IT & Cybersecurity Specialist (Air Force Reserve)
Resume:
Tolulope Akinfolarin
Raleigh, NC
**********@*****.***
LinkedIn: linkedin.com/in/tolulopeakinfolarin
SUMMARY
Results-oriented IT professional with 8+ years of experience in endpoint management, Microsoft Dynamics 365 CRM support, cybersecurity, and technical support within enterprise environments. Proven expertise in deploying Microsoft Intune for 500+ users, automating processes to reduce deployment times by 90%, and resolving 95% of incidents within SLA-driven support environments. Hands-on experience providing Tier II support for Microsoft Dynamics 365 CRM including ticket resolution, user administration, security role management, workflow support, CRM configurations, and troubleshooting complex application issues. Skilled in supporting enterprise CRM environments integrated with Azure AD, Office 365, Intune, and other Microsoft ecosystem technologies. Adept at hybrid cloud solutions, vulnerability assessments, process automation, and end-user training to enhance compliance, improve operational efficiency, and minimize downtime. Seeking to leverage strong technical acumen, customer-focused support expertise, and problem-solving skills to drive efficient IT operations in a dynamic team environment.
CERTIFICATIONS
CompTIA A+ (Expiration: 2028)
CompTIA Security+ (Expiration: 2028)
Cisco Certified Network Associate (CCNA) (Expiration: 2022)
Google IT Support Professional Certificate (2024)
SKILLS
Endpoint Management & Security: Microsoft Intune, Azure Active Directory (Azure AD), Conditional Access Policies, Autopilot Provisioning, Mobile Device Management (MDM), Vulnerability Assessment, Encryption Technologies, Risk Management, Security Incident Management, Single Sign-On (SSO), ADFS
Operating Systems & Networking: Windows, macOS, Linux, Windows Server, LAN/WAN, Wi-Fi, TCP/IP, VPN, DHCP, DNS, Cisco Switches, Aruba Switches, Firewalls, Routers, Access Points
CRM & Ticketing Systems: Salesforce, Zoho, Microsoft Dynamics 365, ServiceNow, i-Track,
CRM / D365 Skills: Microsoft Dynamics 365 CRM, D365 Administration, Security Roles, Views, Forms & Entities, Business Process Flows, Workflow Configuration, Plugin Troubleshooting, CRM User Administration, D365 Admin Center, CRM Functional Support, CRM Ticket Resolution, Outlook/Exchange Synchronization, Azure AD Integration
PROFESSIONAL EXPERIENCE
ESP Global Services (Kymera International)- 8AM -4 PM Jan 2026 – present
Desktop Support Engineer/MSP (Contract)
Software & OS Support/ D365 CRM Support
Expertly install and troubleshoot desktop applications, ensuring seamless user experience and minimal downtime.
Deliver hands-on desk-side support and PC break/fix services, including basic administration of Windows operating systems to resolve issues efficiently.
Supported Microsoft Dynamics 365 CRM users in a Tier II support environment by troubleshooting application issues, resolving access-related incidents, and assisting with CRM configurations and user requests.
Managed D365 CRM ticket lifecycle from investigation through resolution and closure using ServiceNow, ensuring timely communication, root cause analysis, and documentation of recurring issues.
Assisted with D365 CRM security administration including user role assignments, access validation, and enforcement of Conditional Access policies integrated with Azure AD.
Supported customization and maintenance of CRM forms, views, dashboards, and entity configurations to improve operational efficiency for business users across departments.
Worked with internal IT teams and developers to troubleshoot workflow failures, plugin-related issues, and CRM integration problems with Microsoft enterprise applications.
Delivered end-user support and remote guidance for Dynamics 365 CRM functionality, reducing repeat incidents through knowledge sharing and documentation.
Manage anti-spyware and anti-virus software deployments, troubleshooting installation challenges to maintain robust security postures.
Provide essential support for iOS and Android tablets, configuring devices and resolving connectivity or functionality problems swiftly.
Execute software and operating system deployments using tools like MSCM, WDS, or MDM solutions, installing Microsoft Office, antivirus, and custom applications while adhering to protocols and escalating complex failures to Level 2 teams.
