Evelyn Abuah

owins mills

Summary

IT Support and End User Computing (EUC) professional with 4+ years of experience delivering high-quality technical support, troubleshooting complex issues, and supporting end users in enterprise environments. Skilled in Microsoft 365 administration, remote/virtual workspace support, incident management, and device troubleshooting. Strong customer service focus with the ability to resolve desktop, application, and connectivity issues efficiently while meeting SLAs. Ready to contribute as a Desktop Support Lead in VDI and endpoint environments.

Overview

years of professional experience

Certification

Work History

Cyber Security Support Engineer / Pre-Sales Engineer

Tenece

01.2023 - Current

Delivered Level 2 technical support for enterprise applications and platforms, troubleshooting login issues, session problems, performance degradation, and access-related incidents.
Provided comprehensive end-user support for Microsoft Office 365 (Outlook, Teams, OneDrive, SharePoint) and collaboration tools.
Managed incidents and service requests, performing root cause analysis, documentation, and resolution within defined SLAs.
Supported remote and virtual users by troubleshooting connectivity, authentication, and application delivery issues.
Collaborated with infrastructure and engineering teams to escalate and resolve backend platform problems.

Technical Support Engineer

Tropical Agrix Resources

09.2020 - 09.2021

Provided hands-on desktop and application support, resolving hardware, software, operating system, and connectivity issues for end users.
Supported remote teams with collaboration platforms (Zoom, Microsoft tools) and ensured reliable endpoint performance.
Delivered excellent customer service through clear communication and proactive problem resolution.
Maintained accurate documentation of troubleshooting steps and solutions in ticketing systems.
Assisted with user onboarding, device configuration, and access management.

Education

Master’s - Cybersecurity

University of Fairfax

Virginia

Bachelor of Science - Food Science and Technology

The Bells University of Technology

Nigeria

12-2022

Skills

Desktop & Endpoint Support: Windows OS troubleshooting, Hardware/Peripherals, Mobile Devices, Application Support
VDI & Remote Support: Virtual Desktop troubleshooting, Remote Access, Session & Connectivity Issues
Productivity Tools: Microsoft Office 365 (Outlook, Teams, OneDrive, SharePoint), Zoom, Google Workspace
Device & Configuration Management: Endpoint setup, Software installation, Patching, User Access Management

Incident & Service Management: Ticketing systems, Log Analysis, Root Cause Analysis, SLA Management
Cloud & Security: Microsoft Azure, AWS, Identity & Access Management (IAM), Multi-Factor Authentication
Operating Systems: Windows, Linux (Administration & Troubleshooting)
Other: Technical Documentation, Training & Knowledge Transfer, Python/Bash scripting