Bukayo Abalo
Brooklyn
Summary
Results-driven IT Support Engineer with over 5 years of experience delivering Tier 1-2 desktop and technical support in enterprise Windows environments. Expertise in troubleshooting hardware, software, and network issues, both remotely and on-site. Proficient in Active Directory, Microsoft 365, and ticketing systems like ServiceNow and ConnectWise, focused on optimizing uptime and ensuring user satisfaction.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
System Engineer
W. O'Donnell Consulting Inc.
New York
01.2025 - Current
- Managed 25–40 weekly technical incidents using ServiceNow and ConnectWise, meeting SLA targets with average resolution times of 2–4 hours.
- Provide Tier 2 desktop and technical support for enterprise users across Windows environments, diagnosing and resolving complex hardware, software, VPN, and network connectivity issues both remotely and on-site
- Support Windows 10/11 systems, including configuration, updates, and performance troubleshooting
- Diagnose and resolve issues related to Microsoft 365 applications (Word, Excel, PowerPoint, Outlook), VPN connectivity, and system performance
- Deliver walk-up and remote user support, ensuring timely issue resolution and high levels of customer satisfaction
- Proactively monitored enterprise IT environments using Datto RMM, identifying and resolving system issues before escalation and reducing end-user downtime.
- Serve as primary point of contact for third-party vendors, coordinating issue resolution and system upgrades with minimal disruption
- Installed, configured, and deployed desktops and laptops using Intune, Autopilot, and remote management tools within hybrid enterprise environments
- Performed root cause analysis for recurring technical incidents and implemented long-term solutions that improved system stability and reduced repeat support requests.
Associate System Engineer
W. O'Donnell Consulting Inc.
New York
09.2024 - 01.2025
- Administered Active Directory user accounts, access controls, and group policies, enhancing secure onboarding and system access management.
- Administered Active Directory user accounts, access controls, and group policies to support secure and efficient onboarding, authentication, and system access management.
- Documented incidents, troubleshooting steps, and technical resolutions in ticketing systems, facilitating knowledge sharing and increasing support efficiency.
Information Technology Support Specialist I
Mutual Benefit Life Assurance PLC
Nigeria
05.2019 - 08.2022
- Delivered Tier 1–2 desktop support for end users, resolving Windows OS, Microsoft 365, printer, VPN, and network connectivity issues, minimizing downtime and enhancing user productivity
- Deployed and configured desktops and laptops using Intune, Autopilot, and RMM platforms, streamlining device provisioning and onboarding for improved operational efficiency
- Supported iOS and Android mobile devices, troubleshooting email, connectivity, and device access issues, ensuring seamless remote access for enhanced user experience
Education
Bachelor of Science - Computer Science
Yaba College
Nigeria 09.2014 - 09.2018
Some College (No Degree) - Cyber Security Training
Per Scholars
New York 05.2025 - 04.2026
Skills
- Operating Systems: Windows 10, Windows 11, Windows Server
- Microsoft 365 suite
- Scripting & Automation: PowerShell
- Virtualization technologies
- Security management tools
- Network protocols
- Support management tools
Technical Projects
- Automated repetitive administrative tasks using PowerShell scripts to improve support efficiency and reduce manual workload.
- Assisted with endpoint deployment and configuration initiatives using Intune and Autopilot within enterprise environments.
- Supported vulnerability remediation and patch management projects to improve endpoint compliance and strengthen organizational security posture.
Certification
- CompTIA Security+ ce, 11/01/25
- CompTIA Security Analytics Professional (CSAP), 11/01/25
- Cisco Endpoint Security, 09/01/24
- Forage Mastercard Cybersecurity Job Simulation - Sep 2024, 09/01/24
- CompTIA CySA+ ce, 08/01/24
- Cisco Cybersecurity Essentials, 06/01/24
Timeline
Some College (No Degree) - Cyber Security Training
Per Scholars
05.2025 - 04.2026
System Engineer
W. O'Donnell Consulting Inc.
01.2025 - Current
Associate System Engineer
W. O'Donnell Consulting Inc.
09.2024 - 01.2025
Information Technology Support Specialist I
Mutual Benefit Life Assurance PLC
05.2019 - 08.2022
Bachelor of Science - Computer Science
Yaba College
09.2014 - 09.2018