Open to opportunities

Tunde Abdulhamid Shittu

@tundeabdulhamidshitt

Message

I’m a customer-focused IT operations and L2/L3 support specialist improving uptime, security, and incident resolution.

Nigeria

Message

What I'm looking for

I’m looking to support secure, high-availability cloud and on-premise environments—owning L2/L3 incidents, improving service reliability, and strengthening governance and cybersecurity. I thrive where clear communication, strong SLAs, and continuous process improvement matter.

I’m a customer-focused IT Operations and Technical Support professional supporting secure, high-availability cloud and on-premise environments. I handle L2/L3 escalations, user access, incident resolution, and IT documentation while keeping service reliability and customer satisfaction at the center of my work.

In my recent roles, I’ve administered enterprise cloud infrastructure with 99.9% uptime, strengthened cybersecurity through system hardening and monitoring, and implemented IT governance policies (including Acceptable Use Policies and access controls). I also support SaaS platforms and website systems, drive process improvement with a knowledge base, and aim for strong outcomes—like achieving 95%+ ticket resolution—while communicating solutions clearly to technical and non-technical users.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Skillspan Limited

Jan 2025 - Present (1 year 5 months)

Provided multi-channel technical customer support via chat, email, and remote troubleshooting to resolve software, access, cloud platform, and system issues. Maintained accurate ticket records, escalated complex cases, and supported service monitoring to help maintain reliable operations.

L2 L3 Support Remote Support SaaS Support Ticketing Systems Access Management Incident resolution System Monitoring

IT Support Specialist

Sim-Plement Business Training Ltd

Feb 2024 - Dec 2024 (10 months)

Administered enterprise cloud infrastructure to help ensure 99.9% uptime and system reliability. Implemented IT governance and access controls, managed identity and data protection protocols, and supported websites and digital platforms while strengthening cybersecurity through hardening and monitoring.

Cloud Infrastructure IT Governance Access Control Identity Management Data Protection System Hardening Monitoring

Technical Support Lead (L2/L3)

Jws Consult & IT Solutions

Oct 2021 - Dec 2023 (2 years 2 months)

Managed escalated L2/L3 support cases across cloud platforms, software systems, and digital services, coordinating omni-channel support via email, chat, phone, and tickets. Built support documentation and knowledge base resources while tracking issues and collaborating with technical teams to drive timely resolutions.

L2 L3 Technical Support Cloud Platforms Omni Channel Support Troubleshooting Technical Documentation SLA Management

IT Support Analyst

Jws Consult & IT Solutions

Sep 2020 - Sep 2021 (1 year)

Delivered end-user support for software, cloud systems, and collaboration tools using chat, email, and remote troubleshooting. Logged and tracked incidents, assisted with account-related and system navigation issues, and escalated unresolved cases to senior support teams with accurate documentation.

end user support Remote Support Cloud Support Account Support Collaborative Tooling Escalation Management

Customer Technical Support

Jws Consult & IT Solutions

Oct 2019 - Sep 2020 (11 months)

Provided multi-channel customer support (phone, email, chat, and ticketing) and resolved technical inquiries to meet service-level expectations. Documented cases, managed tickets, and guided users through troubleshooting, account updates, and system usage.

Customer Support Technical Troubleshooting Ticket Management Account Updates Remote Guidance