Perform hardware support for desktops, laptops (Windows/Mac), thin clients (Windows/Linux), printers, scanners, mobile devices, and multi-function devices, including imaging, deployment, and repair management.
Conduct OS and standard software support on desktops (Core load, Windows 10/11, Mac OS), installing and upgrading business-specific applications with first-level troubleshooting.
Install, support, and troubleshoot printers, computer hardware, and authorized peripherals, performing preventative maintenance and remedial repairs to optimize performance.
Fulfill software installations/changes that require manual intervention, ensuring compliance with client policies like naming conventions and checklists.
Recover user data and applications, including Outlook PST files, local folders, and other critical data, to prevent loss and support business continuity.
Familiarize end-users with basic software, hardware, and peripheral operations through targeted training and support.
Active Directory & Identity Management
Handle routine user account management in Active Directory, including password resets, account unlocks, and group additions, streamlining access for enhanced productivity.
Manage basic access permissions, escalating complex issues to senior teams for rapid resolution of advanced Active Directory challenges.
Assist end-users in submitting service requests and fulfill them as needed, tracking and verifying IMAC (Installs, Moves, Adds, Changes) requests to maintain operational efficiency.
Network & Connectivity Support
Troubleshoot enterprise LAN and WAN connectivity issues, leveraging foundational knowledge to restore network access quickly.
Apply expertise in TCP/IP, DNS, DHCP, VPN, and RDP to diagnose and fix simple network problems, ensuring reliable remote and local connections.
Perform basic wireless network troubleshooting using tools like ping, ipconfig, and Wi-Fi analyzers to identify and resolve signal or configuration errors.
Asset and Hardware Management
Enable end-user and equipment IMACs, installing new hardware, software, peripherals, and configurations (e.g., upgrades, reconfigurations, special installations) with precision.
Conduct proactive checks on meeting room assets for readiness, including new end-user onboarding hardware setups.
Manage hardware imaging, deployment, and repair services, including image backups for terminated users and follow-ups with third-party vendors for replacements.
De-install equipment securely, de-tagging, erasing data, updating asset tracking systems, and preparing for third-party disposal in compliance with policies.
Assist asset management teams with IMACs for installations, floor movements, and physical verifications, maintaining accurate IT records and tracking.
Safely package and arrange equipment for shipping/receiving, including on-time delivery from IT stores to office locations.
Return defective equipment to inventory, document repairs, and restock parts to ensure optimal spare levels using client processes.
IT Service Management and Compliance
Prioritize and resolve incidents within SLA timelines, managing ticket lifecycles with detailed work notes, knowledge attachments, and resolution documentation.
Isolate system issues, diagnose standard software problems, and report hardware faults to vendors for swift remediation.
Implement change records for onsite activities, supporting computer networks under senior guidance or service desk direction.
Escalate issues to experts or vendors as needed, collaborating with IT teams on new branch builds, upgrades, and technical resolutions.
Maintain compliance with client policies and guidelines, including desktop/laptop naming, rebuilding checklists, surrender, and disposal procedures.
Provide end-user training and support for key collaboration technologies, enhancing adoption and efficiency.
TechNet Partners (client: Amazon), North Carolina Dec 2025 – Present
IT Field Technician / Network Technician (Cut over hours freelance)
Managed and executed Amazon-specific service requests through the ServiceNow ticketing system, ensuring 100% compliance with strict work windows, on-site authorization protocols, and detailed ticket closure requirements.
Completed detailed documentation for all service tickets, including arrival/departure times, rooms/racks/APs serviced, tasks performed, root cause analysis, resolution steps, and supporting photos (before/after, serial numbers, hardware labels), resulting in accurate records and efficient ticket resolution.
Performed camera replacements at Amazon facilities, including removal/installation of designated units, coordination with remote support teams for calibration, and on-site verification of full functionality prior to departure.
Safely power cycled network equipment per real-time technical support instructions, restoring services and minimizing downtime for Amazon locations.
Installed and labeled new cameras and wireless Access Points (APs) at client sites, verified connectivity, captured MAC addresses for system registration, and ensured seamless integration into existing networks.
