Gbenga Olaniyan
Hackensack,NJ
Summary
Highly skilled Desktop Support Technician with comprehensive background in troubleshooting, system management, and customer service. Strong ability to diagnose technical issues and implement effective solutions, demonstrating solid knowledge of desktop hardware, software applications, and network systems. Notably contributed to improving system performance and user satisfaction in previous roles. Demonstrated communication skills with a consistent record of fostering positive relationships with users while effectively managing technical concerns.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Desktop Support Technician
Nyu Langone
Manhattan, NY
09.2024 - Current
- Resolved service requests by individually troubleshooting and addressing user issues.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Resolved customer service requests in a timely manner according to established SLAs.
- Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
- Troubleshot computer systems to identify and resolve operating system and application problems.
- Created detailed documentation of all tasks performed on user's computers.
- Installed and configured hardware such as printers, scanners, monitors, keyboards and mice.
- Provided technical support to users regarding hardware, software and network related issues.
- Configured user accounts in Active Directory for access to corporate resources.
- Performed regular maintenance activities such as virus scans, disk de-fragmentation.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Assisted with the installation of new computers, peripherals and other IT-related equipment.
IT Manufacturing Engineer
Stryker
Mahwah, NJ
01.2023 - 07.2024
- Administer and maintain user accounts, permissions, and access rights across various platforms.
- Resolve an average number of tickets daily, including hardware, software, and network issues, prioritizing based on impact to ensure business continuity.
- Lead the deployment and configuration of new hardware and software, ensuring minimal disruption to users, and optimizing performance.
- Implement and monitor IT security protocols, significantly reducing vulnerability to malware and other security threats through regular audits and updates.
- Conduct regular training sessions for staff on new technologies and cybersecurity awareness, enhancing overall IT literacy across departments.
- Manage IT inventory, ensuring all hardware and software assets are tracked and up to date, which facilitated a 20% reduction in unnecessary IT expenditures.
- Act as a liaison between the IT department and external vendors, negotiating contracts, and managing relationships to secure the best pricing and service terms.
- Develop and maintain comprehensive documentation for IT systems and procedures, improving the efficiency of troubleshooting and on-boarding new IT staff.
Desktop Support Technician
NoBox Technologies
New Jersey
10.2020 - 12.2022
- Provided frontline support for 1000+ users, addressing and resolving issues related to desktops, laptops, and mobile devices, with a focus on minimizing downtime
- Collaborated with IT team members on large-scale hardware and software upgrades, ensuring smooth transitions and user satisfaction
- Documented processes and maintained detailed records of user requests and solutions provided, leading to a 25% improvement in issue resolution times
- Improved system performance by regularly evaluating and optimizing IT infrastructure, including performing system updates and patches
- Assisted in the development and implementation of backup and recovery procedures, significantly reducing data loss incidents
- Participated in after-hours on-call support rotation, providing timely resolutions for critical issues, and maintaining high availability of IT services
- Supported remote users through VPN and remote desktop services, ensuring seamless access to network resources and productivity tools
- Engaged in proactive monitoring of IT systems using specialized tools, identifying, and addressing potential issues before they impacted users
Junior Desktop Support Engineer
Hypercore IT Solution
Jersey city
01.2018 - 09.2020
- Provide first-level contact and convey resolutions to user issues
- Assist users with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software
- Perform tasks such as installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment
- Troubleshoot problem areas in a timely and accurate fashion, providing end-user assistance where required
- Monitor system performance and troubleshoot issues to ensure systems are operating effectively
- Assist with the installation of software updates, patches, and drivers
- Maintain inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment
- Document internal procedures, user issues, and resolutions for future reference
- Assist in supporting LANs, WANs, network segments, Internet, and intranet systems
- Help in managing end-user accounts, permissions, access rights, and storage allocations
- Work with the IT security team to implement policies and practices for securing information
- Assist in the deployment of security updates and patches to desktop environments
- Collaborate with IT staff to ensure smooth and reliable operation of software and systems
- Assist in the onboarding process of new users, providing training and support
- Participate in after-hours on-call support rotations
- Assist in the preparation of incident reports and the documentation of resolution steps
- Provide support to IT projects from planning through to implementation
- Assist with the testing of new software and hardware, providing feedback to IT project teams
Education
IT Support -
Per Scholas
Bronx, NY02.2021
Bachelor of Arts - International relations
University of ile-Ife
Osun state01.2020
Southern Career Institute - Cybersecurity
Southern Career Institute
Austin, Texas01.2020
Skills
- Operating Systems
- Hardware expertise
- Network Administration
- Software and applications
- Cloud services
- Database Management
- Scripting and Automation
- IT Security
- Communication
- Problem solving
- Customer service
- Adaptability
- Time management
- Teamwork
- Continuous learning
- Attention to detail
- Troubleshooting & diagnostics
- Technical support
- Ticketing system proficiency
- Mobile device support
- User account management
- Help desk experience
- Ticketing system oversight
- Asset management
- System configuration
- Advanced troubleshooting
- Cloud computing
- Remote desktop support
- Remote support
- Application support
- End-user account management
- Server administration
- Software installation
Certification
- CompTIA A+ Certification, 03/01/20
- Security+ Certification, 06/01/20
- Microsoft Certified: Windows 10, 02/01/21
- Google IT Support Professional, 01/01/21
- AWS Cloud Practitioner, 11/01/22
- AWS Certified Solution Architect Associate, Not specified
Professional Development
- Participated in annual IT conferences and workshops, including The DEVOPS Conference Global.
- Completed online courses on advanced network troubleshooting and cloud computing fundamentals.
Timeline
Desktop Support Technician
Nyu Langone
09.2024 - Current
IT Manufacturing Engineer
Stryker
01.2023 - 07.2024
Desktop Support Technician
NoBox Technologies
10.2020 - 12.2022
Junior Desktop Support Engineer
Hypercore IT Solution
01.2018 - 09.2020
IT Support -
Per Scholas
Bachelor of Arts - International relations
University of ile-Ife
Southern Career Institute - Cybersecurity
Southern Career Institute
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