Adeusi Oluwafemi

IT End User Support and Infrastructure Professional with over four years of experience delivering 1st, 2nd and 3rd line support across enterprise and managed service environments. Experienced in incident management, infrastructure support, Microsoft 365, Azure, Windows Server and networking, with proven ability to troubleshoot complex issues, manage SLA-driven incidents, document solutions and collaborate with users, vendors and technical teams, and skilled in identity and document verification.

Technology Customer Support Analyst at Ballys Intralot (2024-09 – Present)

• Deliver Tier 1/2 technical support across distributed environments via chat, email and phone, troubleshooting user access, connectivity, applications, devices and enterprise services.
• Verify customer identity and account documentation, and support account reactivation cases involving self-exclusion, GamStop and responsible-gaming procedures in line with established policies.
• Investigate incidents using structured diagnostic approaches, maintain accurate records and apply effective triage and escalation to support timely resolution.
• Create clear incident and knowledge documentation, improving first-contact resolution and reducing repeat incidents through consistent troubleshooting practices.

Information Technology Field Engineer (Contract) at Axis IT Services Ltd (2025-02 – Present)

• Deliver remote and on-site technical support across multiple client environments, diagnosing and resolving network, connectivity, hardware and application issues to minimise downtime and service disruption.
• Liaise with clients, vendors and internal technical teams to understand requirements, coordinate technical activities and provide clear updates on incidents, projects and implementations.
• Coordinate site visits and project activities while maintaining accurate technical documentation, implementation records and process updates to support consistent and effective service delivery.

Senior IT Specialist at Alonge Law Firm Inc. (2023-02 – 2024-09)

• Managed Microsoft 365 and Azure environments, including identity, access and MFA, while investigating issues across cloud and on-premises systems.
• Supported onboarding, offboarding, device lifecycle management, system configuration, updates and security hardening.
• Created technical documentation and knowledge articles, and centralised identity management through Entra ID to improve onboarding and access control.

Regional IT Infrastructure Engineer at Heritage Bank Limited (2020-01 – 2022-09)

• Managed network and server infrastructure across 14 branch locations, investigating firewall, connectivity, performance, backup and availability issues.
• Delivered on-site and remote support for business-critical systems and maintained secure, reliable service availability across multiple locations.
• Led infrastructure upgrades and supported system migration projects, including backup implementation and data integrity activities.

MSc in Network & Security – Staffordshire University (2022 – 2024)

BSc in Computer Science – Olusegun Agagu University of Science and Technology (2013 – 2019)