HENRY AKINGBOJU
Problem Management & IT Support Professional
PROFESSIONAL SUMMARY
Problem Management & IT Support Professional with 4+ years of experience resolving complex
technical issues, analyzing recurring incidents, and supporting ITIL-driven operations. Skilled in
root cause analysis, incident trend analysis, and creating permanent fixes and workarounds to
reduce service disruptions. Strong background in system administration, networking, and
compliance, with proven ability to collaborate across ITSM teams and maintain high-quality
documentation..
CORE SKILLS & TOOLS
Problem Management & ITSM: Root Cause Analysis (RCA), Incident Trend Analysis, Known Error
Management, Workaround Development, ServiceNow, ITIL Framework
Infrastructure & Systems: Windows Server, Active Directory, Group Policy, Hyper-V, Intune,
VMware, Kubernetes
Networking: TCP/IP, DNS, DHCP, VoIP, VPN, Firewalls
Cloud & Security: Azure, AWS, M365, SIEM concepts, Splunk, Nessus, Wireshark, OSINT
Tools: Jira, ServiceNow, LogicGate, BitLocker, Office 365
Scripting: PowerShell, Bash
Documentation: Knowledge Base Articles, Technical Reports, RCA Documentation
Technical Support: Hardware/software troubleshooting, Imaging, Device Setup
PROFESSIONAL EXPERIENCE
Technical Support Representative Rogers Communications | Barrie, ON (Apr 2024 Feb
2025)
Identified patterns in escalated incidents and proposed problem records, leading to
creation of long-term fixes for modem resets, signal drops, and provisioning failures.
Developed and documented workarounds and permanent solutions used by Tier 1
teams to reduce handling time and improve first-call resolution.
Maintained detailed ticket documentation in line with ITIL incident and problem
management workflows.
Collaborated with network engineering and backend operations to resolve systemic
issues and validate fix implementations.
Volunteer Digital Support Technician CCC Throne of Mercy Parish | Georgetown, ON (Sept
2023 Mar 2024)
Configured and maintained computers, printers, Wi-Fi connectivity, and basic network
security controls.
Improved system reliability by documenting common faults and applying preventive
measures
Created and maintained a small known error and workaround repository for staff to support
recurring software and connectivity issues.
GRC Analyst (Governance, Risk & Compliance) MedSure HealthTech Solutions | Sydney,
Australia (Jan 2022 Jul 2023)
Supported root-cause investigations for compliance deviations, data handling issues, and
process breakdowns as part of ISO 27001 and HIPAA-aligned operations.
Assisted risk assessments and vendor compliance reviews using tools such as Logic Gate.
Maintained and tracked risk register items including mitigation actions and reporting.
Collaborated with engineering, IT operations, and compliance teams to address corrective
actions and validate remediation.
Documented audit findings, controls, mitigation steps, and contributing factors with
exceptional detail.
IT Support Technician Prestige Computers | Lagos, Nigeria (Feb 2019 Dec 2021)
Troubleshot and resolved recurring hardware, OS, and network issues for SMB clients while
identifying underlying causes and preventing repeat service calls.
Installed and configured workstations, servers, and networking equipment.
Assisted in creating structured troubleshooting steps and root-cause notes for internal
technicians
Performed OS deployments, malware removal, and data backup.
EDUCATION
Diploma Information Technology: Infrastructure, Cloud & Cybersecurity, triOS College
Bachelors (LLB)- Law: Adekunle Ajasin University Akungba (2019)
CERTIFICATIONS
CompTIA A+
CompTIA Security+
