SUMMARY OF QUALIFICATIONS:

Experienced and knowledgeable Information Technology Professional seeking a position where I can use training and acquired skills to offer technical support; Experienced in providing all facets of computer support such as troubleshooting, installations, and maintenance; In - depth knowledge and understanding of numerous software packages and operating systems; Highly skilled in providing customer and end-user help desk support; posses ability to identify and resolve technical issues and concerns .

SKILLS/TECHNOLOGIES USED:

MOBILE APPLICATIONS: Blackberry, Apple iPhones, Google Android OS

SOFTWARE: Oracle, Toad, Putty, Microsoft Office Suite 2007/2010/2011/2013 , Active Directory, Footprints, Remedy, Norton Ghost, SCCM, SharePoint, GroupWise, RSA Token Authentication, McAfee Epolicy Suite, Adobe CS, Apple iOS,, Blackberry OS and Mobile Devices; Norton Symantec Ghost; Safeguard Encryption; Apple Remote Desktop, Inventory Tracking system; Virus/Spyware/Adware Removal Software and Method, Windows Server 2003; Microsoft ActiveSync/Mobile Exchange configuration and troubleshooting for client devices; VPN configuration and troubleshooting, Wireless card

HARDWARE: HP/Dell /IBM Servers, Workstations & Laptops, network Cables and Connectors, HP Printers, Xerox Copiers, HP Scanners, Plotters.

LANGUAGES: HTML, SQL, Basic Shell Scripting in UNIX administration.

OPERATING SYSTEMS: Solaris 10, AIX, Windows 7, Vista, XP, Windows 8, and MAC OS X

PROFESSIONAL EXPERIENCE:

Confidential

TECHNICAL CONFIGURATION ENIGNEER

Responsibilities:

• Provide level-2 &3 technical support for supported desktops, laptops, mobile devices and peripherals
• Strong understanding of Ethernet, TCP/IP routing, Network packet analysis tools use and configuration and Excellent understanding of the technical fundamentals of the Internet. Knowledge of internet protocols such as SSH, FTP, SFTP & HTTP, as well as the ability to use diagnostic tools such as trace route, ping.
• Desktop and Network support for internal users and Teleworkers, and Prepare users for moves, move users and ensuring customer satisfaction post move.
• Install and configure Windows operating systems XP and windows7 using MS SCCM
• Proficient with remote distribution using MS SCCM
• Provide troubleshooting and technical support via phone, web based tools and email. Advise customers regarding the product's proper use and address specific user issues.
• Assemble, troubleshoot and repair desktop computers and peripherals, and multiple installations of Microsoft XP and windows 7.
• Supporting network related services (DNS, shared Microsoft Exchange) and value-added services for servers
• Remote site troubleshooting with users over the phone and through ticketing software (Foot Print Service Core)
• Managing User accounts and password reset using Active Directory
• Experience with desktop virus scanning software- McAfee ePO and Expert usage of disk imaging software (Norton Ghost)
• Provide support to the Information Technology Services (ITS) department to provide the highest levels of service to maintain support and network connection abroad in-house and teleworking via VPN F5 cisco VPN.
• Experience with Dell desktops and laptop hardware and laptops repairs.
• Working through the configuration teams operation manuals to provide ITS/LOC scope to service all software and peripherals abroad.
• Knowledge and experience with Blackberry phones and connecting via BES (Blackberry Enterprise Database Server) and Max 360 for iPhones.
• Perform tasks such as answering customer inquiries and grievances received, in person, via telephone or emails
• Supporting OSI and Copyright incidents daily while creating documentations for tracking and Monitoring task request, projects, and teleworking process and procedures abroad.
• Interacting with customers provide program information, procedures and policies serve as liaison for interagency network applications
• Installation and maintenance support of 5000+ desktop computers via Microsoft System Center Configuration Manager.
• Currently supporting more than 5000 end-users and peripherals throughout the Library’s infrastructure in a SLA (Service Level Agreement) task order contractual obligation.
• Facilitate a team approach to achieve organizational objectives, increase productivity
• Strong and excellent written and verbal communication skills.
• Responsible for providing enhancements request feedback to Senior IT Management, regarding technology environment and customer needs.
• Assigned to support and service LCE (Library of Congress Experience) for the Jefferson’s Great
• Hall Exhibits Windows Vista, Kiosk interactive touch screens computer displays throughout the center, Managed and service LCE events upon ITS support for Congressional members and Millions of visitors daily

