Omolade Ade
@omoladeade
IT Support Specialist providing end-user troubleshooting, Azure support, and secure service operations.
United KingdomWhat I'm looking for
I’m an IT Support Specialist with over 12 years of expertise in hardware and software support, system analysis, and customer service. I focus on diagnosing and resolving technical issues quickly while maintaining detailed records to protect service quality and customer satisfaction.
In my current role as a Remote IT Service Centre Analyst, I manage over 1,000-user accounts in Active Directory and document troubleshooting and resolutions on ServiceNow CRM. I monitor SOPHOS endpoint signals for system protection, support LAN/WAN and connectivity issues, and achieve a 95% success rate in software deployment by managing patching and installations.
Earlier, I delivered senior remote IT support across Microsoft 365, Azure services, Windows Server, Windows 10/11, and macOS—improving resolution performance, reducing system downtime, and cutting average resolution time. Before that, as a Senior System Analyst and Senior Desktop Support Analyst, I improved first-call resolution, implemented automated inventory management, optimized uptime, and supported both tier 2/tier 3 problem resolution through proactive maintenance and secure configuration.
Experience
Work history, roles, and key accomplishments
Remote IT Service Centre Analyst
Kent Community Health NHS Foundation
Sep 2024 - Present (1 year 10 months)
Manage over 1,000-user accounts in Active Directory and resolve software, hardware, and systems issues using ServiceNow CRM. Monitor Sophos endpoint protection, apply patches and installations, and troubleshoot LAN/WAN and connectivity problems.
Integrated Service Call Handler
South East Coast Ambulance Service
Sep 2023 - Sep 2024 (1 year)
Managed and triaged support cases while maintaining accurate documentation. Provided instructions based on triage outcomes and communicated effectively in high-stress situations.
Senior Remote IT Support
Good Hope Children School
Jan 2023 - Sep 2024 (1 year 8 months)
Provided remote L1/L2 support for Microsoft 365, Azure services, Windows Server, Windows 10/11, and macOS, resolving 95% of issues within 24 hours. Installed and configured computer systems and software, managed help desk tickets, and documented support activities to reduce downtime.
Senior System Analyst
Dagbs Nigeria Ltd
Sep 2012 - Dec 2022 (10 years 3 months)
Improved help desk first call resolution by implementing a knowledge base and training support staff. Delivered inventory management and process re-engineering initiatives, supported Windows 7 to Windows 8/10 migration planning, and performed systems testing to detect inefficiencies and vulnerabilities.
Senior Desktop Support Analyst
Seedvest Limited
Sep 2011 - Sep 2012 (1 year)
Supported a 170-user LAN with 12 servers by performing proactive maintenance, timely upgrades, and user account administration to improve uptime. Provided tier 2 and tier 3 support, managed in-house hardware repairs, and identified and decommissioned unused hardware to reduce operational costs.
Education
Degrees, certifications, and relevant coursework
Madonna University
Bachelor of Engineering, Electrical/Electronics Engineering
Earned a Bachelor of Engineering in Electrical/Electronics Engineering at Madonna University.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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