SUMMARY:

IT professional with 3+ years of experience in IT training and IT Help Desk functions. Results - driven leader with diverse experience in cross-platform systems, network architecture, engineering, integration, network security, web design, and administration (local / remote environments). Fluent in English (native) and Nigerian-Igbo (native).

SKILLS:

Server-Related Technologies: Active Directory, Apache, MS Exchange, and MS Routing/ Remote Access

Programming Languages: C, C++, C#, JAVA

Networking: CCNA, LAN, WAN, Voice Over IP (VoIP), Asterisk and Cisco Routers / Switches / Firewalls

DBMS Packages: Microsoft Access, SQL 2005

Web Design: HTML, XML, PHP

Windows Programming: GUI, VB.NET

Platforms/Operating Systems: Macintosh OS, Windows OS, Linux (Ubuntu, Centos)

Software: Proficient in Asterisk, PBX phone system, MS Word, MS Excel, MS PowerPoint, MS Access, MS Outlook, Adobe Illustrator, Adobe Photoshop, Publisher, Corel Draw and Norton Antivirus; Avira Antivirus, McAfee Antivirus, Internet Research

Hardware: Dell/ HP and Apple/ IBM

PROFESSIONAL EXPERIENCE:

Confidential, Waltham, MA

Service Desk Engineer

Responsibilities:

• Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets. Ensure system security for desktop, mobile and cloud environments.
• Closed 95% of trouble tickets on the first call without escalation.
• Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.
• Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.
• Set up secure WiFi, LAN and VoIP networks at remote locations, leading client/server configuration and Performance-tuning of crucial infrastructure to ensure seamless business operations.
• Installed Windows XP/Vista/7 and Server 2008 R2.

Confidential

Network Administrator

Responsibilities:

• Assisted in creating upgrade protocols for all users and network hardware.
• Assisted in developing several support policies.
• Responsible for tracking all support tickets and making sure each issue was resolved.
• Assisted in planning several large system software and hardware upgrades.
• Worked closely with each department manager to make system upgrades smoother.
• Install and support LANs, WANs, network segments, Internet, and intranet systems.
• Install and maintain network hardware and software.
• Analyze and isolate issues.
• Monitor networks to ensure security and availability to specific users.
• Evaluate and modify system's performance.
• Identify user needs.
• Determine network and system requirements.
• Maintain integrity of the network, server deployment, and security.
• Ensure network connectivity throughout a company's LAN/WAN infrastructure is on par with technical considerations.
• Design and deploy networks.
• Perform network address assignment.
• Assign routing protocols and routing table configuration.
• Assign configuration of authentication and authorization of directory services.
• Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as printers.
• Maintain network servers such as file servers, VPNgateways, intrusion detection systems.
• Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches.

Confidential

IT Help Desk Support

Responsibilities:

• Provided Macintosh OS, Windows OS, and Microsoft Office suite Help Desk support via telephone communications for over 50 end-users with an average of ~10 calls daily.
• Worked with Active Directory team to build user network profiles, reset passwords, and unlock accounts.
• Provided hardware support via installation and repair guidance to end users.
• Resolve computer software and hardware issues (fix misconfigurations, update antivirus, definitions, replace defective components, reimage hard disk drives, and maintain network, security policy compliance).
• Manage Active Directory accounts, permissions and privileges in Windows Server 2003.
• Assist company staff to resolve Windows 7 and Office 2010 problems, as well as network. connectivity and printer connectivity problems.
• Create, modify and delete Microsoft Exchange Server mailboxes and accounts.

Confidential

System Administrator

Responsibilities:

• Ensured efficient asset management practices and maintained all computers within the building.
• Assisted in creating troubleshooting logs for operating system and application software users.
• Provided technical assistance during the operation of audio video equipment.
• Antivirus and Firewall installations
• Resolve computer software and hardware issues (fix misconfigurations, update antivirus definitions, replace defective components, reimage hard disk drives, and maintain network security policy compliance).
• Manage Active Directory accounts, permissions and privileges in Windows Server 2003.
• Assist company staff to resolve Windows 7 and Office 2010 problems, as well as network connectivity and printer connectivity problems.
• Create, modify and delete Microsoft Exchange Server mailboxes and accounts.
• PC and Network troubleshooting in a network environment
• Managing the Cisco 2611 router and Cisco 2950 switches
• Installation and troubleshooting of Windows NT/2000, Windows 98/95 and Windows 7
• Software installation and printer installation in client places
• Installation of PC’s with structured cabling using, Ethernet cards and Hubs