Damilare Idowu, Technical Support Analyst

Fidelity Bank Plc.

Mar 2022 – Present

Lagos, Nigeria

IT Service Desk and Monitoring Analyst

Responded to incoming IT service requests via phone, email, and ticketing system, ensuring prompt and effective resolution. • Diagnosed and resolved technical issues related to hardware, software, network connectivity, and application functionality. • Escalated complex issues to higher-level support teams while maintaining ownership of incidents. • Collaborated with cross-functional teams to facilitate the timely resolution of critical incidents and outages. • Monitored network infrastructure, servers, and applications using monitoring tools such as (Dynatrace, Manage Engine Application Manager DTEdge, SolarWinds, Pingdom), ensuring proactive identification and resolution of potential issues. • Developed and maintained monitoring dashboards, providing real-time insights into IT service metrics to support decision-making processes and meet service level agreements (SLAs). • Conducted regular analysis of service performance data, identifying trends and patterns, and made data-driven recommendations to enhance system efficiency and optimize resource utilization. • Collaborated with cross-functional teams, including IT support, infrastructure, and development, to address service-related incidents and facilitate effective root cause analysis.

Damilare Idowu

Technical Support Analyst

Skills

Languages