ODUSANYA IBUKUN ADEWALE

Results-Oriented IT Support Specialist & Aspiring DevOps Engineer

Lagos, NG.

About

Highly motivated and detail-oriented IT Support Specialist with over 3 years of progressive experience in managing helpdesk operations, providing comprehensive technical and customer support, and optimizing IT systems. Proven ability to troubleshoot complex issues, author critical documentation, and enhance user satisfaction across diverse platforms including Microsoft 365 and ERP solutions. Actively expanding expertise in cloud computing and DevOps methodologies, poised to leverage a strong foundation in IT support for advanced roles.

Work

TEK-EXPERTS

|

IT Support Specialist - Microsoft 365 & Retail Systems

→

Summary

Offers IT support services

Highlights

Delivered high-volume, real-time technical support via chat, email, and phone for Microsoft 365 and custom ERP solutions, ensuring seamless client operations.

Diagnosed and resolved recurring product issues, escalating complex cases to engineering teams for advanced resolution and minimizing downtime.

Authored comprehensive FAQs and collaborated with internal teams to develop training materials, significantly improving junior agent proficiency and support efficiency.

Maintained meticulous support records, contributed to help center content, and facilitated product onboarding, enhancing client adoption and satisfaction.

D-TRUSTEDPROS GLOBAL SOLUTIONS LTD

|

IT and Customer Support Analyst

→

Summary

Customer solutions provider

Highlights

Managed and resolved CRM-based customer queries, providing essential product walkthroughs and onboarding support to improve user adoption.

Contributed to the development of internal Standard Operating Procedures (SOPs) and technical documentation to streamline resolution of recurring issues.

Executed precise data entry for backend configurations and new account setups, ensuring system integrity and operational readiness.

MINISTRY OF EDUCATION, ETI-OSA

|

IT Support and Administrative Officer (NYSC)

→

Summary

Public sector ministry providing educational services

Highlights

Provided essential internal IT support, managing system configurations and securing account access for public officers.

Maintained meticulous communication logs, performed critical system updates, and generated comprehensive usage reports to inform decision-making.

Education

Osun State University

→
Bachelor of Science (BSc) Science

Languages

English

Native

Skills

Cloud Platforms & DevOps Fundamentals

AWS, EC2, S3, IAM, Docker, CI/CD Pipelines, Infrastructure as Code (IaC).

IT Support & Helpdesk

Helpdesk Management, Technical Support, Customer Support, Troubleshooting, User Onboarding, Service Desk.

Systems & Software

Microsoft 365, ERP Systems, CRM, Linux, Gmail, System Updates, Account Management.

Networking & Scripting

Bash Scripting, Git, Basic Networking Concepts, Nginx, Apache.

Documentation & Communication

Documentation Authoring, SOP Development, FAQ Creation, Technical Writing, Communication Logs, User Training.

Web Technologies

HTML, CSS.

Projects

Cloud Computing Training - AltSchool Africa

→

Summary

Engaged in an intensive self-directed training program focused on cloud engineering and computing skills.