Joseph Adegboye
Ottawa,ON
Summary
Detail-oriented and results-driven IT professional with 6+ years of experience in desktop support, system administration, service desk technician and customer service. Proven track record of providing frontline technical support, troubleshooting complex issues, and ensuring stable operation of network and infrastructure systems. Proficient in a hybrid work environment, delivering 24/7 monitoring and support for mission-critical systems. Highly skilled in using monitoring tools, diagnosing issues, and providing end-user support with a focus on continuous system availability. Familiar with ServiceNow and experienced in the installation, configuration, and support of hardware/software systems. Advanced
6+ years
Extensive experience using various Help Desk systems such as ServiceNow, Jira, ManageEnginePlus, Twilio, Freshdesk,HEAT etc.
Technical Support & Troubleshooting
Advanced
6+ years
Proficient in resolving technical issues on Windows, macOS, and network environments.
Ticketing Systems Management
Advanced
6+ years
Experienced in managing and resolving tickets efficiently.
Remote Desktop Support
Advanced
7+ years
Skilled in providing remote support and troubleshooting for both hardware and software.
System Administration
Advanced
6+ years
Expertise in managing Windows Server, Active Directory, Linux administration.
Networking (TCP/IP, DNS, VPN)
Advanced
6+ years
Deep knowledge of networking protocols, configuration, and troubleshooting VPN and DNS issues.
Application Support
Advanced
6+ years
Experience supporting multiple applications including MS Office, O365, Citrix, and VPN systems.
Security (Antivirus, Firewalls, IDS)
Intermediate
6+ years
Hands-on experience with IT security tools like firewalls, IDS, and antivirus solutions.
Documentation & Knowledge Base Management
Advanced
6+ years
Proficient in documenting processes, creating user guides, and maintaining knowledge bases.
End-User Training & Support
Advanced
6+ years
Delivered technical training and support for users, ensuring smooth IT operations.
VPN Configuration & Remote Access
Advanced
6+ years
Configured and managed VPN access for remote users, improving connectivity and security.
Hardware Setup & Maintenance
Advanced
6+ years
Experience in system imaging, hardware installation, and managing hardware upgrades.
Customer Service & Communication
Advanced
4+ years
Strong client-facing communication skills, ensuring high levels of user satisfaction.
ITIL Framework & Service Delivery
Intermediate
3+ years
Familiar with ITIL processes, ensuring compliance in IT service management.
MDM (Mobile Device Management)
Advanced
6+ years
Worked on MDM device migrations and supported mobile device setups and security.
Microsoft Office 365 Administration
Advanced
5+ years
Expert in managing Office 365 environments, user accounts, and troubleshooting.
Project Management (IT Projects)
Intermediate
2+ years
Led several IT projects including system rollouts, migrations, and upgrades.
Overview
8
8
years of professional experience
1
1
Certification
1
1
Language
Work History
Technical Support Associate
Tushaum Enterprise INC
06.2024 - Current
- Led a hardware upgrade and system imaging project for 200+ devices, reducing deployment time by 25%, while managing troubleshooting efforts and improving client response times by 15%, Provided 100% remote technical support to clients, resolving issues related to hardware, software, and network connectivity
- Performed troubleshooting on Windows systems, parts replacement, and systems upgrades, improving response times by 15%
- Collaborated with a global team to address escalated issues, maintaining a client satisfaction rate of 95%
- Managed ticket resolution via Footprint ticketing system, efficiently handling 30+ tickets per day
- Supported international travel needs and provided after-hours support based on client requirements
- Delivered tailored technical guidance for remote users on a variety of IT platforms and applications, improving overall user productivity and system reliability.
System Administrator
Pinecrest Queensway Community Health Centre
Ottawa, ON
06.2022 - 06.2024
- Spearheaded the migration of 200+ devices to a new MDM system, reducing migration errors by 30%
- Led a successful Windows 10 to Windows 11 upgrade across the organization, ensuring smooth transitions with minimal downtime
- Managed off-network printer services for guest users, served as the DeepFreeze administrator for public-use computers, and acted as O365 Global Administrator during a hybrid Exchange migration to the cloud
- Additionally, specialized in managing licenses and ensuring compliance with Microsoft 365 services
- Enhanced system uptime through efficient network and security measures., Supported on-prem and cloud environments, providing hybrid technical support for critical systems and operations
- Administered Active Directory, managed VPN connections, and resolved network issues in coordination with IT teams
- Assisted in system rollouts and implemented security measures, improving system uptime by 20%
- Diagnosed issues related to mainframe operations and collaborated with the team to maintain seamless IT services.
