Technical Support It Service

TAIWO MUIDEEN YUSUF

Indianapolis, IN *****. 317-***-**** – *****************@*****.***

Fully Work Authorized No Visa Sponsorship Required & willing to relocate and available for travel. PROFESSIONAL SUMMARY

Senior IT Administrator & Network Architect with over 20 years of experience in network infrastructure, IT Service Management & governance. Proven expertise in designing, implementing, and managing robust IT solutions across diverse industries, including healthcare, manufacturing, and managed services (MSP). Skilled in ensuring optimal performance, security, and scalability of IT systems, with a strong focus on cloud technologies, virtualization, and network security. Experienced in providing Level 2 and Level 3 technical support, managing cross-functional teams, and overseeing IT operations for MSPs. Proficient in Advanced Cloud platforms

(AWS, Azure, Google Cloud), virtualization (VMware), and endpoint security solutions (Intune, Sophos, Palo Alto). Adept at managing Windows Server environments (2000-2022), Office 365, and network infrastructure (LAN, WAN, SD-WAN, VPN). KEY SKILLS

• Network Architecture & Design: LAN, WAN, WLAN, SD-WAN, VPN, MPLS,

• Cloud Computing & Virtualization: Scale Computing HCI, Azure, VMware, Hyper-V

• Network Security: Firewalls (Cisco Sophos), IDS/IPS, SIEM, Endpoint Security, Compliance

• IT Infrastructure Management: Windows Server (2000-2022), Office 365, Intune, Active Directory, Group Policy

• Protocols & Tools: BGP, OSPF, VxLAN, Cisco DNA, Network Monitoring Tools (PRTG, SolarWinds)

• IT Service Management & MSP Tools: ITIL v3 Certified, Incident Management, Change Management, Service Transition & Operations, ConnectWise, IT Glue,

• Leadership & Collaboration: Cross-functional team leadership, vendor management, team mentorship, & tech training

• Project Management: Budgeting, milestone tracking, stakeholder communication, and project delivery

• Technical Troubleshooting: Advanced problem resolution for network, server, and endpoint issues

• Telecommunications: Network equipment installation, structured cabling, DC power systems, fiber optics, RF, Ethernet, DOCSIS validation.

PROFESSIONAL EXPERIENCE

Network Connex Indianapolis, IN MSO Network Technician III (Feb 2025 - Present)

• Led network infrastructure installation, troubleshooting, and maintenance across multiple platforms.

• Installed and configured network equipment, including Nokia Photonic Switches (PSS8, PSS16, PSS32), Nokia 7250 IXRs, Juniper QFX series, Cisco NCS-5501, ASR 9903/9906, and Harmonic RPHY gear.

• Conducted fiber optic, Ethernet, and coaxial cable installations, including continuity testing, FRP provisioning, and DOCSIS validation.

• Performed network configurations, including IP address allocation, script loading, and firmware updates.

• Developed and updated documentation such as BOMs, SMOPs, and completion forms.

• Provided leadership and training for junior technicians on structured cabling, RF, and DC power systems.

• Conducted site surveys, coordinated with NOCs, and validated transport circuits.

• Ensured adherence to safety protocols, minimizing risks during migrations and cutovers. Roeing IT Solution Lafayette, IN Tier 3 Support Engineer (Contract) Feb 2025

• Provided Tier 3 technical support for clients, focusing on server virtualization (VMware, Hyper-V, Scale Computing HCI), Microsoft 365, and Azure environments.

• Implemented and managed KaseyaOne solutions, including VSA (Remote Monitoring & Management), IT Glue (IT Documentation), Datto RMM, and ID Agent (Dark Web Monitoring & Security Awareness Training) to enhance IT service efficiency and security.

• Assisted in firewall, switch, and wireless network configuration and optimization across multiple client infrastructures.

• Worked on Active Directory, GPOs, DNS, and Windows Server (2012-2022) deployments and migrations.

• Supported security incident investigations and remediation, including log analysis and compliance best practices.

• Assisted in backup and disaster recovery implementations using Veeam and Datto solutions.

• Provided consulting assistance in evaluating client needs, recommending solutions, and ensuring optimal IT infrastructure performance.

Amenity Home Care Indianapolis, IN (IT Manager) 02/2024 - 01/2025

• Spearheaded cloud migration projects (AWS, Azure, Scale Computing HCI) for 10+ clients, reducing infrastructure costs by 25% while enhancing scalability, redundancy, and resilience, and minimizing downtime.

