Abdul Rauf Adeyemi Adeniran
Summary
Experienced IT professional specialising in 1st and 2nd Line IT Support, adept at managing Windows 10/11 and Windows Server environments. Proficient in Microsoft 365 and Active Directory, with a strong foundation in networking protocols such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi. Committed to delivering exceptional customer support with a focus on continuous improvement and operational excellence.
Overview
8
8
years of professional experience
1
1
Certification
Work history
ICQA Associate
Amazon
09.2024 - Current
- Conducted investigations and performed root cause analyses to prevent recurrence of issues.
- Utilised enterprise systems and data validation tools to ensure operational data accuracy.
- Produced structured documentation and ticket reports detailing issues, actions, and resolutions.
- Communicated effectively with stakeholders, managing escalations with timely updates.
- Adhered to SLAs, SOPs, and compliance standards while ensuring high accuracy.
- Delivered customer-focused service through professional support and efficient issue resolution.
IT Service Desk Analyst
Ultralogic Venture, Minna, Niger State, Nigeria
Minna, Nigeria
01.2020 - 02.2023
- Delivered first-line IT support across enterprise environments, resolving hardware and software issues.
- Logged and prioritised incidents using ITSM tools (ServiceNow, Jira, Remedy, Freshservice) to meet SLA and KPI standards.
- Supported Windows 10/11, Microsoft 365, Active Directory, email services, and endpoint devices.
- Troubleshot network issues including VPN, TCP/IP, DNS, DHCP, Wi-Fi, and LAN/WAN connectivity.
- Conducted incident investigations and root cause analysis, escalating complex issues with documentation.
- Managed security and endpoint tools such as Microsoft Defender and Intune effectively.
IT Support Engineer
IBK Place, Minna, Niger State, Nigeria
Minna, Nigeria
01.2018 - 12.2019
- Resolved complex hardware, software, networking, and infrastructure issues in enterprise environments.
- Installed, configured, and supported Windows servers, Windows 10/11, and Microsoft 365.
- Troubleshot network infrastructure including LAN/WAN, VPN, and firewalls for optimal connectivity.
- Managed endpoint devices using Intune and Microsoft Defender to enhance security posture.
- Conducted incident investigations and root cause analyses, escalating issues as necessary.
- Maintained system documentation and knowledge base articles for operational continuity.
Education
B.Tech - Computer Science
Federal University of Technology
Minna, Niger State, NigeriaSkills
- 1st / 2nd Line IT Support
- Windows 10/11 & Windows Server
- Microsoft 365 & Active Directory
- Networking: TCP/IP, DNS, DHCP, VPN, Wi-Fi
- Endpoint & Security: Intune, Microsoft Defender, Patch Management
- Incident & Problem Management (ITIL, SLA, ITSM tools)
- Application & Infrastructure Support
- Documentation, Compliance (GDPR), and Customer Support
References
References available upon request.
Certification
Comptia Security A+
Timeline
ICQA Associate
Amazon
09.2024 - Current
IT Service Desk Analyst
Ultralogic Venture, Minna, Niger State, Nigeria
01.2020 - 02.2023
IT Support Engineer
IBK Place, Minna, Niger State, Nigeria
01.2018 - 12.2019
B.Tech - Computer Science
Federal University of Technology