Toluwa Stephen AdebayoIT Operations & Technical Support
Own the issue. Explain the next step. See it through.
100–150support requests handled weekly
3 locationssupported at Pilot Finance
12IT and security procedures implemented
200+employees trained across career roles
01 / SELECTED WORK
From the first support request to the final handover.
Six career case studies across infrastructure, security, service delivery and operational improvement.
01 / INFRASTRUCTURE DELIVERY
A connected workplace across three buildings
Harvestfield Industries · via TranterIT · 2025
Designed and delivered a structured enterprise network with wired, wireless and voice services, from site survey through operational handover.
≈120 users / 6 floors
Read the case study
Context
The organisation needed its first structured enterprise network across three two-floor office buildings, with reliable connectivity, central security, wireless access and IP telephony.
My contribution
I handled approximately 95% of technical delivery: requirements, site survey, design, bill of quantities, equipment selection, vendor coordination, cabling supervision, configuration, testing, documentation, user training and handover.
Approach
Implemented the firewall, core/access switching, VLANs, inter-VLAN routing, wireless SSIDs, guest access, VoIP and associated services. Coordinated approximately seven vendors and 15 technicians. When construction activity damaged installed cabling, I met with the client project coordinator to realign contractor schedules and avoid further clashes.
Outcome
Connected approximately 120 users with coverage across six floors, 120 network points, six switches, 12 access points, one firewall and 32 IP phones. The reported project value was ₦15–20 million; core implementation took 6–8 weeks and finished within the agreed budget and timeline.
What this demonstrates
Infrastructure delivery depends on coordination as much as configuration. A clear work sequence and handover plan reduce rework and make the finished environment supportable.
Financial-services environment · Oct 2025–Jul 2026
Introduced endpoint protection, encryption and mobile management, with user access and operational procedures to support daily administration.
25 laptops / 4 mobiles
Read the case study
Context
A small financial-services organisation needed a consistent approach to protecting corporate devices and supporting colleagues across offices and remote locations.
My contribution
I recommended and introduced the endpoint-security deployment, configured protection and encryption policies, and managed device security and employee access. Compliance work was shared with the Compliance Officer.
Approach
Deployed Sophos protection and centrally managed BitLocker-based encryption to 25 laptops, with recovery-key management and compliance monitoring. Enrolled four smartphones in Sophos Mobile. Administered access, MFA and collaboration controls for 27 Zoho accounts. Translated technical needs into management recommendations and staff guidance.
Outcome
All 25 laptops were placed under centralised encryption management. The broader endpoint-security recommendations were implemented within about 20 days of approval, according to my career account. Operational support was reinforced by documented procedures and awareness sessions.
What this demonstrates
A deployed security tool is only useful when policies, ownership, recovery procedures and user communication are maintained alongside it.
Support that stays with the user through resolution
Pilot Finance Ltd. · Oct 2025–Jul 2026
Combined hands-on troubleshooting with prioritisation, updates, documentation and follow-up across a broad internal support workload.
100–150 requests / week
Read the case study
Context
Support covered 30+ employees across three offices and six fully remote colleagues, including devices, business applications, collaboration tools, accounts and connectivity.
My contribution
I owned the support lifecycle from initial contact and diagnosis through resolution, documentation and vendor escalation, while leading one direct report.
Approach
Prioritise by business impact and urgency; ask focused diagnostic questions; keep users informed; record the action and outcome; confirm the original task works before closing. Standardise repeat work through support, access, onboarding, backup and incident procedures.
Outcome
Reported workload was approximately 100–150 requests weekly. Critical requests typically received a response within 15 minutes and were commonly resolved in 1–2 hours, depending on complexity. I reported approximately 10% improvement in support performance following endpoint deployment and workflow improvements.
What this demonstrates
Response time alone does not define good support. Users also need ownership, clear next steps and confidence that the issue is resolved.
Supported a busy hospitality environment with wireless improvements, failover connectivity and a move toward a more reliable hosted system.
400+ network users
Read the case study
Context
The resort supported 120–150 employees and 400+ network users across offices, guest areas, lounges and staff quarters. Service interruptions affected daily operations and guest connectivity.
My contribution
As the senior IT professional reporting to the General Manager, I handled IT operations, network improvements, budgets, technical advice and support.
Approach
Improved wireless coverage, introduced captive-portal bandwidth management, and used router/ISP failover during disruption from lightning strikes. Recommended a shift from a self-hosted system to a cloud-hosted platform.
