and reduce manual processes.
• Contributed to building hardware processes in a remote-first environment.
• Led worldwide training for new agents on system access.
• Managed employee customer satisfaction scores and performed quality assurance on tickets.
• Collaborated with different departments to improve ticket processes and facilitate better communication.

• Provided tier-2/3 support and followed SOPs and SLAs for activities.
• Led the tier-1 IT support team, handling deployments, technical escalations, and project tasks.
• Managed the lifecycle of employee hardware and user profile accounts, including onboarding, offboarding, and leaves of absence.
• Conducted IT orientations and facilitated employee access control across various platforms.
• Administered multiple systems such as Okta, BetterCloud, Slack, Zoom, SCCM, Intune, Jamf, Active Directory, CDW Vendor, and Amazon.
• Managed mobile device management (MDM) and provisioning of company assets (Windows, Macs, iPhones, iPads) using Jamf and Intune.
• Oversaw asset management, procurement, and maintained inventory accuracy using Oomnitza.
• Collaborated with networking, infrastructure, SaaS, security, and executive IT teams on projects.
• Configured and shipped laptop assets to remote employees, ensuring VPN connectivity and functionality of Zoom conference rooms and office printers.
• Performed software checks to uphold security and privacy policies on all office devices.
• Managed Microsoft Windows servers and VM environment using Citrix and AWS.
• Created documentation in Confluence for FAQs and internal procedures.
• Ensured alignment with security objectives and standards in Mac/Windows/AD environments.

• Provided tier-1/2 support to 5,000 end-users and executives.
• Delivered remote desktop support using Microsoft RDP, SCCM, Apple Remote Desktop, VNC, Beyond Trust, and TeamViewer.
• Utilized Citrix and VMWare virtualization platforms.
• Configured remote software packages such as VOIP Cisco Phones, VPN, End-Point Encryption, and Remote Desktop applications.
• Managed user issues through the Manage Engine and Easy Vista ticketing system.
• Collaborated with various departments to escalate and resolve issues.
• Conducted IT and security training for users during orientations.

• Provided tier-2 support to over 12,000 worldwide end-users and served as an escalation point for tier-1 support associates.
• Led weekly IT orientations for new hires, assisting with computer and platform login.
• Supported executives with on-site and on-call IT and security-related issues.
• Administered enterprise systems such as BetterCloud, G-Suite, Zoom, Slack, Office365, Virtru, DUO, Adobe, and others.
• Created and updated process documentation in Confluence.
• Managed Windows and Mac desktop builds and Carbon Black Security.
• Utilized remote desktop tools and VOIP phones to diagnose and troubleshoot problems.

• Provided tier-1 service desk services as an on-site technician for Windows and Mac computers under Senior Tech guidance.
  
• Managed end-user accounts in AD/Okta pertaining to: Onboarding & Offboarding (provisioning & De-Provisioning access).
  
• Used Active Directory to manage user access/to: network drives, & local standard/admin rights on issued hardware.
  
• Setup/maintained AV comms/meetings equipment: Projectors, Tv’s, Cisco network displays, VOIP phones/ Speakers.
  
• Performed hardware upgrades on Windows/Mac systems of their HDD, SSD, & RAM to higher capacities.
  
• Performed software updates/OS upgrades on Windows/Mac systems to ensure compatibility with softwares used
  internally.
  
• Added laptops on Company Domain, & setup employee user profiles on laptops with guidance of on-site Level 2
  technician.
  
• Provisioned and deployed Company Windows laptops using Macrium and provided them to intended company
  end-user.
  
• Setup diagnostics with Level 2 technician guidance depending on the reported issues & applied hardware / software
  solutions.
  
• Installed new software and performed software upgrades and repairs on Windows/ Mac systems.
  
• Installed VPN & Firewall services to ensure security compliance.
• Troubleshoot Network/Connectivity issues, Routers/Network Printers & various network equipment.
  

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