Infrastructure Engineer - 8 Years in Financial IT Security

Theophilus Oyagha

*** ******* ****** • Jersey City, NJ 07306

Cell: 929-***-**** • Email: *******@*****.***

SUMMARY

IT Support Engineer (Tier 2) with 8+ years of experience across enterprise environments. Certified in CCNA and Azure Fundamentals (AZ900). Skilled in hardware repair, system deployment, troubleshooting, vulnerability management, and whiteglove executive support. Strong collaborator with a record of resolving issues quickly, documenting solutions, and improving team processes.

Core Competencies: Troubleshooting • Break/Fix • Imaging & Deployment • Windows OS • Active Directory • Azure • Networking • Vulnerability Management • Ticketing Systems • Customer Service

PROFESSIONAL EXPERIENCE

Federal Reserve Bank of New York / CompuCom Systems — New York, NY

End User Support Technician (Tier 2) 09/2023 – 07/2025

Served as SME for end-user support, infrastructure maintenance, and break/fix operations.

Performed installation, configuration, upgrades, and patching of enterprise software applications.

Led Tier 2 support for vulnerability management, proactively identifying and mitigating threats.

Diagnosed and repaired end-user devices, ensuring quick turnaround and minimal downtime.

Created technical documentation and escalated issues with clear reporting.

Collaborated with cross-functional teams on system improvements and protocol enhancements.

Resolved and documented tickets in alignment with SLA requirements.

Lloyd Group Inc. — New York, NY

Service Desk Engineer (Level 2) 05/2022 – 06/2023

Managed OS upgrades, migrations, imaging, and enterprise deployments.

Configured and troubleshot remote desktop technologies, including RDS and Splashtop.

Supported Windows Server 2012/2016/2019 (print services, Group Policies, general issues).

Diagnosed issues with laptops, desktops, VoIP phones, monitors, and HP printers.

Performed asset management and software upgrades using Kaseya and Azure.

Conducted backup and restore operations for system migrations.

Supported hybrid environments using Azure, ConnectWise, Citrix, Active Directory, Exchange, and Egnyte.

Monitored and resolved server/security alerts promptly.

Documented all work in accordance with SLA standards.

AON Risk Management — New York, NY

IT Support Technician (Level 2) 02/2017 – 10/2021

Supervised Tech Bar operations, delivering concierge-style IT support to employees and executives.

Resolved 200+ tickets monthly with thorough troubleshooting and documentation.

Configured, upgraded, and troubleshot HP and Canon printers.

Managed IT assets and lifecycle processes using ServiceNow.

Created and managed AD accounts, groups, and permissions.

Installed and supported iOS and Android devices.

Maintained Crestron AV systems and WebEx conferencing equipment.

Executed remote PC migrations and software deployments using SCCM.

SKILLS

Certifications: CCNA, Azure Fundamentals (AZ900)

Technical: Windows 10/11, Windows Server (2012–2019), Active Directory, Azure, Kaseya, SCCM, Citrix, ConnectWise, ServiceNow, Exchange, Imaging/Deployment, RDS, Networking, PC Hardware Repair, VirtualBox

Soft Skills: Executive support, communication, documentation, customer service

EDUCATION

ASA College for Excellence — New York, NY

Associate of Occupational Studies, Network Administration & Security — GPA 3.61 (2013–2015)

New Jersey City University — Jersey City, NJ

B.S. in Business Management & B.A. in Media Arts — GPA 3.6 (1998–2002)

REFERENCES: Available upon request.

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