Technical Support Service Desk

TAIWO ADEYEMI

**********@*****.*** 281-***-**** Katy, TX 77449

Summary

I am a detail-oriented professional who is passionate, about technical support and cybersecurity. I am currently seeking position as a Technical Support. My goal is to utilize my problem-solving skills to safeguard organizational systems and data ensuring their protection and integrity. I am enthusiastic about learning and growing in and challenging environment with the aim of making an impact, on organizational security.

Certifications

Certified in Cybersecurity (CC) ISC2

CompTIA Security+

CompTIA A+

CompTIA Server+

Linux Essential

MTA (Security, Networking, Server)

Technical Skills

Service Desk: Troubleshooting via phone and deskside, ticket resolution, customer support.

Ticketing System: ServiceNow, One-Console, PIER

Tracking Tools: Jira, Confluence, Salesforce, Zendesk, Kronos, Slack.

IMAC support (install, move, add, and change)

Offboarding: Managing user account terminations, access revocation.

Workstations: Configuration, maintenance, user support.

Collaboration: Effective communication, knowledge sharing, coordination.

Single Sign on (SSO): Configuration, Deployment and installation of Imprivata client

Operating systems: Windows, Linux, macOS - security features, configuration, maintenance.

Network protocols and security mechanisms: firewalls, IDS/IPS, VPNs, WAFs.

Scripting languages: PowerShell, Command lines, Bash - automation for security tasks.

Cloud computing security: AWS, Azure, Google Cloud - principles, best practices.

Virtualization/containerization security: hypervisors, VPCs - best practices.

Encryption and cryptographic protocols: securing data and communications.

Firewall and router configuration: network security management.

Regulatory and compliance: PCI DSS, HIPAA understanding.

Experience

Scarborough Health Network Toronto, Canada

Service Desk Analyst (Remote)

11/2022 – 8/2023

Overseeing the effectiveness of Service Desk knowledge and skills by ensuring that consistency and quality is maintained and that service targets are met.

Supported EPIC EHR system, on different modules (Applications).

Perform configuration, imaging and staging services on laptops and desktop computers.

Printing services management with GPO.

Sharepoints user administrative support.

Azure – user license and authentication support.

Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.

Manage service incidents requiring escalation and / or on - site intervention.

Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

T-Mobile Frisco, TX

Service Desk Specialist

03/2020 - 10/2022

Documented solutions and troubleshooting steps concisely in the ticketing system and shared new service solutions with team members.

Provided tier 1 and tier 2 IT support, including database maintenance and troubleshooting.

Provided active directory infrastructure support, including user and computer management, password resets, and permissions.

Trained and mentored new service desk personnel and managed IT onboarding process.

Maintained composure and offered positive customer support, utilizing de-escalation techniques.

Managed service incidents requiring escalation

Technical Support (EPIC EMR)

02/2017 - 04/2019

United Regional Hospital Wichita Falls, TX

Hoag Hospital Newport Beach

Newport Beach, CA

Atlantic Health System Morristown,

NJ

Greenville Memorial Hospital

Greenville, SC

Thomas Jefferson University Hospital Philadelphia, PA

Vanderbilt University Hospital Medical Center Nashville, TN

Assisted with Epic ERP template customization, order set, and preference list setup.

Deployed and configured local and wide area networks, collaborating on network infrastructure deployment.

Researched and resolved issues with computer systems and databases, providing Tier 1 IT support.

Troubleshot hardware issues and facilitated repairs and post-installation support for end users.

Gathered user requirements and preferences for application changes, incorporating feedback into patching schedules.

Provided go-live support during critical activation period to ensure a smooth implementation.

Conducted end-user training sessions to minimize errors and enhance data protection.

Troubleshot system malfunctions and identified root causes for effective resolution.

Provided support to staff in navigating the hyperspace system for proper and timely documentation.

Formulated and designed computer systems using data modeling, information engineering, and structured analysis.

Coordinated the installation of updated computer programs and systems.

EDUCATION

Higher National Diploma

Moshood Abiola Polytechnic, Nigeria

Diploma in Information Technology and Security Administration

My Computer Career, Dallas TX

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