Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Timi Sorunke

Glen Burnie

Summary

Service desk agent with several years of inside and field experience analyzing and solving challenging it issues. Relentless troubleshooter with persistence and customer service orientation to leave no service problem unsolved. Ambitious go-to person thriving under pressure and empathize with and support stressed-out clients.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Service Desk Analyst

Oakview Capital
02.2022 - Current
  • Serve as first point of contact for technical issues across the enterprise, supporting over 400 users and maintaining a 97% SLA adherence rate via ServiceNow.
  • Provision/deprovision users in Active Directory and Azure AD; manage mailbox setups in Exchange Online.
  • Administer remote support using SCCM and TeamViewer for device configuration, patching, and software deployment.
  • Lead knowledge base development, authoring 40+ step-by-step guides to reduce call volume and first-time resolution errors.
  • Partner with security and compliance teams to enforce data security policies in line with HIPAA and SOX controls.

Technical Support Specialist (Tier 2)

Excel Solutions
08.2020 - 01.2022
  • Handled escalated technical support requests for desktops, network issues, VPN, and mobile device management (MDM).
  • Utilized PowerShell scripts to resolve permission issues, automate account audits, and support Microsoft 365 services.
  • Collaborated closely with sysadmins and network teams to resolve escalations across Office 365, Exchange, and Intune platforms.
  • Reduced resolution times by 30% through process automation and standardized troubleshooting protocols.
  • Documented all activities in Jira and Confluence for audit readiness and internal training purposes.

Technical Support Analyst (Tier 1)

Cohnreznick LLP
01.2018 - 07.2020
  • Provided Level 1 support across multiple channels (phone, chat, email), resolving 60+ daily incidents involving login issues, printer setup, VPN, and Office 365.
  • Maintained high first-contact resolution rate (89%) through effective root cause analysis and clear end-user communication.
  • Managed account unlocks, MFA resets, and GPO support in a secure AD/Group Policy environment.
  • Supported new hire technology onboarding and conducted one-on-one orientation for basic IT tools and services.
  • Logged all ticket interactions with precision to ensure audit trail and team continuity.

IT Support Technician

GoDocs LLC
06.2015 - 12.2017
  • Provided onsite and remote technical support for ~250 end-users in a Windows-based domain environment.
  • Installed, configured, and troubleshooted desktops, laptops, VOIP phones, network printers, and shared drives.
  • Supported IT procurement by tracking inventory, software licensing, and hardware lifecycle management.
  • Worked with network administrators on resolving DNS/DHCP issues and improving wireless connectivity across campus.
  • Developed IT training sessions and onboarding checklists, helping new employees get productive faster.

Customer Care Support Specialist

Randstad
01.2013 - 05.2015
  • Delivered standard customer support across voice, chat, and email for subscription, billing, and technical inquiries.
  • Achieved a consistent CSAT score of 92%+ across multiple reporting periods through empathy and rapid resolution.
  • Used Salesforce CRM and Freshdesk to manage support tickets, track case history, and initiate follow-ups.
  • Reduced escalation rates by 25% by implementing an agent-side knowledge panel for real-time assistance.
  • Contributed to agent onboarding programs by helping create call scripts and customer service guidelines.

Education

MBA - IT Security Management

Strayer University
Washington, D.C
01-2019

Bachelor of Science - Computer Information Systems

Bowen University
Iwo, Nigeria
01-2010

Skills

  • IT Helpdesk Support (Tier 1 & 2)
  • Service Desk Operations & Escalation Management
  • Active Directory, Azure AD, Group Policy
  • Microsoft 365 Admin, Exchange Online, Intune
  • Ticketing Systems: ServiceNow, Jira, Zendesk
  • Remote Support: RDP, SCCM, TeamViewer
  • VPN, DHCP, TCP/IP Troubleshooting
  • SLA Compliance ITIL Best Practices
  • Knowledge Base & SOP Documentation
  • CRM Systems: Salesforce, Zoho
  • Cross-Functional Collaboration User Training
  • HIPAA, PCI-DSS, SOX Support Compliance
  • Operating Systems: Windows 10/11, macOS, Linux (Ubuntu)
  • Support Tools: ServiceNow, Jira, Zendesk, Confluence, SCCM, RDP

Certification

· CompTIA A+ (Active)

· Microsoft 365 Fundamentals (MS-900)

· ITIL® Foundation Certificate in IT Service Management

· Google IT Support Professional Certificate – Coursera

References

Available upon request.

Timeline

Service Desk Analyst

Oakview Capital
02.2022 - Current

Technical Support Specialist (Tier 2)

Excel Solutions
08.2020 - 01.2022

Technical Support Analyst (Tier 1)

Cohnreznick LLP
01.2018 - 07.2020

IT Support Technician

GoDocs LLC
06.2015 - 12.2017

Customer Care Support Specialist

Randstad
01.2013 - 05.2015

MBA - IT Security Management

Strayer University

Bachelor of Science - Computer Information Systems

Bowen University

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Timi Sorunke