Outcome
My career account reports approximately 99% service availability over two years following the hosting change, compared with recurring outages in the previous setup. This is a reported operational estimate, not an independently audited SLA.
What this demonstrates
Continuity planning should account for power, equipment and provider failures as well as application availability.
Make recurring work repeatable—and spending defensible
Pilot Finance Ltd. · Oct 2025–Jul 2026
Turned repeat IT activities into documented procedures and supported procurement decisions through supplier comparison.
14 authored / 12 implemented
Read the case study
Context
An independently owned IT function needs clear procedures, consistent approvals and a defensible basis for equipment and service purchases.
My contribution
I personally authored support and security documentation, compared quotations, negotiated with vendors and presented recommendations to management.
Approach
Documented support, acceptable use, security, access, passwords, data protection, remote work, incident response, backup, disaster recovery, asset management and onboarding/offboarding. Also drafted business-continuity and BYOD policies, which were awaiting approval at the time of reporting. Compared equipment and VoIP suppliers against needs and commercial terms.
Outcome
Twelve of 14 procedures were approved and implemented at the time of reporting. Vendor comparison and negotiation contributed to approximately 12% annual equipment-cost savings. Across career roles, I have trained more than 200 employees in nine formal sessions.
What this demonstrates
A document needs an owner, approval status and operational use. A purchase needs a clear requirement and supportable commercial rationale.
Contributed to recovery from an electrical-overvoltage outage affecting multiple faculties shortly before semester examinations.
Connectivity restored in 36 hours
Read the case study
Context
The campus network was provisioned for approximately 7,000–10,000 users. An electrical-overvoltage event disrupted multiple faculties two days before examinations.
My contribution
I was one of three network engineers within a wider 17-person IT team. The recovery was a team result, not an individual delivery claim.
Approach
Worked with the team on diagnosis and restoration across the affected network environment, supporting network equipment, routing, switching and wireless services.
Outcome
The team restored connectivity within 36 hours, according to my career account, helping the institution prepare for the examination period.
What this demonstrates
During a widespread outage, coordination, business priorities and disciplined restoration matter as much as individual troubleshooting skill.
Career case studies and figures are based on my supplied CV and career account. Approximate figures are estimates, not independently audited results. Demonstration samples are identified separately and contain no client records.
02 / EXPERIENCE
A career built around keeping people working.
IT experience since 2018, across financial services, hospitality, business services, education and consulting. My work combines practical troubleshooting with operational ownership, vendor coordination and user communication.
Dates reflect my supplied CV and employment-date correction of 26 October 2026. Hybrid, project and part-time roles overlap; they are shown as separate engagements rather than added together as years of experience.
Oct 2025 – Jul 2026 Lagos, Nigeria
IT Support Manager
Pilot Finance Ltd.
Owned day-to-day IT support, infrastructure, endpoint security, user access, licensing, procurement and vendor coordination; led one direct report.
Handled approximately 100–150 support requests weekly for 30+ employees across three offices, including six fully remote colleagues. Typical critical response was within 15 minutes, with resolution commonly taking 1–2 hours depending on the incident.
Introduced Sophos endpoint protection and centralised encryption across 25 laptops; managed four smartphones through Sophos Mobile and administered 27 Zoho business accounts.
Authored 14 IT/security procedures, with 12 approved and implemented at the time of reporting. Supplier comparison and negotiation contributed to approximately 12% annual equipment-cost savings.
Jun 2025 – Dec 2025 Project engagement
Network Infrastructure Project Consultant
Harvestfield Industries, via TranterIT
Led approximately 95% of technical delivery for an enterprise network across three buildings and six floors, serving approximately 120 users.
Delivered six switches, 12 access points, one firewall, 32 IP phones and 120 network points; coordinated approximately seven vendors and 15 technicians.
Owned requirements, survey, design, equipment selection, configuration, testing, documentation and handover. Core implementation took 6–8 weeks within the broader engagement.
Dec 2023 – Present Hybrid
IT Support Manager
Crown City Resort
Lead IT operations for 120–150 employees in an environment serving 400+ network users, with more than 50 computers and connectivity across guest and operational areas.
Improved wireless coverage, introduced captive-portal bandwidth management and used router/ISP failover to sustain service during disruption.
