Temitope Oluwole

I am an experienced IT professional with expertise in IT Infrastructure, IT Support, Technical Support, Customer Support, Implementation Management, and IS Project Management. My experience spans providing L1, L2, and L3 support, managing enterprise infrastructure, leading technology implementations, and coordinating complex IT projects from planning through successful delivery.

I have worked closely with customers, vendors, and cross-functional teams to resolve technical issues, improve service delivery, and implement business-critical technology solutions. My background includes infrastructure management, datacenter buildouts, ERP deployments, multi-country IT operations, and cybersecurity implementation projects. I am experienced in using Jira, Trello, Zoho, Zendesk, Freshdesk, and Slack to manage projects, streamline support operations, facilitate collaboration, and deliver exceptional customer service.

I am passionate about solving complex technical challenges, optimising IT operations, and implementing reliable, scalable technology solutions that drive business value. I thrive in collaborative environments, building strong relationships with customers, stakeholders, and project teams while maintaining a customer-first approach and a commitment to continuous improvement.

Senior IT Support & Operations Specialist at Pulse Africa (Ringier AG) (2016-02 – 2025-07)

• Provided remote technical support for 350+ users across Nigeria, Ghana, Kenya, and Senegal within hybrid work environments, serving as the primary point of contact for all IT incidents.
• Managed an average of 8–12 daily tickets involving Microsoft 365 account access, Outlook synchronisation failures, MFA enrollment, VPN connectivity, endpoint troubleshooting, and Windows escalations.
• Administered User Provisioning and Identity & Access Management tasks including Active Directory account creation, Microsoft 365 licensing, permission updates, and MFA configuration.
• Supported HR and Finance teams with PaySpace payroll system troubleshooting, user onboarding/offboarding, password resets, and access management throughout the employee lifecycle.
• Delivered Level 2 and Level 3 escalation handling for complex incidents while maintaining SLA compliance, accurate incident documentation, and clear stakeholder communication.
• Configured and deployed devices, applications, and permissions during employee onboarding and offboarding cycles, ensuring endpoint readiness and security compliance.
• Operated endpoint security tools — CrowdStrike and Check Point — to investigate and remediate user-impacting security alerts and access issues in real time.
• Maintained and enhanced the internal Knowledge Base with standardised troubleshooting guides, reducing repeat incidents and improving support consistency across regions.
• Collaborated with infrastructure, HR, operations, and external vendors to resolve user-impacting technical incidents across distributed multi-country teams.

IT Support & Infrastructure Specialist at The Luxxor Group (2013-04 – 2015-06)

• Delivered end-user support and desktop services for business users across Windows-based enterprise environments, resolving daily incidents involving email, VPN, software, printers, and Office 365.
• Supported ERP and business application users with troubleshooting, user access requests, incident escalation, and system issue coordination with senior engineering teams.
• Configured and deployed desktops, laptops, operating systems, and Microsoft Office applications for new and existing employees across multiple departments.
• Assisted with device management, software patching, hardware diagnostics, and endpoint troubleshooting across office environments.
• Maintained IT operational records, troubleshooting logs, and support documentation to improve resolution accuracy and issue-tracking consistency.
• Collaborated with vendors and internal teams to resolve infrastructure incidents and ensure uninterrupted user productivity.

Technical Support Engineer / Help Desk Analyst at Synercom Group (2007-12 – 2009-11)

• Delivered help desk support and remote troubleshooting for enterprise customers within high-volume, ticket-driven support environments.
• Managed daily ticket queues covering Windows support, software installation, password resets, printer support, endpoint troubleshooting, and network connectivity issues.
• Resolved incidents involving Microsoft Office, Outlook configuration, antivirus systems, VPN connectivity, and remote desktop support.
• Assisted users with provisioning, MFA-related access issues, account troubleshooting, and remote access requests while maintaining professional end-user communication.
• Supported enterprise endpoint security using Trend Micro solutions and assisted with user-related security incidents and access recovery.
• Escalated unresolved incidents to senior engineers while maintaining accurate ticket updates, communication logs, and incident records.

Bachelor of Science (B.Sc.) in Applied Information Technology – Sikkim Manipal University