Conducted MSS Gate maintenance by adjusting in-lane sensor settings according to SOP, performing functional testing, and confirming operational status post-maintenance.
Executed preventative maintenance and cleaning of MDF rooms and network devices per established SOPs, including dust removal, cable management verification, visual damage inspections, and documentation of findings.
Troubleshot offline or underperforming Access Points, collaborated with remote support to diagnose issues, executed restoration steps, and validated performance improvements before ticket closure.
Performed routine preventative maintenance on Amazon network infrastructure, including switches, APs, and related devices; verified operational status, resolved minor issues on-site, and documented all checks and resolutions.
Maintained high standards of professionalism and site conduct at Amazon locations, adhering to dress code, respectful communication, workspace organization, and all TechNet Partners conduct guidelines.
Precision Global Consulting (Client: NKT), Cary, NC August 2025 – April 2026
IT Support Specialist / System Administrator
(After Dec 2025- 1 day a week/ Monday)- 3 am to 8 AM (Morning)
Spearheaded Microsoft Intune deployment for 500+ users, automating endpoint management and reducing manual processes by 70%, achieving zero disruptions during rollout.
Executed software rollouts (Adobe Creative Cloud, custom CRM) to 300+ endpoints across Windows, macOS, and mobile platforms, cutting deployment times by 90% via Autopilot provisioning and reducing downtime by 50%.
Configured Azure AD conditional access policies and Intune app protection rules, strengthening security compliance and preventing unauthorized access in hybrid environments.
Provided Tier II support for Microsoft Dynamics 365 CRM, resolving issues related to user access, workflow failures, plugin execution, data inconsistencies, and synchronization errors while maintaining 95% SLA compliance using i-Track ticketing system.
Configured and managed Dynamics 365 security roles, entity-level permissions, field-level security, and role-based access controls to support organizational compliance and secure data access.
Deployed single sign-on (SSO) solutions using ADFS and Azure AD, streamlining authentication and reducing support tickets by 25% through efficient user management.
Designed Active Directory (AD) infrastructure for multi-site environments, integrating with Office 365 to enhance cloud-hybrid operations and boost user productivity by 20%.
Customized and maintained D365 CRM Views, Forms, and Entities by creating custom fields, modifying layouts, and configuring relationships to improve usability and business process efficiency.
Performed end-to-end D365 user administration including user provisioning, license assignment, role mapping, team management, onboarding/offboarding, and Azure AD synchronization.
Resolved 95% of incidents within SLAs using i-Track ticketing system, authoring 20+ knowledge base articles that accelerated team response times by 30%.
Supported Dynamics 365 CRM configurations including business process flows, workflows, dashboards, plugin setups, and integrations with Office 365 and Azure AD environments.
Troubleshot complex Dynamics 365 CRM issues involving Outlook/Exchange synchronization, data import/export failures, plugin errors, authentication issues, and performance bottlenecks using advanced tracing and D365 Admin Center tools.
Automated IT workflows, increasing team productivity by 40% and reducing escalations by 15% through proactive vulnerability assessments and risk management.
Trained 200+ end-users on IT systems, cutting repeat issues by 35% via security awareness programs and streamlined onboarding/offboarding processes.
Managed 500+ device inventory, maintaining 99% uptime and mitigating risks through encryption technologies and proactive threat reporting.
Collaborated with business analysts, developers, and support teams to validate fixes, implement configuration updates, and improve overall CRM system stability and user experience.
Deployed VMware ESXi and vCenter, migrating 5+ physical servers to VMware, reducing hardware footprint and increasing efficiency.
Configured VMware HA and DRS for high availability and resource allocation; implemented backups and replication for data protection and business continuity.
Assisted in disaster recovery testing with VMware SRM and vSphere Replication; used PowerCLI for automation, reducing manual effort and increasing productivity.
Clearlite Solutions LLC Raleigh, NC March 2025 – July 2025
Field Service Technician
Delivered on-site IT support across 50+ Food Lion stores, resolving hardware, software, and networking issues to maintain 98% network uptime using TCP/IP, VPN, and DHCP protocols.
