Oby Okereke

***** ***** ****

Apt ***

Laurel MD 20708

817-***-****

SUMMARY OF EXPERIENCE

• Creative and analytical thinker with demonstrated ability to troubleshoot problems and Implement effective solutions.

• Track record for implementing, optimizing and maintaining high performance and high availability Active Directory infrastructure.

• Exposed to diverse internal and external technical environments, recognized for ability to manage multiple tasks simultaneously.

• Learns emerging technologies quickly in order to utilize the most advanced features.

• Proven ability to lead and motivate teams in order to maximize levels of productivity.

• Proactively keeps customers informed by giving timely and appropriate feedback.

• Ability to effectively communicate complex technical concepts, both verbally and in writing.

WORK EXPERIENCE:

WASHINGTON SUBURBAN SANITARY COMMISSION

April 2014 till Present

IT Systems Support Analyst

I am currently working to maintain a stable network environment and to ensure continuity of business by following best-set practices. I am required to provide technical support and achieve a structured and scalable network for over 4000-client base.

• Administered and supported group policies object issues within Active Directory.

• Planned and configured Microsoft Exchange outlook account via Exchange management console

• Ensured housekeeping and administration on GPO and directories are carried out in accordance with the organization policies and procedures across all domains.

• Liaised with Senior IT analysts to setup and implement Maas 360 for managing mobile devices enterprise wide

• Collaborated with onsite, department engineers and Microsoft groups to provide solution to end-users

• Ensured Service Level Agreements (SLAs), open tickets and generate reports are completed daily

• Provided second-line support to operational services in line with agreed service levels.

• Performed memory and hard drive upgrades on laptops and desktops.

• Assisted end users via telephone, e-mail with a wide range of questions, problems and requests with their iOS and other mobile connectivity needs utilizing Maas 360

• Researched and developed effective and logical solutions for the team considering operational policies and information assurance

VERIZON WIRELESS

May 2010 March 2014

Technical Support Specialist

• Providing customer service and technical support to internal and external voice and data product customers.

• Troubleshoot hardware and software problems relating to network and mobile devices.

• Communicated issue status to customers via telephone, written correspondence and electronic service within SLA.

• Utilized proprietary mobile device application to remotely assist and troubleshoot mobile devices

• Administered and provisioned customers’ account to enable clients self -enrolment for good mobile technology

• Escalated issues as needed and maintained communication with customer and Technical teams.

• Extensively utilized Remedy to record, track and manage the life cycle of incidents and problems

• Provided support and detailed information on the configuration of voice and data products.

• Configure and troubleshoot Windows 7/XP, Mi-Fi, tablets and smartphone devices: iPhone, Blackberry and Android devices for BYOD.

CAPITAL ONE Laurel, Maryland

February 2010 to May 2010

Inbound Service Representative

• Receive inbound calls from existing and potential clients

• Answer customer queries and providing detailed information on existing and new products

• Troubleshoot technical product issues

• Review customer accounts, recommend and sell products & services

• Meet departmental goals and performance standards

TUNISIE SYSTEMS TECHNOLOGY Tunis, Tunisia

August 2005 to August 2007

Help Desk Customer Care Representative

• Functioned as member of customer care team handling calls for diverse group of pc end users

• Provided quality customer service with a high volume central processing and distribution center

• Responded to customer calls and inquiries regarding product orders, warranty issues.

• Managed various areas of support which included broadband connectivity, account provisioning, windows installation and configuration and upgrade issues

• Kept apprised of products, services, promotions and warranties

• Expedited and facilitated the escalation of customer service issues

• Provided online support and advice to customers enquiring about new products and services

BEST BUY CANADA LIMITED Brampton, Ontario

February 2001 to June 2005

Technical Sales Representative / Pc Service Technician

• Developed sales processes and business strategy for the Computer IPG Department

• Reviewed weekly notes and merchandising packages for special promotions

• Managed the on-site installations and configuration of software

• Closed deals with clients whose potential exceeds $500,000 in sales

• Executed cycle counts per SOP and resolve cycle count variances while ensuring data integrity

• Provided second level support for internal computer problems and customer problems

• Promoted the sale of various new computer packages to existing clients

• Performed CRM duties including telephone and onsite support service

SIMPLY CANADIAN PC CONSULTANTS, Hamilton Ontario

November 2000 to February 2001

Systems Support Specialist

• Installed, repaired, maintained, and upgraded desktop and notebook computers; performed maintenance on printers.

• Resolved computer problems; built and upgraded systems; installed software and performed general maintenance for clients; assist company owners and department heads in determining hardware and software requirements and making purchases; and tutor clients on use of hardware and software.

• Participated in the deployment of various operating systems, hardware and software to clients

• Utilize a variety of electronic test equipment and diagnostic software to determine defects and malfunctions; replace defective components and wiring using a variety of hand tools and equipment.

EDUCATION:

Networking Concepts - Fayetteville Technical Community College

ITIL V3 Foundation Certified 2011

Master Certificate in ITIL Foundation Plus - Villanova University 2011

MCDST, Microsoft Certified Desktop Technician 2010

Compaq/Hewlett Packard Accredited Service Provider Training (ASP), Ontario, Canada 2002

Advanced Diploma (Internet Support and Computer Network) - CDI College of Business and

Technology, Hamilton, Ontario, Canada 2001

Comptia A+ Certified Technician – 2001

Microsoft Certified Professional (MCP) 2001

Bachelor of Arts (2nd class upper division) - Abia State University, Nigeria, 1997

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