Recommended the move from a self-hosted system toward a cloud-hosted platform; reported approximately 99% service availability over two years.
Feb 2024 – Oct 2025 Hybrid
IT Support Officer
Doculand Business Solution
Provided hardware, software and network support; managed onboarding, offboarding, backups, accounts, licences, remote troubleshooting, user training and support documentation.
May 2023 – Nov 2023 Ibadan, Nigeria
IT Support Specialist
International Psychometric Centre
Supported users, devices, software and networks; maintained asset records and contributed to information security, incident response and staff awareness.
Aug 2022 – Apr 2023 Remote
IT Consultant / System Analyst
Kunliano Enterprise
Provided remote technical support, system deployment, troubleshooting, customer coordination and security-practice guidance.
Sep 2018 – Aug 2022 Owo, Nigeria
Network Engineer
Rufus Giwa Polytechnic — Directorate of ICT
Worked as one of three network engineers within a 17-person IT team on a campus network provisioned for approximately 7,000–10,000 users.
Supported VLANs, routing, firewall and wireless services. Contributed to a team recovery that restored connectivity within 36 hours after an electrical-overvoltage outage shortly before examinations.
Jul 2020 – Present Part-time, remote; dates from supplied CV
Product Tester
Infinix Nigeria
Tested device/software performance, stability and usability; documented bugs and contributed product feedback alongside primary IT roles.
03 / WORK SAMPLE LIBRARY
See how I think. See what I would deliver.
Open the full samples in your browser or download the individual PDFs. Each includes a practical scenario, a usable work product and clear acceptance criteria.
Demonstration sample • Synthetic scenario • Prepared with AI assistance for this portfolio; not a client deliverable or a record of a completed incident.
01
Windows & Microsoft 365 support
A complete sample ticket, diagnostic decision path, customer updates and closure criteria.
Windows, macOS and Linux support; Microsoft 365, Exchange Online, Teams, OneDrive, Google Workspace and Zoho; remote troubleshooting with TeamViewer and AnyDesk; ticketing with ServiceNow and Zendesk.
Identity & device operations
Active Directory, Group Policy, Microsoft 365 administration, Intune, Entra ID, onboarding/offboarding, permissions, licensing, MFA and employee access. Sophos endpoint protection, centralised encryption and Sophos Mobile.
Networking & security
Huawei and MikroTik environments; routing, switching, VLANs, firewall policies, VPNs, wireless, structured cabling and Grandstream VoIP. Practical use of Wireshark and Nmap; security triage and control evidence.
Delivery & documentation
Requirements, site surveys, bills of quantities, supplier comparison, vendor coordination, testing and handover. Support SOPs, knowledge articles, staff training, management updates and technical evidence for compliance colleagues.
Azure and AWS: foundational knowledge, not claimed production administration. Security-tool experience varies by product. Compliance work supports the responsible compliance team; this portfolio does not claim lead-auditor status or organisational certification.
05 / EDUCATION & DEVELOPMENT
Engineering foundations. Continuing development.
Computer Engineering
Higher National Diploma Rufus Giwa Polytechnic · 2015–2018
National Diploma Rufus Giwa Polytechnic · 2012–2014
Professional learning
Huawei HCIA Security / Datacom and Huawei Certified Academy Instructor (HCAI), as listed in my supplied CV.
Google Cybersecurity learning: Foundations of Cybersecurity; Play It Safe: Manage Security Risks; Connect and Protect: Networks and Network Security. The full certificate was in progress in my latest explicit status update.
English: professional working proficiency. Yoruba: native. Credential identifiers and current certification validity are not independently verified in this portfolio.
06 / WORKING TOGETHER
For your next hire. For your next project.
Employment opportunities
IT operations, senior technical support, service desk, infrastructure administration and endpoint-security roles. I also bring transferable strengths in customer support, technical writing and remote service coordination.
I’m seeking remote opportunities that support working from Lagos, Nigeria. Coverage hours, employment eligibility and start dates can be agreed during the hiring process.
Freelance engagements
Remote troubleshooting and ongoing user support.
Microsoft 365 / Zoho user and collaboration administration.
Endpoint, access and onboarding process improvements.
Network planning, configuration support and handover documentation.
Support SOPs, knowledge-base articles and employee training.
01 / Understand
Agree the business need, scope and required access.
02 / Deliver
Work through approved changes and communicate progress.
03 / Verify
Test the outcome, document it and hand over clearly.
