SUMMARY:

• Seeking a challenging position that utilizes my IT, problem solving, teamwork and user support skills towards business growth and for my career development. I am highly organized with the ability to multitask.

• Active Directory User Management and Certificate Services
• Group Policy Management
• Network and File services Management
• Windows 10 and server 2016 administration
• Exceptional telephone etiquette
• Patient and diligent
• Office 365 Support

PROFESSIONAL EXPERIENCE:

Managed Services Technician

Confidential

• Respond primarily to telephone requests for Tier 1 and 2 support using remote support tools e.g. screen connect, LogMeIn, VNC etc.
• Basic Citrix troubleshooting
• Maintain current and detailed information in ticketing system e.g. Commit CRM
• Execute deployments of hardware or on - site services as assigned.
• Hardware/Software installations, configurations, and troubleshooting.
• Monitor for outages using Nagios (Check MK) and if any perform basic troubleshooting for more information; log incidences and notify networks and engineering team.

Covert Tactical Support Agent

Confidential

• Answer calls from Confidential clients in a professional and welcoming manner
• Provide technical assistance and advice to Confidential clients who call in
• Provide Quick fixes for commonly faced problems
• Provide technical support to other departments within Confidential

Technical Support Analyst

Confidential

• Assist customers with support for incoming queries and issues related to computer systems, software, and hardware.
• Perform call processing, incident management, service request management, and escalation of higher level incidents and problems to other IT functional teams.
• Readily project a sense of urgency be ready to escalate to Level 2 and Level 3 support.
• Monitor and respond quickly and effectively to requests received service desk portal.
• Walk customer through basic problem-solving process in a professional manner, providing assistance through each step and ensuring the problem gets resolved to the customer’s satisfaction.
• Run diagnostics to resolve problems using the service desk recommended knowledge documentation.
• Follow-up with client to ensure problem has been resolved and client is satisfied with the solution and service provided.
• Document reoccurring issues and voice concern to service desk analyst and leaders to reduce potential future calls on similar issues.
• Gather the information needed to resolve customer issues and provide verbal and remote instruction/assistance to customers, including status updates as needed.

Freelance computer Technician

Confidential

• Hardware maintenance, repair and configuration.
• Network installation, both structured and wireless networks.
• CCTV installation.
• Software and OS installation, maintenance and configuration.
• Servers setup, configuration into various roles and operations, troubleshooting.

Security Supervisor:

• •Act as point of contact in case of any emergencies
• Liaise between residents and emergency service providers attending to calls within the Greens
• Coordinate security guards to prevent theft and plan duty locations for various guards assigned to location
• Scout for points of vulnerability and around the location
• Coordinate between security management and facilities management to prevent loss of property due to damage, accidental or otherwise
• Act as point of contact between Security Company and respective clients as well as residents of location assigned Prepare daily, weekly and monthly reports as required by senior management
• Instill and enforce high standards of service delivery within assigned location
• Motivate, mentor and train assigned guards both within and out of location.

IT Controller:

• Routine maintenance of computer systems (hardware and software) within the A-Temp program.
• Ensuring all members of staff follow established IT policies, standards and guidelines.
• Maintaining an electronic library of user guides and training materials
• Analyzing metrics to evaluate IT system performance and recommend improvements
• Prioritize incoming mails and reply to both technical and non-technical inquiries
• Perform root cause analysis of complex system problems and provide corrective actions
• Wireless network design, setup, troubleshooting and commissioning

• Installation of various software and support
• Installation of Microsoft Windows, XP, Vista, windows 7 platforms
• Accounting of IT assets, media and keeping a record of all IT inventory within the A-Temp program.
• Ensuring backups are conducted within the various sites daily

ICT Officer

Confidential

• School of Biological Sciences (SBS)Students and technical staff Database administration
• Troubleshooting and implementation of Students Management Information (SMIS)
• Helpdesk and call log management
• Hardware and software installation, troubleshooting and support
• School of Biological Services, Server administration
• Installation of various peripherals, e.g Printers, Scanners, webcams,
• Training on E-learning module for College Of Biological and Physical Sciences (CBPS) students and staff

Postal Assistant:

Confidential

• Tracing and sorting of parcels according to destination and dispatch
• Preparation of reports as per PCKs policies,
• Training and support for end users on Microsoft Office

Systems Engineer:

Confidential

• IBM hardware maintenance
• Database administration and website update
• Software installations and configurations
• Systems administration on windows and linux platforms
• Helpdesk and user support
• Network Design and configuration (structured network)

SKILL:

Windows 10 support and configuration, Linux, Active Directory, Microsoft Office, Network design, Servers, Software installation, Systems administration, Level I,II user support.