Fadipe John

Provided 1st and 2nd line technical support to end-users, ensuring timely resolution of IT issues. Managed user accounts, policies, and access controls via Active Directory and Entra ID. Diagnosed and resolved hardware, software, and network-related problems.

Monitored network traffic and systems for security events, utilizing monitoring tools to detect and take proactive measures. Enhanced network security through firewall rule configurations and least privilege access controls. Participated in incident response activities.

Provided on-prem and remote line support, triaging, and resolving IT issues. Assisted with user account management for over 200+ employees including password resets, and access permissions through Active Directory. Conducted deployment of applications, policies, and updates via Intune (Microsoft Endpoint) and GPO.

Managed help desk operations for incidents, faults, responses, and resolutions. Ensured compliance with SLAs, KPIs, and ITIL best practices for incident, problem, and change management. Engaged with vendors and third-party service providers to manage service contracts.

Fielded incoming support requests through various channels, including phone and email. Escalating complex issues to the appropriate team. Documented and tracked support requests, maintaining accurate and accurate records.

Completed a Master of Science degree focusing on Cyber Security. Studied advanced topics in cybersecurity, including network security, risk management, and incident response.