Experience

10+ years in IT support

A decade on the front line of technical support taught me how people actually experience systems — where they get stuck, what they tolerate, and what quietly erodes their trust in a tool. That vantage point now shapes how I think about interface and interaction design.

2026–Present
(Volunteer) NSS Clinical Audit Steering Committee Member
HSE PPP Ireland | Ireland IE
  • Ensure clinical audits remain relevant to patient experience and digital health outcomes, aligning recommendations with clinical quality standards.
  • Highlight patient-prioritised issues and support openness and transparency regarding audit findings.
  • Help ensure recommendations arising from audits are appropriately addressed and tracked to completion.
2024-2025
Help Desk Technician
Victoria Hospital, Statesboro, GA, USA | Remote
  • Performed network troubleshooting (connectivity and endpoint diagnostics) to resolve user connectivity issues, minimising disruption to hospital operations.
  • Provided technical support for MS Office applications and Microsoft 365 user issues (including Teams), escalating complex mail and collaboration problems when required.
  • Responded to user requests via ticketing workflows, documenting incident steps and updates to maintain clear audit trails.
  • Delivered contact-centre and remote help desk support, resolving incidents efficiently and maintaining customer satisfaction.
  • Maintained an average call and resolution time under 30 minutes for incoming incidents, aligning with service-level expectations.
  • Maintained discretion when handling sensitive clinical and operational information during incident resolution.
2024-2025
IT Support Technician
University of Ibadan (Consulting)
  • Delivered first- and second-line IT support and hardware management in on-site, hybrid and remote working environments, resolving a broad range of technical incidents and service requests.
  • Administered and supported Windows workstations, Microsoft 365 applications, user accounts, endpoint devices and business-critical software.
  • Used Jira Service Management to manage incidents, service requests, priorities, escalations and SLA targets while maintaining accurate ticket documentation.
  • Supported Active Directory and/or Entra ID user administration, including account creation, password resets, access changes, group membership and user offboarding.
  • Provided remote technical support using remote-access tools, diagnosing and resolving user issues efficiently while maintaining a positive end-user experience.
  • Troubleshot network and connectivity problems involving TCP/IP, DNS, DHCP, Wi-Fi, VPN, printers and other network-dependent services.
  • Managed hardware provisioning and deployment, including laptops, desktops, monitors, mobile devices, printers and peripherals for new and existing employees.
  • Supported employee onboarding and offboarding by preparing equipment, configuring accounts and applications, provisioning appropriate access and recovering IT assets.
  • Applied cybersecurity and endpoint-security practices, supporting MFA, antivirus/endpoint protection, security updates, access controls and user awareness in line with organisational policies.
  • Analysed recurring technical issues, maintained knowledge-base articles and technical documentation, and collaborated with internal IT teams and third-party vendors to improve service reliability and user satisfaction.
2014-2020
IT Support Technician
Nairabet
  • Provided first-line IT support to users, diagnosing and resolving hardware, software, operating system, POS, printing and connectivity issues.
  • Installed, configured and maintained EPOS, MS365, desktop computers, laptops, printers, monitors, peripherals and other IT equipment.
  • Supported Windows-based workstations, including operating system configuration, software installation, updates, user profiles and troubleshooting.
  • Logged, prioritised and tracked incidents and service requests using Jira Service Management, ensuring accurate records and timely resolution.
  • Assisted users with Microsoft Office applications, email, Outlook, Teams and other business-critical applications.
  • Created and maintained user accounts, performed password resets and supported access and permission requests in accordance with organisational procedures.
  • Troubleshot basic LAN, Wi-Fi, internet, DNS, DHCP and connectivity issues, escalating complex network problems when required.
  • Provided remote and telephone technical assistance, guiding users through troubleshooting procedures and resolving issues without requiring an on-site visit where possible.
  • Supported the deployment, configuration and replacement of IT equipment, ensuring devices were prepared and available for users.
  • Maintained technical documentation, recorded trouble

Core skills

Technical supportTechnical supportSystems troubleshootingSystems troubleshootingUser trainingUser trainingDocumentationDocumentationITSM & ticketingITSM & ticketingCross-functional communicationCross-functional communication