Confidential, Washington DC

DESKTOP SUPPORT / PC SUPPORT TECHNICIAN

• Installing and configuration and ongoing usability of desktop computers, peripheral equipment’s hardware and software and imaging and migrating windows operating systems.
• Assist court users with PC, server, network and software problems and Package, test, deploy and update software within windows 7
• Perform routine network and PC installation, troubleshoot, maintain and resolve any related problems.
• Provide Level-1 and Level-2 technical support for supported desktops, laptops, mobile devices and peripherals
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
• Hardware/software upgrades, hardware/software maintenance and peripheral repairs and maintenance.
• Replacing/installing whole systems or components of systems as needed, installing software for users according to ITS standards.
• Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction
• Analyzes problem trends and develops ideas to achieve problem resolution.

Confidential, Lagos

TECHNICAL HELPDESK SUPPORT /APPLICATION SUPPORT

• Coordinating, documenting, assessing issue symptoms, troubleshooting and resolving or escalating first and second tier issues with hardware, software and user IT service requests, also providing and maintaining documentation of related information for those issues and requests.
• Using documented procedures to assist clients with solving issues related to hardware, software, networks and peripherals using available technology and knowledgebase articles.
• IT support issues consisted of opening, tracking, and closing trouble tickets; ensures problem ownership and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned
• Maintaining maximum availability to act as the first and central point of contact, and documenting incidents and requests in an automated problem tracking system.
• Coordinating incoming client calls, emails and other client contacts in a call center environment.
• Using documented procedures to provide timely resolution of issues or escalation on behalf of client to appropriate 3rd level support teams.
• Creating MS Word documents incident cases and any necessary status updates with additional client contacts.
• Leverage a variety of provided support tools including knowledgebase articles, remote access, and peers etc. to accurately assess system issues and assess business impact.
• Contact clients to provide follow-up on incident resolution or request completion to ensure proper and complete closure
• Assisting in all phases of development lifecycle, including software evaluations and user support within company applications, windows 7 & 8.
• Share expertise with fellow team members.
• Facilitating the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities.
• Participate in team meetings.
• Provide training to clients, and team members
• Act as a personal mentor for other team members if needed.
• Providing management information and recommendations for service improvement
• Complete required time reporting and other administrative duties.
• Maintaining working relationships with other IT teams, other departments and outside suppliers, as appropriate, as partners in request fulfillment.
• Actively participate in assigned work tasks which may be short or long term in duration and help to provide better tools, process or customer service to our client.
• Able to work both independently and collaboratively within my team on assigned projects.
• Ability to appropriately question clients to get at the root cause of the issue and the client’s desired solution.
• Develop and follow up Standard Operational Procedures.

Confidential

Accounting Clerk

• Balanced and issued checks for external clients.
• Researched and resolved general account invoicing issues (e.g., past due notices, duplicate invoices) with little or minimal direction.
• Responded to complex inquiries from other accounting or financial areas regarding account entries.
• Compiled data; prepared periodic statements and reports
• Reviewed journal entries and ensured that the general ledger activity is accurate and complete.
• Interacted with internal/external auditors and preparation of supporting materials during audits and quarterly reviews

Confidential

Executive Administrative Assistant

• Personal Assistant to the MD/CEO.
• Evaluated and processed work which frequently involved sensitive and confidential information.
• Prepared and processed documents of a sensitive/confidential nature.
• Received and proactively assisted callers and clients, provided information, or redirected calls as appropriate.
• Scheduled and maintained calendar of appointments, meetings, and travel itineraries; coordinated related arrangements.
• File maintenance of company documents; Maintained a hard copy and electronic filing system.
• Received, opened, prioritize and distributed incoming mail.