Web Design, Diagnostic Analysis, Helpdesk

Abraham J. Diop

Mobile: 857-***-**** E-mail: ***********.**@*****.*** Address: Norwood MA/New York City SKILLS

Whiteglove Service Diagnostic Analysis Active Directory ServiceNow/Zendesk/Salesforce Windows/Mac Environment PC/Phone Repair/Web Development TECHNICAL EXPERIENCE

Bain Capital, Boston, MA March 2024 - November 2025 Desktop Engineer/ Refresh Technician

● Delivered white-glove IT support within a high-performance financial services environment

● Executed deployment of 150+ enterprise laptops as part of a structured device refresh initiative

● Led end-user migrations, replicating system configurations and ensuring seamless transitions

● Managed ticket queues within ServiceNow, consistently meeting and exceeding 3-day SLA targets

● Supported enterprise infrastructure using Active Directory, SCCM, Intune, Okta, and Microsoft 365

● Coordinated logistics and asset distribution across regional and remote teams

● Collaborated cross-functionally with global IT teams to ensure project delivery Atrius Health, Boston, MA November 2023 - February 2024 Desktop Technician

● Deployed 500+ Windows workstations across multiple clinical and operational sites

● Supported large-scale expansion initiatives through structured device setup and deployment

● Maintained strict asset management and inventory tracking using internal systems and Excel

● Executed full lifecycle decommissioning of IT equipment, including medical devices (EKG systems)

● Provided technical support within a healthcare environment requiring accuracy and compliance JLL/ T, Boston, MA June 2023 - November

2023

Tier 2 Support Analyst

● Provided Tier 2 support across a distributed East Coast user base

● Delivered remote troubleshooting using Bomgar in high-volume support environments

● Deployed Windows environments via PXE and Task Sequence workflows

● Built, imaged, and supported macOS systems, including compliance and profile configuration

● Utilized CyberArk for secure privileged access management

● Monitored system health and performance using Nexthink

● Supported mobile device management (MDM) and identity systems including Okta Wellesley College, Wellesley, MA January 2023 - May 2023 IT Helpdesk Support(Contract)

● Managed ticket queues and resolved technical issues across enterprise environments

● Supported Citrix-based virtual environments and customer-facing infrastructure

● Deployed and configured end-user systems, including hardware and software setup

● Maintained user accounts, system access, and security configurations via Active Directory

● Coordinated equipment logistics, including deployment and replacement processes Fidelity Talent Source, Boston, MA April 2022 - October 2022 Tier II Support(Contract)

● Used ServiceNow, managed assets, and performed ticket management

● Provided support to users via phone or chat support using Bomgar

● Supported company infrastructure that is customer-facing, such as Polycom phones/Polycom conference systems and remote check deposit scanners

● Supported virtual machines that are hosted on Citrix

● Enforced IT policy on end users’ machines by removing software, installing company-approved software via internal tools

● Managed the logistical process of deploying replacement assets Shields Health Solutions, Stoughton, MA

IT Help Desk Technician(Contract) December 2021 - April 2022

● Monitored and resolved issues in a ticket queue using Zendesk

● Utilized FortiNAC to confirm newly imaged laptops and desktops have the appropriate configuration

● Configured users’ Outlook profiles according to company policy and ensured Microsoft Teams is functioning

● Unlocked user accounts and managed users using Active Directory

● Deployed new user workstations in the office and shipped workstations to users via FedEx Hingham Institution Of Savings, Hingham, MA October 2020 - December 2021 IT Apprentice

● Monitored the help desk queue using Asana

● Troubleshoot users’ Windows laptop and desktop issues

● Managed and maintained company IT assets using Google Sheets *

● Managed user accounts and groups utilizing Google Admin EDUCATION

Blue Hills Regional Technical School, Canton, MA

High School Diploma

CERTIFICATIONS

CompTIA - IT Fundamentals June 2019

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