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MeritFemi User

@meritfemiuser

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Results-oriented IT professional with 8 years of experience.

United Kingdom

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What I'm looking for

I am looking for a role that offers opportunities for growth, a collaborative team environment, and the chance to work on innovative IT projects.

I am a results-oriented IT professional with over eight years of experience in leading technology initiatives and managing IT infrastructure. My expertise lies in providing remote IT support, diagnosing and resolving system access issues, and optimizing IT processes to enhance business productivity and security. I have a proven track record of collaborating with Major Incident teams to address high-priority incidents while consistently exceeding SLA targets.

Throughout my career, I have successfully managed the deployment and integration of various SaaS applications, including Salesforce, Google Workspace, and Jira/Confluence. My strong leadership and strategic planning skills have enabled me to build high-performance teams and implement innovative solutions that drive digital transformation. I am passionate about maintaining technical documentation and troubleshooting guides to assist end users effectively.

Experience

Work history, roles, and key accomplishments

Current

Senior SaaS Support Specialist

Current

Not Specified

Jul 2024 - Present (11 months)

Results-oriented IT professional with extensive experience in providing remote IT support, managing SaaS applications, and collaborating with engineering teams to enhance business processes. Skilled in diagnosing and resolving system access issues and driving digital transformation initiatives.

SaaS Salesforce Google Workspace Jira Incident Management Technical Documentation IT Support Digital Transformation System Integration Performance Optimization

Senior Service Desk Analyst

Capita

Aug 2023 - Mar 2024 (7 months)

Provided remote support to high-profile clients, monitored server alerts, and maintained system reliability through regular backups and updates. Developed strong client relationships to ensure high-quality support.

Backup Client Relationship Management ITIL Technical Support Windows Server Networking VoIP

Senior IT Technician

Coventry University

Aug 2023 - Oct 2023 (2 months)

Developed an efficient IT support strategy to meet SLA targets and implemented an internal helpdesk system that significantly improved response times and support efficiency.

SLA Management ServiceNow Customer Satisfaction Team Leadership Technical Documentation ITIL Mentoring

IT Support Engineer

NFU Mutual

Aug 2021 - Jan 2022 (5 months)

Assisted in the deployment and configuration of network hardware and software, providing technical support to a large user base and improving troubleshooting efficiency.

Technical Support Cisco ITIL Troubleshooting User Support Email Support Microsoft Teams

Service Desk Analyst

Pertemps

Jun 2018 - Mar 2020 (1 year 9 months)

Engaged with customers to resolve technical issues and implemented a ticketing system that enhanced support efficiency and reduced response times.

Customer Engagement Ticketing Systems Technical Troubleshooting Citrix Azure MySQL Power BI

Junior IT Engineer

Olleco Midlands

Aug 2016 - Jun 2018 (1 year 10 months)

Provided technical support to users, resolving a variety of issues and contributing to network security and integrity through collaboration with senior engineers.

Technical Support Active Directory Citrix Wireshark User Support Collaboration Network Security

Education

Degrees, certifications, and relevant coursework

Coventry University

Bachelor, Computer Networking and Communications Technology

2011 - 2015

Graduated with a Bachelor in Computer Networking and Communications Technology. The program focused on the principles of networking, communication technologies, and practical applications in IT support.