Collaborated with NOC teams to troubleshoot Cisco and Aruba switches, firewalls, routers, and access points, resolving 80% of P1/P2 tickets within SLAs via ServiceNow.
Installed and configured retail devices (Beetle III workstations, pin pads, scanners, monitors, Lexmark printers, weighing scales), reducing setup times by 40% through OS reimaging and MDM configurations.
Replaced and terminated Cat5/Cat6 cables, ensuring zero connectivity failures during peak operations across LAN/WAN/Wi-Fi networks.
Managed ServiceNow tickets (P1-P4), closing 95% within SLAs and documenting solutions to enhance knowledge base accessibility by 25%.
Trained retail staff on systems, reducing follow-up queries by 30% and improving operational efficiency through effective troubleshooting.
Clearlite Solutions LLC (Client: Unisys), Raleigh, NC December 2024 – March 2025
DSP Technician (Part-Time)
Resolved hardware, software, and network issues, closing 90% of tickets within 8 hours and handling 5 tickets daily via phone, email, and remote support.
Configured and maintained systems, servers, and mobile devices (iPhone, iPad, Mac, Chromebook, Samsung, Google Pixel), achieving 99% performance through MDM and endpoint management.
Applied security patches and updates, reducing vulnerabilities by 40% via vulnerability assessments and encryption technologies.
Imaged laptops using Clonezilla and Acronis True Image, streamlining deployments and achieving 100% success in data recovery operations.
Configured network devices (routers, switches, firewalls), maintaining 98% uptime with DNS, DHCP, and TCP/IP protocols, and performed routine backups.
Developed user guides and trained 100+ users, accelerating issue resolution by 20% through IT project collaboration and knowledge base contributions.
Clearlite Solutions LLC, Raleigh, NC April 2019 – June 2024
IT Support Technician (Hybrid)
Provided comprehensive IT support for hardware, software, and networks, resolving 90% of tickets within 8 hours and closing 5 tickets daily, improving user satisfaction in healthcare settings.
Supported EHR systems (Meditech Web, MAccess, Athenahealth, Epic), troubleshooting issues and training staff, reducing system downtime by 45% through MDM configurations.
Provided Tier II support for Microsoft Dynamics 365 CRM users by troubleshooting login issues, resolving access-related tickets, and supporting daily CRM operations in healthcare and enterprise environments.
Assisted users with Dynamics 365 CRM workflows, data updates, dashboard access, and navigation issues, improving end-user productivity and reducing repeat support requests.
Managed D365 CRM user administration tasks including account provisioning, password resets, role assignments, and access troubleshooting using Azure AD and Active Directory integrations.
Supported configuration updates for Dynamics 365 CRM including forms, views, custom fields, and workflow-related changes aligned with business and operational requirements.
Resolved Dynamics 365 CRM issues related to Outlook synchronization, data import/export processes, and application performance while maintaining SLA-driven ticket resolution standards.
Deployed and managed 300+ mobile devices (iPhone, iPad, Mac, Chromebook, Samsung, Google Pixel), enhancing security and usability via Intune and Azure AD updates.
Diagnosed and repaired devices (Dell, HP, Mac, printers), cutting threat exposure by 35% through security updates and vulnerability assessments.
Configured network devices and performed backups, ensuring 99% data integrity across LAN/WAN/Wi-Fi networks and supporting IT projects.
Built a knowledge base with detailed incident documentation, reducing resolution times by 25% for recurring issues.
Star Lounge Bar and Restaurant, Akure, Ondo State January 2016 – March 2019
Help Desk Technician
Provided first-line support for software, operating systems, and network connectivity, resolving 95% of issues within 24 hours and escalating complex cases efficiently.
Deployed workstations and applications, managing Active Directory (AD) accounts and group policies for 50+ users, ensuring secure access and risk management.
Conducted system audits, mitigating risks through vulnerability assessments and achieving 100% compliance with security standards over 3 years.
Education
Bachelor of Science in Computer Science- University of the People, 2025
Nigeria Certificate in Education (NCE) in Biochemistry- Adeyemi College of Education, 2017
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