Seun Balogun

Ontario· CA· N3H 0A6 · seun@seunb.com ·

A technical support engineer with over 7 years of experience in technical support, end-user support, troubleshooting and system administration. Skilled in resolving issues with diagnostic tools and simulating client-reported problems to identify root causes, while providing 24x7 support with cross-functional teams.
Strong background in user administration, automation, delivering reliable IT solutions that drive operational efficiency. Achieved 99.9% uptime SLA and boosted availability by 15% using self-healing scripts and proactive monitoring. Open-source contributor, passionate about sharing insights into cloud and infrastructure best practices

Experience

Senior Technical Support Engineer

AAT Technologies
IT services and consulting firm offering cloud, cybersecurity and managed support solutions.

• Technical Support: Provided technical support by diagnosing issues in test and production environments, resolving root causes, and logging interactions in line with ITIL standards for easy tracking and SLA compliance.
• Customer service: Handled escalated issues with a calm, solution-focused approach, ensuring user satisfaction.
• System Administration: Managed user identities and access across Azure AD and on-prem Active Directory, including Office 365 administration, group policies, and mobile device management through Intune and other endpoint solutions.
• Performance Monitoring: Implemented self-healing and monitoring systems using Datadog, configured webhook listener with Node.js, integrating recovery scripts triggered by webhooks to ensure system stability and minimize downtime.
• Incident Resolution: Diagnosed and resolved production incidents, provided 24/7 support for critical systems.
• Technical Documentation: Authored and maintained clear technical documentation and guides for business continuity.
• System Maintenance: Planned and carried out routine updates, patching, and backups on servers and endpoints to maintain system reliability, security, and regulatory compliance.
• Operational Leadership: Led daily support operations, delegated tasks, and ensured SLA targets were consistently met.
• End-User Training: Delivered security awareness briefings, educating users on phishing, password hygiene, and safe browsing.
• User Feedback: Conducted follow-ups post-resolution to ensure satisfaction and uncover recurring issues.
• Managing Projects: Tracked project milestones, ensured resource alignment, and communicated progress to stakeholders.

April 2023 - Present

Technical Support Engineer

First City Monument Bank
African commercial bank offering retail, corporate, trade finance and investment banking services.

• Performance Monitoring: Integrated compute instances for the core banking app into Datadog to improve performance tracking, facilitate service availability and fault detection. Automated movement of application logs using Bash scripts, for streamlined log management.
• Customer service: Maintained clear communication with users throughout issue resolution to build trust and transparency.
• System Security: Automated hardening of Windows and Linux servers with Ansible tower to ensure compliance.
• Technical Support: Provided first- and second-level support across Windows, Linux, and cloud platforms.
• Operational Leadership: Mentored junior team members and promoted a culture of knowledge sharing.
• Incident Resolution: Investigated, troubleshot, and resolved infrastructure issues, responded to incidents, conducted post-incident analysis.
• System Maintenance: Maintained cloud and on-prem servers for applications that serve over a million customers.
• Technical Documentation: Created step-by-step guides and troubleshooting manuals for standard operating procedures.
• User Feedback: Conducted follow-ups post-resolution to ensure satisfaction and uncover recurring issues.
• End-User Training: Delivered one-on-one and group training on system usage, new tools, and security practices.
• Projects Management: Coordinated IT support efforts during server upgrade projects to minimize downtime.

Nov 2017 - Mar 2023

Technical Support Engineer

Blueprint Business Technology
ICT solutions company offering enterprise IT infrastructure and managed services.

• System Administration: Built and set up scalable servers with VMware vCenter, set up secure SSH and storage connectivity on Linux machines.
• Customer Service: Delivered prompt support to end-users, ensuring high satisfaction and timely issue resolution.
• System Maintenance: Conducted preventative maintenance to reduce system failures and extend hardware lifespan. Developed and automated repetitive tasks using Bash scripting. Configured and managed Cronjobs for automating periodic script execution.
• Technical Support: Resolved escalated technical issues, coordinating with vendors and internal teams when needed.
• Performance Monitoring: Monitored disk usage, memory utilization, and CPU loads to proactively address performance bottlenecks.

Sep 2015 - Oct 2017

Education

Conestoga College

Renewable Energy Techniques

Honor List

..

University of Ado Ekiti

Bachelor of Engineering - Electrical Electronics Engineering

Major: Computer applications and architecture
Computer Engineering
Introduction to Digital communications.

..

Skills

Competencies & Tools

• IT Support & Helpdesk: Technical Support & Troubleshooting, Helpdesk Support, user administration & IAM, Ticketing systems, SLA adherence, On-call support and escalation, hardware maintenance.
• System Administration: OS support, Active Directory, Office 365, VMware, Remote Desktop, printer management. AWS & Azure cloud administration, SQL database, PDQ Deploy, Microsoft Intune, data backup & recovery, enterprise storage solutions, SAN, iSCSI, endpoint & mobile device management.
• Incident & Change Management: ITIL, IMS Cloud, ServiceNow, Jira, Zendesk, Spiceworks, Integrify, ServiceDesk Plus.
• Scripting & Automation: Bash, PowerShell, Ansible.
• Networking: TCP/IP, DNS, LAN, DHCP, VPN, SSH, Firewall Rules.
• Monitoring & Self-healing: Grafana, App Dynamics, Automated healing with Datadog.
• Productivity & Collaboration: Microsoft Teams, Slack, Zoom, Jira, Confluence.
• Documentation & Knowledge Sharing: Creating technical documentation, knowledge bases, team information sharing.
• Customer Service & Communication: Responsive support, clear communication, empathy, customer satisfaction.
• Leadership & Mentorship: Guiding teams, mentoring peers, and fostering collaboration to achieve support goals.

Interests

Outside official engagements, I am a tech blog writer with a passion for guiding tech enthusiasts and sharing knowledge. I focus on translating real-world deliverables into practical advice, helping those who aim to implement similar solutions and navigate their own tech challenges. My writing provides insights and strategies to support both learning and application in the tech field. Feel free to explore my blog.

When indoors, I enjoy watching football matches, sci-fi films as well as current news events. I also dedicate much of my free time to exploring the latest advancements in technology.

Certifications & Recognition

  • Information Technology Infrastructure Library (ITIL V4)
  • International Project Management Professionals (IPMP)
  • Commended by the management of a top-tier bank for exceptional support, recognized for consistently going beyond the call of duty to resolve critical issues, deliver intelligent solutions, and exceed service expectations.