• Provide tier-1 and tier-2 customer and technical support to users of a global technology service, resolving hardware, software, and connectivity issues efficiently. • Diagnose and troubleshoot endpoint devices, account access problems, and performance issues through remote support tools and secure systems. • Document issues and resolutions using the enterprise ticketing platform, ensuring accurate reporting and continuous improvement of technical knowledge bases. • Participate in structured technical training programs to stay current on evolving tools, technical support, and cybersecurity best practices.

• Deployed new laptops and desktops using Windows Autopilot, applying company images, required applications, and configuration profiles via Microsoft Intune to deliver a seamless out-of-box experience (OOBE) for users. • Configured and maintained peripherals including networked printers (via DNS/DHCP reservations) and scanners, resolving print queue issues and ensuring equipment availability during peak workloads. • Implemented an Azure Recovery Services Vault solution for Active Directory backups, enhancing off-site resilience and meeting ISO 27001 compliance standards. • Implemented Co-management (SCCM with Intune) to distribute updates and security patches, which ensured critical software was deployed on time across devices. • Created step-by-step deployment documentation and troubleshooting guides, which helped end users and fellow technicians follow consistent processes and reduced repeated support tickets volume by 30%. • Delivered short cybersecurity awareness sessions and Microsoft 365 best practices training for employees, strengthening the organization’s defenses against phishing attempts.

• Supported the deployment of endpoints across field and office locations by building devices with SCCM task sequences and Autopilot, preloading required applications and settings for end users. • Worked with the infrastructure team to enroll laptops and mobile devices into Intune, applying compliance policies, enabling remote wipe capabilities, and managing app protection for sensitive data. • Maintained Active Directory and Azure Entra ID environments: created and disabled accounts, applied GPOs, and troubleshot failed group policy updates. • Produced knowledge base articles and troubleshooting logs, documenting frequent fixes (e.g., printer driver issues, Intune enrollment errors, and SCCM client reinstallation) that were later used to train new IT staff. • Assisted the Microsoft 365 admin team with Teams deployment and SharePoint site setup, resolving sync and access issues for project teams working across multiple regions.

• Coordinated service delivery across West Africa, aligning equipment, personnel, and product availability to meet client demands while cutting costs through proactive resource planning. • Served as the point of contact during SAP ERP rollout by facilitating user training, coordinating system access, and providing technical support during transition phases. • Provided mentorship to junior engineers and specialists, promoting adherence to SLB’s operating procedures, standards and safety guidelines. • Created and implemented procedural templates in MS Word, workflow and operational guides, aligning site practices with corporate and external auditing requirements, reinforcing accountability and operational efficiency.