• Designed and enforced HIPAA-compliant security policies, reducing vulnerabilities by 40% through firewall optimization

(Palo Alto), SIEM integration, and staff training.

• Collaborated with cross-functional teams to align IT infrastructure with organizational goals, enhancing patient care tools and operational workflows.

• Managed MSP-style support for hardware, software, and network troubleshooting, resolving 95% of Tier 2/3 tickets within SLA deadlines.

Team 22 LLC, IN (Manager Director) 05/2019 - 01/2024

• oversees business strategy, service delivery, client relationships, and operational efficiency, ensuring profitability, growth, and high-quality IT support services.

• Directed cloud migration projects (Azure) for 10+ clients, reducing infrastructure costs by 25% while improving scalability and redundancy.

• Led a team of 8 engineers to deploy secure, multi-tenant network solutions for MSP clients, including SD-WAN and Zero Trust architectures.

• Delivered IT infrastructure projects on time & within budget, focusing on compliance (GDPR, HIPAA,) and stakeholder alignment.

Federal Polytechnic Nekede, Owerri, NigeriaI (T Head)– Network & IT Security 09/2012 - 04/2019

• Managed a 60000+ user campus network, overseeing daily operations for Cisco routers/switches, VoIP systems, and cloud- based collaboration tools.

• Reduced security incidents by 60% through risk assessments, firewall rule optimization, and deployment of IDS/IPS solutions.

• Modernized IT infrastructure by leading migrations to VMware virtualization and Azure cloud, cutting hardware costs by 35%.

• Trained and mentored a 12-member IT team, improving SLA adherence by 50% for incident resolution and system maintenance.

GNLD International, Nigeria, Information Services Supervisor 02/2008 - 09/2012 Managed clustered server environments, including AS400 systems and the customized GNLDSOFT application, ensuring seamless operations for GNLD’s Nigerian branches and supporting global users.

• Administered CRM systems and provided technical support to 500+ users across multiple cities in West Africa, resolving hardware, software, and network issues with a 95% satisfaction rate.

• Implemented and enforced firewall rules across 10+ branches in Africa, achieving 99.5% uptime for critical systems and reducing security incidents by 40%.

• Configured and maintained Cisco routers and VoIP systems, reducing downtime by 30% through proactive monitoring, optimization, and timely troubleshooting.

• Oversaw server infrastructure, including Active Directory and Exchange, improving system performance and security through regular updates and patch management.

• Provided remote support for users across West Africa, resolving 90% of issues within SLA deadlines and ensuring minimal disruption to business operations.

• Conducted hardware diagnostics and repairs, reducing hardware-related downtime by 25% and extending the lifespan of critical equipment.

• Collaborated with global IT teams to align Nigerian branch operations with worldwide standards, ensuring consistency and compliance with organizational policies.

Taylor Communication Solutions Ltd, Lagos, Nigeria ( Network/Field Engineer) 05/2005 - 12/2007

• Designed and implemented metropolitan area networks (MAN) for financial institutions, improving data transfer speeds by 50%.

• Configured last Mile wireless microwave links and WANs using E1 lines and Fiber cables, ensuring reliable connectivity for remote branches.

• Provided remote technical support for 4 branches, resolving 90% of network issues within SLA deadlines.

• Deployed VoIP and IP telephony solutions, reducing communication costs by 35% for clients. CERTIFICATIONS (Some Expired but proficient)

• ITIL v3 Certified, Certified Data Privacy Solutions Engineer (CDPSE),

• Cisco CCIE (Written), CCNP & Cisco Certified Network Associate (CCNA)

• Microsoft Certified Solutions Expert (MCSE) - Private Cloud & Desktop Infrastructure

• Certified Ethical Hacker (CEH), CompTIA Security+ and A+,

• CompTIA Advanced Security Practitioner (CASP), COBIT 5 Implementation & Assessor EDUCATION

• Vocational Degree in Advanced Computing and Information Processing Institute of Commercial Management, UK

Equivalent to a Bachelor’s degree (WES evaluated).

• Level 7 Diploma in Executive Management

Qualifi, Cambridge Management and Leadership School. U.S Equivalent to part of a Master’s degree (WES evaluated)

• Master of Business Administration (In Progress) Anglia Ruskin University, UK PROFESSIONAL DEVELOPMENT/AFFILIATIONS

• ISACA Data Privacy Awareness Program, Ibadan Nigeria, 10/2023

• Certified Information System Security Training, Washington DC, 10/2019

• Scale Computing HCI Architecture Training, Partner Program, 02/2025

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