ESET CYBERSECURITY
10.2016 - 05.2022
- Delivered IT support for various banking applications and hardware platforms in a 60% remote, 40% hybrid model
- Maintained a 98% first-call resolution rate, ensuring minimal disruption to client services
- Diagnosed and resolved desktop, mobile device, and software-related issues for internal teams.
Education
Masters - computer science
Masters in business administration - – General Management
Skills
- Bilingual Technical Support Windows OS (10, 11), Office 365 Remote Desktop Solutions A Certification (Desktop Support) Hardware Installation & Troubleshooting VPN & Network Configuration Active Directory Management Client-Facing Problem Solving Ticketing System System Imaging & Deployment IT Security Customer Service Expert
- TECHNICAL PROFICIENCIES
- Operating Systems: Windows (7, 8, 10,11), macOS, Linux, WIN Server
- System Administration: Windows Server, Linux, Active Directory, Virtualization
- Networking: TCP/IP, DNS, DHCP, VPN, Active Directory
- Programming Languages: HTML, CSS, JavaScript, SQL
- Helpdesk Software: ServiceNow, Zendesk, Jira, Freshdesk, Salesforce,ZOHO,ConnectWise, ManageEngine Plus
- Internet Browser Support: Google Chrome, Mozilla Firefox, Microsoft Edge, Safari, Brave
- Remote Desktop Tools: TeamViewer, RDP, Real VNCViewer,Any desk, Ultra viewer, Quick assist
- Productivity Suites: Microsoft Word, Excel, PowerPoint, Outlook, Office 365 Administration
- Collaboration Tools: Microsoft Teams, Zoom, Slack, Webex
- Security Tools: Antivirus, Firewall, Intrusion Detection System (IDS), Security Audits
- Other Tools: SharePoint, Power BI, MDM, Citrix, Autosys
- Documentation: Knowledge base management, Documentation,Standard Operating Procedure
- Reporting: reporting incidents, Creating User Manuals
- Skill Matrix: Joseph Adegboye
- Skill/Experience Area
- Proficiency Level
- Years of Experience
- Comments
- Help Desk Support
Remote support
Ticket management
VPN configuration
Software installation
Network configuration
Wireless networking
Windows 10
Incident reporting
Data collection
Security protocols
Application support
Telecommunications
Email administration
Printer support
Troubleshooting
Hardware diagnostics
Backup and recovery
Mobile device support
Server maintenance
VoIP systems
Data recovery
ITIL framework
Scripting languages
System administration
Hardware configuration
Virtualization technologies
Backup procedures
Technical requirement documentation
Operating systems
Cloud-based application support
Remote problem resolution
Software rollouts
Active directory
Customer service
Active listening
Verbal and written communication
Decision-making
Desktop support
Data entry
Product troubleshooting
Technical issues analysis
Product knowledge
Service support
Issue troubleshooting
Technical troubleshooting
Analytical thinking
Network diagnostics
Customer service expert
Hardware troubleshooting
Appointment scheduling
Ticket support system management
Microsoft outlook
Complaint resolution
Application installations
User support
LAN/WAN
Call center operations
Hardware upgrades
Customer success management
User credential management
TCP/IP
Performance testing
Technical support
Account management
Software diagnosis
System diagnostics
Systems analysis
Business development
Microsoft office specialist (MOS) expert
Staff education and training
Account updating
Information protection
Issue escalation
Technical documents comprehension
Accomplishments
- IT Service Management Service/Support Desk Manager - SFE043
Certification
A+, N+, S+ | CCNA | Certified Ethical Hacker [EC-council] | Certified Network Defense Architect [EC-council | Cloud Computing Fundamentals -IBM | Computer Hardware Basics – Cisco | Critical Infrastructure Protection Fundamentals – OPSWAT Academy | Cybersecurity Fundamentals – IBM | Diploma in Project Management [London Academy Business School] | Explorations Into Mindfulness -IBM | IT Essential [Cisco netacad] | Job Application Essentials – IBM | MSCE | Managed Client Support Technician [ESET Certification] | Managed Service Support Specialist [ESET Certification] | Sales Technical Professional [ESET Certification] | ISO/IEC
Work Preference
Work Type
Full TimePart TimeContract WorkInternshipGig WorkWork Location
HybridRemoteOn-SiteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPaid time offWork from home optionStock Options / Equity / Profit Sharing401k matchPaid sick leaveHealthcare benefitsPersonal development programsTeam Building / Company Retreats4-day work weekTimeline
Technical Support Associate - Tushaum Enterprise INC
06.2024 - Current
System Administrator - Pinecrest Queensway Community Health Centre
06.2022 - 06.2024
- ESET CYBERSECURITY
10.2016 - 05.2022
Nasarawa State University - Masters, computer science
Assam Don Bosco University - Masters in business administration, – General Management
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