Ayoola Olatoye
Houston,TX
Summary
Dynamic IT Support Technician with a proven track record at Wipro, excelling in device configuration and incident management. Adept at training users and enhancing customer support, I effectively resolved issues while ensuring compliance with SLAs. Strong problem-solving skills and attention to detail drive my commitment to delivering exceptional end-user experiences.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Desktop Support Engineer
Wipro
Houston, TX
12.2022 - Current
Provided end-user support through device configuration, deployment, and troubleshooting client issues.
Logged and tracked incidents via ServiceNow, ensuring timely resolutions and adherence to SLA.
Managed device deployment, joined systems to domain, and assigned computers to appropriate OUs.
Handled driver updates, user permissions, password resets, and patch management efficiently.
- Collaborated with IBM on warranty claims, repairs, and parts replacement for devices.
- Assisted onboarding processes by ensuring functional devices and guiding users through orientation.
- Conducted follow-ups with offboarding employees to retrieve company-assigned devices.
Trained users on resolving minor IT issues independently before escalation.
IT support Teachnician
Modis
Indianapolis, Indiana
08.2022 - 12.2022
- Provided end-user support including system installations, configurations, and troubleshooting.
- Logged incidents/tasks in ServiceNow; ensured timely updates and SLA adherence.
- Managed deployment of devices joined systems to domain and assigned appropriate OUs.
- Managed, installed and deployed MacBook to VIP users
- Enabled secure network access using Zscaler, provisioned loaner devices for hardware failures.
- Handled driver updates, user permissions, password resets, and patch management.
- Ensured readiness of meeting room technology for executive use.
- Conducted user training and maintained desktop hardware inventory.
IT support lead
Nigerian Bottling Company. Coca-Cola
Lagos Nigeria, Lagos Nigeria
08.2014 - 03.2020
- Delivered enterprise IT support across Lagos and Western Nigeria regions.
- Managed deployment of HHTs for sales and SAP integration.
- Led Office 365 and Intune rollouts; conducted asset audits and policy reviews.
- Monitored ticket escalations via ServiceNow, ensuring SLA/OLA compliance.
- Coordinated LAN/WAN projects and minimized network downtime.
- Mentored team members provided leadership in IT initiatives and regional support.
- Administered Active Directory, Group Policies, and BitLocker encryption.
- Configured VPN, VoIP, and video conferencing platforms.
- Led Windows 10 migrations, managed OneDrive/SharePoint rollouts, and provided critical period-end support.
Education
Master of Science - Human Resources Management
Ladoke Akintola Univseristy
Lagos Nigera01-2015
Skills
- Device configuration
- Incident tracking
- User training
- Customer support
- IT asset management
- Vendor collaboration
- Help desk operations
- Technical documentation
- Problem solving
- Attention to detail
- Effective communication
- Team collaboration
- Time management
- Video conference support
- End user support
- Operating systems
- Remote diagnostics
- Help desk experience
- Remote desktop support
- Asset management
- Technical support
- Windows operating system
- Ticketing system proficiency
- Troubleshooting and Diagnostics
- Printer and peripheral support
- Hardware installation
- Active Directory management
- Incident management
- Hardware diagnostics
Certification
- AWS Certified Cloud Practitioner – 2023
- Microsoft Certified: Windows 11 Enterprise Desktop Support Technician
- ITIL v3 Foundation Certified
- ITIL Service Strategy Management
- Prince2 Foundation – PM4Success
- COMPTIA Certified
Timeline
Desktop Support Engineer
Wipro
12.2022 - Current
IT support Teachnician
Modis
08.2022 - 12.2022
IT support lead
Nigerian Bottling Company. Coca-Cola
08.2014 - 03.2020
Master of Science - Human Resources Management
Ladoke Akintola Univseristy