Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Gabriel Fagbamila

Dallas,TX

Summary

Experienced IT professional with a strong background in delivering comprehensive technical support and implementing innovative solutions. Recognized for exceptional collaboration skills and consistent achievement of desired outcomes in fast-paced and dynamic environments. A reliable team player, excelling in problem-solving and readily adapting to evolving technology requirements.

Overview

10
10
years of professional experience
1
1
Certification

Work History

IT Support Engineer

AMAZON
05.2022 - Current
  • Collaborated cross functionally to implement system upgrades and enhancement, resulting in a 20% improvement in system performance
  • Contributed to talent development and coaching for a team of 16, resulting in improved performance and skill development
  • Conducted advanced troubleshooting of endpoint management tools like Intune and JAMF, Kibana, Elastic
  • Delivered end-user training on new technologies, increasing adoption rates among employees.
  • Developed customized scripts to automate repetitive tasks resulting in increased efficiency within the IT department.
  • Monitored system performance to identify potential issues.
  • Generated reports to track performance and analyze trends.
  • Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
  • Identified and executed 15 opportunities for process automation, resulting in 35% increase in efficiency
  • Led technical support for 3000+ end-users, resolving hardware, software and network related issues with a 94% resolution rate within 24 hours
  • Played a pivotal role in troubleshooting and remediating 5+ major incidents, minimizing impacts on operations
  • Administered and managed over 5000 workspaces.
  • AV room support, optimizing virtual work environments and audiovisual resources.
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.

Senior Service desk analyst

Tech Mahindra (Applied Materials)
06.2021 - 04.2022
  • Managed user accounts, security permissions and group policies within Active Directory for 1000+ users
  • Documented all system failures and procedures to get issues fixed for future reference
  • Directed on-call escalation support for 10 + IT service teams, ensuring timely resolution of critical issues
  • Provided robust support for 500+ MacBook systems in enterprise environments, ensuring seamless operations

Technical Support Tier 2

The Results company
04.2018 - 06.2021
  • Performed on-site support for hardware installations and upgrades, ensuring minimal disruption to business operations
  • Managed a help desk queue of 100+ tickets per day, prioritizing and resolving issues efficiently
  • Conducted root cause analysis for recurring issues, leading to the implementation of proactive solutions and a 15% decrease in ticket volume

Technical Support

Quantum Basics
11.2014 - 07.2017
  • Deployed and maintained over 300 desktop systems and windows laptops
  • Weekly backup of data, antivirus and malware removal

Education

Bachelor of Science - Information And Communication Technology

Crawford University

Skills

  • Active Directory and Exchange server administration
  • Network Troubleshooting
  • VoIP Systems
  • Performance Testing
  • User credential management
  • Virtualization Technologies
  • Operating systems: Windows, macOS, Linux
  • Command line tools
  • SCCM
  • Elasticsearch
  • IT Asset Management
  • Data Backup and Recovery
  • Remote Desktop Support

Certification

  • CompTIA A+
  • CompTIA Security +
  • AWS cloud practitioner

Timeline

IT Support Engineer

AMAZON
05.2022 - Current

Senior Service desk analyst

Tech Mahindra (Applied Materials)
06.2021 - 04.2022

Technical Support Tier 2

The Results company
04.2018 - 06.2021

Technical Support

Quantum Basics
11.2014 - 07.2017

Bachelor of Science - Information And Communication Technology

Crawford University

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Gabriel Fagbamila