Folahanmi O.

Key Skills

Software

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Top Subject Matter

IT

Graphics Design

UI/UX

Data analysis

Data entry

Top Data Types

Image

Text

Top Task Types

Action Recognition

Object Detection

Emotion Recognition

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Freelancer Overview

PROFILE SUMMARY I am a results-driven IT professional with a strong track record of delivering high-quality technical support and streamlining IT operations. With expertise in troubleshooting complex technical challenges, network management, and system maintenance, I ensure the delivery of secure, efficient, and reliable IT systems. My ability to maintain secure environments while providing exceptional customer service allows me to effectively support end-users and contribute to operational excellence. Skilled at working collaboratively with cross-functional teams, I am adept at translating technical concepts into clear insights that align with business objectives. I am also highly adaptable to evolving technology landscapes, consistently implementing solutions that optimize performance, reduce downtime, and enhance overall functionality. My focus on delivering tangible, high-impact results ensures seamless and secure IT operations that support long-term business success. CORE COMPETENCIES • Technical Troubleshooting & Resolution • Incident & Request Tracking Asset Management • Service Desk Operations • IT Operations Management • Customer Service Excellence • Security Tool Administration • Stakeholder Engagement • User Account Management • ITIL Framework Familiarity • Hardware/Software Configuration EXPERIENCE Operational Support Team Officer Valuation Office Agency(VOA) – Jun 2025 to Present Creates case files within a digital filing system and accurately compile case documents. Audit and close cases in line with written processes. Maintained and updated various databases and spreadsheets. Support internal and external customers and clients to access VOA services. Send and receive written and verbal communication. Worked as part of a team to meet changing targets and priorities. Supported managers to improve work processes. Virgin Money Customer Advisor – January 2025 – May 2025 Warmly welcome customers, assist them in using digital services, and educate them on the benefits of digital banking. Address and resolve customer queries related to their banking needs, ensuring a satisfactory experience. Understand customer needs through meaningful conversations and recommend appropriate products and services. Work closely with colleagues across branches and the Digital Experience Centre to ensure customers receive expert advice promptly. Act as a Virgin Money ambassador by participating in branch events and local community initiatives. His Presence Newcastle Technical Support -March 2022 – Present Configured a Wireless and LAN connectivity within the office area Networked computer and mobile device for smoother and faster interaction Installed and configured computer hardware and software. Managed hardware purchases and upgrades. Conducted training sessions for team members. Documented security procedures and best practices. Spearheaded the deployment of a new ticketing system, reducing response times by 20%. Implemented proactive maintenance strategies, decreasing system downtime by 15%. Led training sessions on cybersecurity awareness, enhancing team preparedness for threats. Introduced automated software updates, improving system security and performance. Conducted training sessions for team members on new hardware and software systems. Initiated and led meetings to improve technical support team efficiency. Documented security procedures and best practices for internal use. Recommended and facilitated the acquisition of standard audio-visual equipment. DAWN Commission Senior Associate (IT Support / Digital Designer)– February 2014 – April 2022 Provided IT systems support and response services. Resolved 95% of IT support requests within SLA, ensuring uninterrupted business operations. Collaborated with stakeholders to develop and implement IT policies and procedures. Implemented security protocols that led to a 25% reduction in cybersecurity incidents. Conducted client meetings to understand technical needs. Led a team of designers in revamping the organization's website, resulting in a 30% increase in user engagement. Led design projects and supervised team members. Developed document templates and style guides. Analyse technical needs and provide quality report on acquisition base on needs and financial strength Optimum Rezolutions Printing and Branding Limited (Fresh Magazine) July 2013 - Jan 2014 Operations/Digital Creative Associate Established operational standards for design processes. Managed print production and ensured quality control. Streamlined print production processes, reducing turnaround time by 20%. Implemented quality control measures, resulting in a 15% increase in customer satisfaction. Developed a customer feedback system, leading to more effective communication and improved service delivery. New Horizons Computer Learning Centre IT Support (Internship) – February. 2011 – June. 2011 Maintained systems for optimal learning conditions. Analyzed inspection results to inform decisions. Assisted in the implementation of a new learning management system, improving student engagement and satisfaction. Conducted user training sessions, empowering students to effectively utilize IT resources. EDUCATION • B.Sc. Computer Science CERTIFICATIONS/TRAININGS • AWS Certified Associate Pathway - SysOps Administrator Program • Google IT Support Professional Certificate • Data Analysis with Power BI Desktop • CompTIA A+, VB.NET, Oracle SQL, Linux • Microsoft Azure

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