It Support Level 1

BANKOLE AKINGBOLA

IT Support

*******.***********@*****.*** 954-***-**** Houston, TX

www.linkedin.com/in/bankole-akingbolatechh

PROFESSIONAL SUMMARY

Experienced IT Support with hands-on competency troubleshooting systems, supporting both remote and in-office users and ensuring seamless tech operations. I specialize in collaborating with the infrastructure team on network/switch issues, endpoint hardening, a range of Level 1 through 3 issues, including password resets, Outlook and VPN support, hardware diagnostics, printer setups, and helping organizations and businesses reduce downtime and enhance efficiency. My background in security frameworks and forensic analysis allows me to approach technical challenges with a proactive and security-first mindset. I thrive in fast-paced environments, adapting quickly to new technologies, and I enjoy bridging the gap between technical solutions and user needs. Plus, I take pride in my ability to communicate cybersecurity concepts effectively across technical and non-technical audiences.

CERTIFICATIONS

● Certified CompTIA CYSA+ by CompTIA

● Certified ISO/IEC 27001 by Mastermind

● Certified AWS Cloud Practitioner by AWS Training Certification

● Endpoint Security by Cisco

● Network Defense by Cisco

SKILLS

Networking: LAN/WAN, TCP/IP, DNS, VPN setup & DHCP System Administration: Active Directory management and user provisioning ITSM Tools: ITIL processes, ServiceNow, TeamDynamix Operating Systems: Windows, macOS & Linux environments Security: Endpoint protection, security patching, antivirus solutions WORK EXPERIENCE

IT Help-Desk, RPC Inc, The Woodlands, TX Jun 2024 - October 2024

● Delivered Tier I & II technical support via ServiceNow, resolving hardware, software, and network issues to ensure minimal downtime.

● Installed, configured, and maintained IT equipment, ensuring compliance with security policies and deploying regular updates.

● Managed IT asset inventories and documentation, supporting audits and governance.

● Conducted end-user onboarding and training on enterprise tools, reducing repetitive support requests by 30%.

● Collaborated with IT teams to enhance infrastructure reliability, contributing to smoother system upgrades.

Helpdesk technician, UES/Riner Engineering, Houston, TX May 2024 - June 2024

● Resolved 95% of technical issues within 24 hours, achieving high user satisfaction rates.

● Documented troubleshooting procedures to enhance team knowledge sharing and efficiency

● Performed enterprise software and hardware installations, ensuring compliance with company IT standards.

IT Technician, Tolunay-Wong Engineers, Houston, TX Jul 2022 - Jan 2023

● Diagnosed and resolved user IT issues across hardware, software, and network systems, adhering to SLAs.

● Conducted routine maintenance and applied software updates and patches to user systems, enhancing performance and compliance with security standards.

● Administered user accounts, including creation, password resets, and permission settings, while strictly upholding security protocols and contributing to a knowledge base for user self-help. Construction Technician, FUGRO INC. Houston, TX Dec 2021 - May 2022

● Developed and maintained comprehensive documentation of industry-specific configurations and solutions enhancing the company's knowledge base and enabling continuous process improvement.

● Managed systematic storage and release of project documentation, ensuring accuracy and meticulous record-keeping throughout the project lifecycle.

● Coordinated daily with dispatch and Project Managers to align construction activities with project priorities, and provided timely, detailed field reports to facilitate effective communication and scheduling.

EDUCATION

● Per Scholas, Houston, TX - CompTIA CYSA+ (In-Progress)

● Southern New Hampshire University, MSc.

● Sam Houston State University, BSc

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