ABIDEMI SANUSI

ad4tor@r.postjobfree.com 862-***-****

SUMMARY STATEMENT

Dynamic Senior IT Specialist with a track record spanning over 6 years, driving excellence in Windows-based network management, firewall optimization, and server orchestration. Spearheading support for a robust 250+ user environment, leverage sharp problem-solving acumen and seamless communication prowess across all echelons. Adept at autonomous operation, possess a voracious appetite for learning, and thrive in technology-driven landscapes. Renowned for delivering unparalleled customer service, intricate troubleshooting finesse, and meticulous documentation precision. Committed to perpetual growth and fervent about revolutionizing operational workflows.

PROFESSIONAL AND TECHNICAL SKILLS

Platforms & Tools:

Sophos, Azure, Mac OS, Microsoft Office, Window OS, OneDrive, VPN, Cisco, DNS

IT Support: Ticketing:

Active Directory, Implementation, Ninja RMM, Troubleshooting, Service Now

Training & Configuration:

Linux, User Training, SharePoint, Teams, Telecom, EMR Configuration, Connect Wise

Customer Service:

Remote support, Technical Support, Software Installation

Leadership:

Team Lead Support, customer service support, Project Management

PROFESSIONAL EXPERIENCE

Tmeic Corporation

Senior IT Tech -Tier III Nov 2022 to Present

Leading a team of 5 IT specialists, supporting 250+ users globally, and managing ticket issues with Ninja software, resulting in a 20% decrease in resolution time.

Managing servers for optimal performance and security, conducting configuration testing, and configuring firewalls as needed, contributing to a 15% increase in overall system efficiency.

Collaborating cross-functionally to implement IT policies, deploy workstations, conduct user training, resolve issues, and facilitate onboarding/off-boarding, leading to a 25% improvement in user satisfaction.

Maintaining asset inventory, collecting user feedback, implementing information security controls, overseeing database management, and executing migrations to Microsoft Azure and 365, achieving a 30% reduction in downtime.

Conducting meetings with corporations to discuss ticket issues and strategies for departmental growth, resulting in a 35% increase in departmental productivity.

University (UMDNJ) Hospital

Desktop Support/PC Tech II Team Lead Aug. 2020 - Nov 2022

Supervised installations and relocation of computer equipment, and their associated hardware at user locations, and ensured access to electricity and network connectivity leading to a 15% increase in successful installations.

Provided guidance and support for first-level problem analysis, contributing to a 20% improvement in issue resolution efficiency within clinical and business environments.

Directed advanced IT-tiered support teams, ensuring appropriate information was obtained and provided for escalated issues, resulting in a 25% reduction in escalations to higher tiers.

Spearheaded the design of imaging solutions for new PCs using Macrium Reflect, streamlining deployment processes and managing Active Directory, password resets, and user account creation, which led to a 15% reduction in deployment time.

Oversaw advanced IT support, troubleshooting network-related issues, and documentation and tracking of customer service requests using the Ninja ticket system, ensuring timely resolution of issues and achieving a 25% increase in customer satisfaction.

Nestlé – USA. Jan. 2017- Aug. 2020

Junior Service Desk Technician - Remote

Utilized Active Directory for user account management and conducted PC deployments, contributing to a 20% reduction in deployment time.

Conducted remote hardware and software troubleshooting for end-users, improving overall system reliability by 25%.

Installed software remotely using SCCM, streamlining software deployment processes and reducing manual intervention by 30%.

Assisted in re-imaging Telework Laptops, ensuring continuity of remote work operations during critical times.

Interviewed users to define specific software requirements, facilitating tailored solutions and improving user satisfaction by 20%.

EDUCATION

Bachelor's degree in Communication Studies

Kean University

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