GBENGA MICHAEL ALABI

Maintained a consistent 100% adherence rate to core Service Level Agreements (SLAs), significantly exceeding the 90% organizational benchmark for service delivery.

Delivered comprehensive 1st and 2nd level technical support to over 1,000 internal users, ensuring seamless operations and high satisfaction across diverse technical challenges.

Resolved critical hardware, application, and network connectivity incidents efficiently using dedicated management tools, minimizing downtime and restoring service promptly.

Diagnosed and resolved first-level incidents, implementing structured weekly and monthly audits of ticketing repositories to ensure 100% asset registry compliance.

Managed high-volume support backlogs within a 24/7 carrier environment, providing root-cause troubleshooting for Windows, macOS, and Linux desktop assets.

Identified and resolved operational blockages in ticket queues, developing and implementing updated Service Desk SOPs aligned with ITIL v4 frameworks to improve service efficiency.

Served as the primary operational interface for enterprise clients, enhancing user satisfaction by delivering real-time status telemetry and secure remote desktop support.

Utilized deep technical expertise in IP networking, Ethernet protocols, and corporate VPN architectures to conduct first-line diagnostics and resolve critical network infrastructure issues.