Oluwarotimi Malomo
Ellicott City,MD
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT EUC Senior Analyst
CarMax AutoSuperstores Inc.
11.2018 - Current
- Manage Grand Opening projects to deliver Technology devices and materials on time for new CarMax locations across United States.
- Provided third-tier support for all end-user hardware and applications within the organization.
- Provided high-level support and escalated issues as needed.
- Worked with IT Infrastructure on special projects and performed system/network administration.
- Provided support to end-users by handling service requests, acted as an escalation point for tickets.
- Diagnosed and resolved technical hardware and software issues for Dell/HP laptops, iPhones, printers, etc.
- Developed and maintained all systems, applications, security, and network configuration.
- Recommended upgrades, patches, and new applications and equipment.
- Logged all help desk interactions, filled out detailed information in tickets, and documented resolutions.
- Redirected/escalated problems to appropriate resources.
- Trained/educated new users and set up new user workstations.
- Responded to requests for technical assistance in person, phone, and/or email in a courteous and professional manner.
- Evaluated existing systems and/or user needs to analyze, design, recommend, and implement system changes.
- Patch software and install new versions to eliminate security problems and protect data.
Solution Center Analyst II
CarMax AutoSuperstore Inc.
03.2017 - Current
- Provide support for CarMax applications critical to all departments within the organization to conduct day-to-day business.
- Provided remote support to business users over the phone, email, and chat as well as in-person support in the office.
- Supported Windows and MAC desktop environments.
- Troubleshot and resolved technical issues for Microsoft Office suite, VPN, Chrome, Anti-virus, etc.
- Hardened workstations and managed laptop/desktop imaging processes and tools.
- Backed up user systems and performed DoD level drive wiping.
- Managed ITIL based ticketing systems (Servicenow, Salesforce, Remedy, etc.). Administered Atlassian Suite users.
- Troubleshot telecom issues (Voice mail, VoIP, set programming).
- Deliver excellent customer service and interdepartmental communication to resolve IT issues that directly impacts system efficiencies.
Solution Center Analyst
CarMax AutoSuperstore Inc.
01.2015 - Current
- Resolved or escalated problem tickets to resolve user issues.
- Efficiently resolved myriad of technical issues concerning software installation and network connectivity.
- Monitored systems in operation and quickly troubleshot errors.
- Tracked problematic system errors by implementing various user support tracking metrics.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Provided IT support to Field users in 24/7 uptime environment, often working double shifts to accommodate time zones.
Education
Bachelor of Science - Computer Science
Skills
- Proficient in Windows/Mac desktop support and troubleshooting hardware and software issues for Dell/HP laptops, iPhones, printers, Microsoft Office suite, VPN, Chrome, and anti-virus software
- Experienced in providing remote support via phone, email, chat, and in-person support in the office
- Skilled in ITIL-based ticketing systems, Atlassian Suite user administration, system hardening, laptop/desktop imaging, and DoD level drive wiping
- Knowledgeable in group policy, conference room systems troubleshooting (Teams/Zoom), Microsoft Intune mobile device management, and drive encryption technologies such as BitLocker
- Strong problem-solving and communication skills with clients and team members
Certification
- CompTIA A+ Certification, 2014
- CompTIA Network+ Certification, 2018
- Salesforce Certified Administrator
Timeline
IT EUC Senior Analyst - CarMax AutoSuperstores Inc.
11.2018 - Current
Solution Center Analyst II - CarMax AutoSuperstore Inc.
03.2017 - Current
Solution Center Analyst - CarMax AutoSuperstore Inc.
01.2015 - Current
Towson University - Bachelor of Science, Computer Science
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