TECHNICAL SKILLS:

Operating Systems: Windows 2003, Windows XP, 2000, NT4.0, Windows 95/98, windows 10

Databases: MS Access, MS Excel

Word Processing: Microsoft Office 2000, Microsoft Word, Sun Office

Hardware: PC support, peripherals, office equipment, MS terminal server, printers

Ticketing: Remedy, Heat

Platforms: Red Hat Enterprise Linux 5/6, Ubuntu, x86 64 platforms

PROFESSIONAL EXPERIENCE:

Technical Analyst/Helpdesk

Confidential, Solomon’s Md

Responsibilities:

• Maintain a proper inventory of all IT related equipment and software, which is reported to CIT on a quarterly basis
• Participate in the evaluation and piloting of new products and services (both hardware and software)
• Identify and propose IT applications that support the Department s work to CIT and assist in the development and implementation of the application
• Provide IT training for staff members, particularly for newly hired staff
• Administer WB information security standards, including requesting IT accounts (Notes and Windows), SecurID s, and remote connectivity accounts (as applicable)
• Coordinate with Bank s Telecom Service unit to set up, transfer, and discontinue voice and data communication for the staff in the office and at home for Business Continuity designees
• Provide expertise on all Client Standard Software and Corporate applications
• Follow up on all fixes and repairs on IT products in the department
• Setup video - conference, audio-visual equipment, and other electronic devices for presentations or conferences
• Prepare laptop PCs for mission travel
• Train laptop users in remote access systems, such as SSL VPN, Fiber link, and Webmail and Notes replication
• Disseminate IT information to departmental staff

Support Administrator

Confidential

Responsibilities:

• Install, configure and upgrade software releases and applying related patches on Linux and windows platforms
• Perform backup and recovery
• Database monitoring and optimizing company servers
• Respond to user helpdesk requests for assistance in a prompt, timely manner.
• Provides guidance, assistance, coordination and follow up on client questions, problems or malfunctions of all systems applications, hardware and software installed and maintained by the company
• Organize and identify tickets according to priority, forward or escalate appropriate issues to operations or development, and resolve all others.
• Participant in telephone support rotation; providing support to users in other office locations via remote assistance tools.
• Inform management of potential problems and identifies problem trends
• Perform minor repairs to computer hardware
• Install hardware and peripheral components, such as monitors, keyboards, printers, disk drives, etc.
• Responsible for the installation, configuration, maintenance and upgrade of computer hardware and software
• Provide support for audio-visual systems including repair and/or replacement of projectors, etc.
• NFS/CIFS file system mounting and support for developers
• Monitoring System Performance of Virtual memory, Managing Swap Space, Disk utilization and CPU utilization
• Monitor and manage virus, spyware and other unauthorized software
• Check alert logs, trace files and file System maintenance.

Support Analyst / Helpdesk

Confidential, Edo State, Nigeria

Responsibilities:

• Providing coverage of helpdesk communication channels during standard and off business hours
• Support a customer base of 200 users, averaging 20 -25 tickets daily
• Provide help desk support to address the customers' technical problems.
• Support local and external customer requests through phone, email, walk ins -12) PIV card maintenance: reset pin number, add to exception list, obtain replacements
• Replace components (RAM and hard drive) and configure laptops and desktop PCs.
• Special needs technology: Install and configure Dragon dictation, ergonomic peripherals
• Active Directory management. Creating/ deleting user accounts. Updating attributes, assigning roles, and adding users to distribution lists.
• Endpoint Vulnerability Mitigation by updating software and KB updates on desktops
• Administer Blackberry account on the BES server
• Administer Androids and iPhones with AirWatch
• Monitor hardware inventory for mobile phones
• Deploy VoIP phones and help with call forwarding, vim and contacting Verizon
• Support federal users with Government issued Dell, HP laptops, with 2003/2010/2013 office applications.
• Support contractors with personal laptops and tablets including Mac, Android, and Windows 8/10
• Reset user passwords for various systems including network accounts, key fobs, internal websites, and Android phones
• Checking out from inventory and imaging new desktops or laptops for new user setups or refreshes
• Providing ground-level troubleshooting of email, operating systems, hardware and software installations
• Moving user workstations and recovering assists from terminated user locations
• Providing technical support during board meetings and other large company-wide initiatives
• Maintain the Linux portion of multi-platform classified and unclassified networks and stand-alone machines running Red Hat Enterprise Linux
• Support over 50 workstations and 3+ servers
• Assist with network design, server configurations, server virtualization via VMWare, various enterprise applications and data storage centers
• Perform back-ups and desktop support
• Maintain documentation of server and back-up procedures
• Download and install software patches using the Red Hat Satellite Network
• Other duties, as assigned