IT Support
JOHNSON ODUNLAMI
Jesus Power Bible Church & Ministries
Spring,TX
1
Certification
4
years of professional experience
Results-driven IT professional with hands-on experience in Salesforce and ServiceNow incident management. Salesforce Certified Administrator skilled in documenting issues, prioritizing tasks, and ensuring timely resolutions within IT service frameworks. Focused on enhancing operational efficiency and delivering high-quality support to improve user satisfaction.
Work History
IT Support Analyst
3 Years 4 Months- Provided end-user support for hardware, software, and system-related issues
- Logged, tracked, and managed incidents ensuring accurate documentation and timely resolution
- Performed user account management including password resets and access control
- Installed, configured, and maintained desktop systems and applications
- Documented troubleshooting steps and resolutions to maintain knowledge base
- Collaborated with team members to ensure consistent service delivery and system uptime
- Operations Support (Relevant Experience)
- Followed structured workflows to ensure operational accuracy and consistency
- Monitored activities to identify discrepancies and process gaps
- Maintained accurate records to support data integrity and accountability
- Communicated effectively with team members to support operations and task completion
Vice Principal/ Mathematics Teacher
4 Years 3 Months- Acted as main contact for students, parents, teachers, and external stakeholders.
- Addressed concerns, complaints, and conflicts to promote positive resolutions.
- Assisted students and parents with academic and administrative inquiries, providing clear guidance and follow-up.
- Facilitated meetings, presentations, and parent conferences to convey complex information clearly.
- Organized and maintained student records, reports, and confidential documents in compliance with school policies.
Education
B.Sc. (Hons) - Agricultural Engineering
Skills
ServiceNow (Incident Management - Personal Developer Instance)
IT Service Management
Desktop Support & Technical Troubleshooting
Hardware & Software Installation & Support
User Account Management & Access Control
Ticket lifecycle management
Ticket Triage
Prioritization & Routing
SLA Monitoring & Escalation Procedures
Incident documentation
Cloud Service Support
Certification
- Salesforce Platform Administrator
- CompTIA Security+ (Active)
- Project Management Certificate
HANDS-ON EXPERIENCE – SERVICENOW LAB
- Created and managed incident tickets using ServiceNow Personal Developer Instance
- Performed ticket triage, prioritization, and lifecycle management (New → In Progress → Resolved)
- Documented troubleshooting steps using Work Notes and communicated updates via User Comments
- Simulated real-world scenarios including login issues, account lockouts, and system access failures
- Applied SLA awareness and priority classification (P1–P4) based on business impact
- Assigned tickets to appropriate groups and ensured proper routing and escalation
- Completed full incident resolution cycle including validation and closure
PRACTICAL EXPERIENCE
- Desktop Support Training (TCM Security)
- Forage Desktop Support Simulation (ticket handling, escalation workflows)
- Home lab practice using virtual machines
PROFESSIONAL EXPERIENCE
01-2019
Timeline
IT Support Analyst
Jesus Power Bible Church & Ministries
01.2019 - 05.2022Read More
Vice Principal/ Mathematics Teacher
George & Duke International College
02.2018 - 05.2022Read More
Obafemi Awolowo University
B.Sc. (Hons) from Agricultural Engineering
Read More