PROFESSIONAL EXPERIENCE

Confidential

Telecom Architect, Information

Responsibilities:

• Manage teh enterprise Avaya Internet Protocol Private Branch Exchange (IP PBX) network.
• Avaya IP Phones deployment, configuration and management.
• Blackberry Enterprise Server (BES 12) administration and configuration.
• Provision of backup support for Engineers at remote sites.
• Voice Call Recording (Versadial and Avaya Recording Solution), administration and management.
• Perform routine backups and archival of files stored on teh network to assist with disaster recovery.
• Maintain product and vendor expertise in teh solutions implemented across teh group.
• Design, manage and maintain Business Continuity Plan, Disaster Recovery Plans and procedures for responsible systems and applications management.
• Liaising with other project and support teams for input in new deployments in teh group.
• Cisco Routers (2600) and Switches (2950) configuration for network management and support.
• Maintenance of SLAs and Contracts with vendors and service providers (Telnet, MTN, MainOne).
• Responsible for deriving and delivering medium and long term Telecommunications strategy and vision.
• Serves as lead over team of Engineers in teh Telecoms and sever management unit.
• Manage capacity of production and test application environments.
• Skill and noledge transfer to other PBX and network support Engineers.
• Systems planning, integration, management and support.
• Documentation and updating of noledge - based library.

Confidential

Systems Engineer, Network Integration

Responsibilities:

• Provide support and day to day operation and maintenance of Airtel’s contact centre Avaya IPCC network.
• Liaising with teh Service desk and Service support groups on call resolution to exceed targets.
• PBX (Avaya) management, configuration and support using S8300 and G450 solutions.
• Provision of backup support for Engineers at remote sites (Abuja, Ibadan, and Abeokuta sites).
• Avaya IPCC management for Guaranty Trust Bank (GTB) and Stanbic Bank Call Centres.
• Ensuring teh system deployment to teh Data warehouse meets teh specified drawings and architectures (meeting space allocation, fire prevention and detection, and safety standards for best practices).
• Serves as lead over team of support engineers located in Airtel contact centre and teh back office.
• Providing 2nd level support for Airtel’s contact centre back office.
• Design, manage and maintain Business Continuity Plan, Disaster Recovery Plans and procedures for responsible systems and applications management.
• Liaising with other project and support groups for input in new deployments in teh Contact Centre.
• Cisco Routers and Switches configuration, management and support.
• NICE (Voice recording solution) configuration and support.
• IP Phone (VoIP) (Avaya) deployment, installation, configuration and support.
• Manage capacity of production and test application environments.
• Installation, configuration and support of Contact centre applications. (MINSAT, TABS, Remedy etc)
• Interface with systems planning groups to review new and existing voice and data projects.
• Installation, configuration and management of Microsoft® Windows desktops and servers.
• Skill and noledge transfer to other PBX and network support Engineers.
• Systems planning, integration, management and support.
• Documentation and updating of noledge-based library.
• Maintenance of SLAs and Contracts with vendors and service providers (IBM, DCC and Telnet).
• Escalation of issues to teh next level if situation demands.

Confidential

Support Engineer

Responsibilities:

• Configuration and management of workstation nodes and servers.
• Data capacity management (Storage servers, Database servers, and application servers)
• Cisco Routers, Switches (Cisco and Avaya) configuration and support
• Team member providing 1st and 2nd line (24X7) support for Celtel Contact centre and teh back office.
• PBX (Avaya) management, configuration and support.
• Installation, configuration and support of Call centre applications. (MINSAT, Eppix, CIMS etc)
• Responsible for call log recording and retrieval using NICE systems.
• Avaya Site Administration (ASA) installation, configuration, management and support.
• Taking ownership of trouble tickets and timely resolutions to meet and exceed SLAs.
• Monitor, manage and generate services and systems availability reports.
• Generate service report and log fault report into teh Fault Report Database and update as necessary.
• Genesys soft phone configuration for Celtel contact centre call routing management.
• Data capacity management (end-user nodes, application and database servers).
• Back up operation and end-user support.

Confidential

Call Centre Support Engineer, Enterprise Systems

Responsibilities:

• Supervised major Electrical, Environmental, Software Systems implementation and IT facility installation in teh Contact centre and Data Centre.
• Support and maintain Contact Center Telephony Systems (PABX), IVR, IP networking, and general Vmobile/Celtel IT infrastructures.
• PBX (Ericsson MD110) management and end-user support.
• Deployment, installation and support of Ericsson phones.
• Back up operation and end-user support.
• Design, implement and administer a windows-based network to a specified budget and time frame.
• Design and implement IP address scheme for setup of Local Area network (LAN).
• Network administration of users and services like print services, file services, mail management and data storage management.
• Providing intercom telephone services (PABX).
• Administration and support of corporate enterprise Active Directory Servers.

Confidential

Information Technology Department

Responsibilities:

• Responsible for inculcating computer noledge in students and fellow corps members.
• Design and implement IP address scheme for setup of Local Area network (LAN).
• Carryout daily and monthly maintenance on teh system, supervise system operators, and also provide a single point of contact acting as a support line for issues / faults refer from customer support.
• Updating training curriculum to fit modern day demands.
• Network administration of users and services like print services, mail management and data management.
• Systems integration, management, configuration and support.
• Network implementation, monitoring and troubleshooting.
• Daily monitoring of all devices (PBX, Routers, Switches, Fire Extinguishers, Air-conditioning systems, burglary state etc) in teh Data Warehouse, recording teh temperature, humidity and teh general condition of facilities.
• Monitor, manage and generate services and systems availability reports.
• Liaising with users with regards their IT consumables and collating RFQ for high-end supplies.
• Hardware and software deployment across all UAC subsidiaries and regional offices.
• Backup operation and end-user support.