Oluwatosin Balogun

Oluwatosin Balogun

Application/IT Support Specialist

Driving efficiency, reliability, and digital transformation across enterprise environments.

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Introduction

Customer-focused IT Support and Service Professional with 3+ years of experience in delivering Tier 1/Tier 2/Tier 3 technical support, remote troubleshooting, and customer service excellence within fast-paced, SLA-driven environments. Demonstrated expertise in incident management, service request fulfillment, and first-call resolution (FCR), with a strong commitment to improving customer satisfaction (CSAT) and meeting key performance indicators (KPIs).

Proficient in using CRM and ITSM platforms, including Zendesk, Jira Service Management, HubSpot, and Hoducc. Experienced in remote support tools such as TeamViewer, AnyDesk, and Chrome Remote Desktop. Skilled in Microsoft Office 365 (O365) administration, Active Directory (user provisioning, access control, password resets), and basic networking concepts (TCP/IP, DNS, DHCP, VPN troubleshooting).

Award:Recognized as Best Female Staff of the Year (2024) for outstanding service delivery, operational efficiency, and consistent performance in high-volume support environments.

Education

Moshood Abiola Polytechnic

2018 – 2020

Higher National Diploma in Computer Science, CGPA 3.24

Moshood Abiola Polytechnic

2014 – 2016

Ordinary National Diploma in Computer Science

Skills and Expertise

1

Troubleshooting & Technical Support

Hardware, Software, Network

2

Ticketing & Monitoring Tools

Jira, Spicework, Helpdesk, Zendesk, Zoho, Hoducc

3

Application Deployment & Maintenance

4

Process Automation & Training

5

Remote Desktop Assistance/ Troubleshooting

TeamViewer, AnyDesk, Chrome Remote Desktop

6

Collaboration Tools

Teams, Zoom, Webex, Google Meet

7

Customer Service & Customer Experience (CX)

8

Endpoint Security

Sophos, Defender, Bilderfender

9

User & Application Support and Training

10

Active Directory & Access Control

11

Microsoft Office 365 Administration

12

Network Troubleshooting (TCP/IP, DNS, DHCP, VPN)

Work Experience

Information Technology / Application Support Officer

Feb 2023 – Present

Anchor Insurance Company Limited

  • Delivered first-line IT and application support to 200+ users, resolving 50+ incidents weekly across network, hardware, software, and enterprise systems, significantly reducing user downtime and improving staff productivity.
  • Administered Microsoft 365 and Google Workspace environments for 200+ accounts, managing user lifecycle, access control, MFA enforcement, and compliance to strengthen security posture.
  • Provided dedicated support for the organization’s insurance enterprise application, ensuring high system availability and uninterrupted business operations.
  • Monitored and enforced endpoint and laptop security compliance, reducing security exposure and maintaining organizational device standards.
  • Implemented cloud backup and recovery procedures, improving data availability and enhancing disaster recovery readiness.
  • Managed and tracked 150+ software licenses and IT assets, streamlining inventory processes and reducing administrative workload by 20 hours per quarter.
  • Delivered user training on Microsoft 365 and core business applications to 200+ staff, increasing tool adoption and improving digital workflow efficiency by 40%.
  • Collaborated with cross-functional teams to resolve application issues, optimize system usage, and improve overall IT service delivery.
  • Performed end-to-end IT operations in a non-segregated IT environment, covering helpdesk support, system administration, network troubleshooting, security monitoring, asset management, and user enablement.
  • Recognized as Best Female Staff of the Year (2024) for outstanding IT service delivery, process improvement, and user support excellence.

Auditor & Customer Support

May 2022 – Oct 2022

Applink Capitals (Remote)

  • Validated customer loan applications with 100% accuracy, ensuring regulatory compliance and eliminating processing errors across high-volume requests.
  • Improved loan disbursement efficiency by streamlining approval workflows, resolving discrepancies promptly, and reducing turnaround time for approvals.
  • Automated Excel-based performance and trend reports using formulas and data analysis, enabling leadership to track daily approval, rejection, and processing metrics for better decision-making.
  • Enhanced customer satisfaction by improving communication flow, accelerating issue resolution, and reducing response time for customer inquiries.

Projects Overview

Attendance System Modernization

Problem:

Attendance machine was faulty; HR couldn't generate reliable staff attendance records.

Action:

Requested replacement, supervised installation, configured cloud connectivity & database integration.

Result:

HR now downloads accurate attendance reports instantly; improved time management and record accuracy.

Underwriting Policy Adjustment

Problem:

Underwriting staff had to perform full reversals for minor errors, slowing down operations.

Action:

Analyzed workflow, coordinated with technical team/vendor, enabled policy adjustment functionality.

Result:

Reduced reversal cases drastically; improved efficiency and reduced processing time.

HR Digital Workflow Automation

Problem:

HR was using manual, paper-based processes for appraisal, succession, and staff confirmation.

Action:

Implemented digital modules for appraisal, succession planning, and confirmation of appointments.

Result:

Eliminated paperwork, improved transparency, enabled digital tracking of performance and confirmations.

E-Commerce Product Page

Description:

Developed a fully responsive product detail page as part of an e-commerce user interface. The implementation features a structured layout for displaying product information, high-quality images, pricing, and an interactive “Add to Cart” component.

Key Technical Highlights:

• Built with semantic HTML and modular CSS for maintainability.

• Integrated responsive design patterns optimized for mobile and desktop.

E-Commerce Website URL

Tech Stack:

HTML AND CSS.

Blogging Platform

Description:

Developed a functional blogging platform that enables users to create, edit, manage, and publish blog posts. The system incorporates interactive UI components built with HTML, CSS, and supports efficient data handling through an integrated database layer for storing and retrieving posts.

Key Technical Highlights:

• Designed and implemented a dynamic content editor with formatting capabilities.

• Built CRUD (Create, Read, Update, Delete) operations for blog posts.

• Applied modular and scalable front-end architecture using semantic HTML and component-based CSS

• Created an intuitive dashboard interface for managing posts and drafting new content.

Tech Stack:

HTML AND CSS.

Technical Writing Projects

2023-2024:

  • Created Manuals for each department on Company's Enterprise Solution software (IES)
  • Created User Manual for Anchor Travel and 3rd Party Platform
  • Microsoft 365 Documentation
  • Project of Uploading Archived Files to the Cloud using SharePoint (June 2024)

Certifications

Professional Certifications

Professional Certifications

Recommendations

"A reliable and knowledgeable support specialist who always puts the customer first."

– Joshua Olusanya, Underwriting officer Akure Branch

"Proactive, technically skilled, and an excellent communicator. An asset to any IT team."

– Oriowo Michael

Contact

Location:

Lagos, Nigeria

Phone:

+2348020383758
 +2349152370685

Email:

balogunraodat007@gmail.com
LinkedIn:

Visit Profile

Twitter:

@tosin4real007