Sunday Ayobami Ojo

-Provide Tier-1 and Tier-2 support for a user base of 1,200+ employees across three offices, resolving ~45-60 tickets per day and achieving a first-contact resolution rate of 72%.
-Utilize ServiceNow to log, categorize and close over 12,000 incident tickets in the past 12 months, meeting or exceeding SLA targets 95% of the time.
-Spearhead rollout of Microsoft 365 updates and migrations for 300+ users; reduced post-migration support calls by 30%.
-Configure and support over 500 desktops, laptops and mobile devices; performed hardware replacement, imaging and upgrades with < 1 % failure rate.
-Develop and maintain end-user support documentation and FAQ knowledge-base, increasing self-service usage by 18%.
-Deliver remote support using TeamViewer and AnyDesk; supported VPN and connectivity issues for 40+ remote users daily.
Collaborate with the network team to identify recurring printer and network drop issues, reducing repeat incidents by 25%.