Web Design, Diagnostic Analysis, Helpdesk
Resume:
Abraham J. Diop
Desktop Engineer Endpoint Support Specialist
Norwood, MA / New York City 857-***-**** ***********.**@*****.*** PROFESSIONAL SUMMARY
Enterprise IT support professional with 5+ years of experience supporting financial services, healthcare, higher education, and corporate environments. Strong background in white-glove support, desktop engineering, endpoint deployment, user migrations, device refresh projects, ticket management, and enterprise infrastructure support. Hands-on experience with Active Directory, SCCM, Intune, Okta, Microsoft 365, ServiceNow, Zendesk, Citrix, Bomgar, Nexthink, and macOS/Windows administration. Known for dependable execution, strong end-user support, and success in fast-paced, SLA-driven environments. CORE SKILLS
White-Glove IT Support • Desktop Support • Endpoint Management • Windows Support • macOS Support • Active Directory • SCCM • Microsoft Intune • Okta • Microsoft 365 • ServiceNow • Zendesk • Salesforce • Citrix • Bomgar • Nexthink • PXE Imaging • Task Sequences • User Migrations • Asset Management • Hardware Diagnostics • PC and Mobile Device Support
PROFESSIONAL EXPERIENCE
Desktop Engineer / Refresh Technician, Bain Capital, Boston, MA Mar 2024 – Nov 2025 Delivered white-glove IT support in a high-performance financial services environment with a strong focus on speed, accuracy, and user experience. Deployed more than 150 enterprise laptops as part of a structured device refresh initiative.
Led end-user migrations by replicating system configurations and ensuring smooth transitions with minimal disruption.
Managed ServiceNow ticket queues and consistently met or exceeded 3-day SLA targets. Supported enterprise infrastructure across Active Directory, SCCM, Intune, Okta, and Microsoft 365.
Coordinated asset logistics and device distribution for regional and remote teams. Partnered with global IT teams to support project delivery and operational continuity. Desktop Technician, Atrius Health, Boston, MA Nov 2023 – Feb 2024 Deployed more than 500 Windows workstations across clinical and operational sites. Supported large-scale expansion efforts through structured device setup, deployment, and configuration.
Maintained accurate asset management and inventory tracking using internal systems and Excel.
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Performed full lifecycle decommissioning of IT equipment, including EKG systems and other medical devices.
Delivered technical support in a healthcare environment requiring accuracy, compliance, and reliability.
Tier 2 Support Analyst, JLL/T, Boston, MA Jun 2023 – Nov 2023 Provided Tier 2 support for a distributed East Coast user base in a high-volume enterprise environment.
Resolved hardware, software, and access issues through remote troubleshooting using Bomgar.
Deployed Windows systems through PXE imaging and task sequence workflows. Built, imaged, and supported macOS devices, including compliance and profile configuration.
Used CyberArk for secure privileged access management. Monitored device and system health using Nexthink. Supported mobile device management and identity platforms, including Okta. IT Helpdesk Support (Contract), Wellesley College, Wellesley, MA Jan 2023 – May 2023 Managed ticket queues and resolved technical issues across enterprise environments. Supported Citrix-based virtual environments and customer-facing infrastructure. Deployed and configured end-user hardware and software. Maintained user accounts, system access, and security settings through Active Directory. Coordinated equipment deployment and replacement logistics. Tier II Support (Contract), Fidelity Talent Source, Boston, MA Apr 2022 – Oct 2022 Managed ServiceNow tickets, tracked assets, and supported users by phone and chat using Bomgar.
Supported customer-facing infrastructure including Polycom conference systems and remote check deposit scanners.
Provided support for Citrix-hosted virtual machines. Enforced IT policy by removing unauthorized software and installing approved applications through internal tools.
Coordinated logistics for replacement asset deployments. IT Help Desk Technician (Contract), Shields Health Solutions, Stoughton, MA
Dec 2021 – Apr 2022
Monitored and resolved support requests in Zendesk. Used FortiNAC to verify correct configuration of newly imaged laptops and desktops. Configured Outlook profiles and ensured Microsoft Teams functionality for end users. Unlocked accounts and managed users through Active Directory. Deployed office workstations and shipped configured systems to remote users.
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IT Apprentice, Hingham Institution of Savings, Hingham, MA Oct 2020 – Dec 2021 Monitored the help desk queue using Asana and resolved Windows desktop and laptop issues.
Managed and maintained company IT assets using Google Sheets. Managed user accounts and groups in Google Admin.
EDUCATION
Blue Hills Regional Technical School, Canton, MA
High School Diploma
CERTIFICATION
CompTIA IT Fundamentals Jun 2019
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Cover Letter
Abraham J. Diop Norwood, MA / New York City 857-***-**** ***********.**@*****.*** Dear Hiring Manager,
I am applying for your IT support opportunity with a background built across financial services, healthcare, higher education, and enterprise support environments. My experience centers on desktop engineering, white-glove support, endpoint deployment, user migrations, and day-to-day infrastructure support, and I believe that foundation would allow me to contribute immediate value to your team.
Most recently at Bain Capital, I delivered white-glove IT support in a fast-paced financial environment where professionalism, responsiveness, and technical accuracy were critical. I supported enterprise infrastructure across Active Directory, SCCM, Intune, Okta, and Microsoft 365, led user migrations, and helped execute a structured refresh initiative involving more than 150 enterprise laptops. I also managed ServiceNow ticket queues while consistently meeting and exceeding SLA expectations. Across previous roles, I have supported large-scale workstation deployments, remote troubleshooting, Citrix environments, asset tracking, macOS and Windows systems, and identity and access administration. At Atrius Health, I deployed more than 500 Windows workstations across multiple sites. At JLL/T, I supported a distributed user base with Tier 2 troubleshooting, imaging, compliance support, and endpoint monitoring. These roles strengthened both my technical execution and my ability to support users in demanding environments where reliability matters.
What I would bring to your team is a combination of strong technical fundamentals, hands-on enterprise support experience, and a consistent focus on the end-user experience. I take pride in being dependable, adaptable, and calm under pressure, and I work well in environments that require both independent ownership and cross-functional collaboration. I would welcome the opportunity to discuss how my background aligns with your team’s needs. Thank you for your time and consideration.
Sincerely,
Abraham J. Diop
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