OLUWATOBI MUREWA

[email protected] • +44 07823643879 • Doncaster

PROFESSIONAL SUMMARY

Experienced IT Support Professional with expertise in 1st and 2nd Line technical support and customer service across diverse sectors, including banking and IT. Demonstrated success in diagnosing and resolving complex technical issues, consistently achieving high customer satisfaction and meeting service level agreements (SLAs). Proficient in Active Directory, Azure AD, networking, Microsoft 365 applications, Power BI, and issue tracking tools such as Jira and ServiceNow. Eager to leverage technical expertise to drive innovation and enhance IT service delivery.

WORK EXPERIENCE

Service Desk Analyst

11/2024 - Present

Sopra Banking Software , Sheffield

• Resolved over 700 customer incidents and change requests annually using Alemba Service Manager and Jira, achieving a 95% SLA compliance rate and reducing average resolution time by 15%

• Led proactive communication efforts by providing timely updates and detailed progress reports to customers and internal stakeholders, improving customer satisfaction scores by 10%

• Monitored and escalated potential SLA breaches promptly, collaborating with cross-functional teams to ensure 100% adherence to service delivery standards

• Generated and delivered customized management and customer reports in alignment with Customer Service Manager agreements, enhancing transparency and decision-making using PBI.

Customer service advisor

06/2024 - 10/2024

Teleperformance UK

• Managed an average of 50+ inbound customer calls daily using Salesforce CRM, achieving a 95% first-call resolution rate

• Resolved customer complaints and inquiries professionally, including effectively de-escalating irate customers to maintain satisfaction scores above 90%

• Identified and promoted relevant products and services, contributing to a 12% increase in upsell revenue within the team

• Maintained strict adherence to call center processes and quality standards, ensuring 100% compliance with company policies and attendance requirements

Service Desk Analyst

05/2023 - 05/2024

AMS (Lloyds Banking Group) , Leeds

• Led 1st line IT support for over 150 business users daily, reducing incident escalation to 2nd line support by 20% through effective troubleshooting and resolution

• Utilized ServiceNow, Microsoft 365, Intune, and Azure AD to manage and resolve an average of 50+ tickets per day, maintaining a 95% SLA compliance rate

• Streamlined user account management processes, including password resets and application installations, improving task efficiency by 30%

• Collaborated with cross-functional IT teams to resolve complex issues, enhancing customer satisfaction scores by 15% through timely and accurate support

IT Administrative Officer

12/2016 - 01/2023

Crown Flour Mill , Ilorin, Kwara

• Delivered 1st and 2nd line IT support to 500+ onsite and remote users, reducing average ticket resolution time by 20% through efficient troubleshooting and use of ServiceNow

• Managed and maintained network infrastructure including firewalls, routers, switches, and storage systems, enhancing system uptime by 15%

• Administered Active Directory user accounts and permissions, streamlining onboarding processes and improving security compliance

• Assisted in deployment of new applications and services on Windows and O365 platforms, contributing to a 10% increase in operational efficiency

• Collaborated with vendors to resolve hardware and software compatibility issues, minimizing downtime and support costs

• Installed, configured, and tested laptops, desktops, and servers, ensuring 100% compliance with company IT standards

• Diagnosed and resolved hardware faults through systematic disassembly and testing, reducing hardware replacement costs by 12%

• Set up devices, operating systems, software, and network cabling for staff, improving new employee setup time by 25%

IT Support Engineer

07/2012 - 12/2016

Computer Warehouse Limited , Lagos

• Reporting to the IT Service Desk Manager, I deployed client-based banking & non-banking solutions within the provisions of the service level agreement (SLA) between the Computer Warehouse Limited and the First City Monument Bank(FCMB) in several branches within Lagos

• I supported a diverse range of users including the customer service center staff

EDUCATION

B.Ed.

University of Ibadan

SKILLS

Technical Skills: Active Directory, Intune, Mobile Device Management, Windows Autopilot, Identity and Access Management, Routing and Switching, Virtual LANs, Issue Tracking (Jira, ServiceNow)

Soft Skills: Problem Solving, Customer Service, Technical Support, Communication, Remote Support, Project Coordination

Tools: Microsoft Office, Power BI, Microsoft Certified Training, Azure AD

Other: Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Technology Specialist (MCTS), Microsoft Certified Professional (MCP)

CERTIFICATIONS

Splunk: A SIEM TOOL BOOTCAMP

10/2025

thinkcloudly

SOC BOOTCAMP

11/2025

thinkcloudly

Generative AI Mastermind

11/2025

Outskill