Software System

Olubukola Alalade

Cell Phone: 862-***-****

Email: **********@*****.***

SUMMARY OF QUALIFICATIONS

Experienced and knowledgeable Information Technology Professional with

three years of practical IT support experience and seeking to contribute my

acquired skills within an IT environment. Work well independently and in a

group setting providing all facets of computer system administration

support such as troubleshooting, installations, and maintenance. Have in-

depth knowledge and understanding of numerous software packages and

operating systems. Also skilled in providing Customer and End-User support;

can easily identify and resolve technical issues and concerns. Excellent

communication and presentation capabilities.

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CERTIFICATION:

ITIL V3 FOUNDATION CERTIFIED

EXPERIENCE:

02/12 - Till Date Bowie State University (Division of Information

Technology)

Help Desk Support Tier II

. Provide client support and technical issue resolution via E-

Mail, in-person, phone and other electronic medium.

. Provide hardware and software installation and setup, perform

system maintenance and ensured network connectivity.

. Working with the ticketing system and creating documentation for

record purposes

. Manage accounts in active directory and Exchange 2007

. Troubleshooting all issues in a timely manner

. Utilize Ghost to image computers, setup user accounts, set up MS

Outlook profiles, and customize printers to user's needs.

. Identify, isolate and repair computer equipment showing wear and

tear as well during preventative maintenance routines

. Assisted with appropriate and immediate actions needed to restore

normal services with minimal down time.

. Investigate recurring and related operating system

failures/inefficiencies by reviewing system logs.

. Troubleshoot hardware/software problems and system failures

. Participate in the planning of the 4 year replacement cycle of

computers systems

. Test, evaluate, and install new versions or authorized modifications

to custom and vendor-supplied operating systems and related software

. Worked with hardware and software vendors to diagnose and correct

problems.

. Assisted in the design and configuration of wired network for

effective communication between computers, printers, scanners,

switches, hubs and other devices.

. Configure the shared drives on client computers for users that

need them.

. Documents actions taken as necessary for permanent records

. Support as necessary on a 24-7 basis to limit system down time during

internal or external outages and peak enrollment periods

. Perform software patching and keeps systems in compliance with

applicable standards

04/09- 06/12 S.O.S Security Inc, Parsippany, NJ

Help Desk Personnel

. Coordinate multi-media correspondence via email, outlook and

multi-line telephone system

. Answer questions and resolve problems via telephone, e-mail or in

person. Responsible for cleaning, installing and modifying operating

systems and software programs such as virus protection and word

processing printers.

. Communicate with the access management and the facility group about

Help Desk issues

. Dispatched calls to appropriate technician/ facility management.

. Assist in projects which involved the initial setup of hardware like

computers, network printers, scanners and software installation.

. Assist with appropriate and immediate actions needed to restore normal

services with minimal down time.

. Log all incidents in the service log.

Interpersonal Skills:

. Adept learner with the ability to work under minimum or no

supervision.

. Team player with excellent interpersonal skills

. Knowledgeable and comfortable with customer support services

. Open to learning and work well under pressure

. Able to manage and resolve multiple tasks simultaneously

. Enthusiastic and able to interact with departments and personnel

at all levels.

TECHNICAL SKILLS

Databases: MySql, Access

Operating Systems: Windows 98, XP, Vista, Windows 7

Microsoft Office Suite: Word, Excel, PowerPoint, Visio, Access, Outlook.

Ticketing Software: Heat System, Remedy

Hardware: Lenovo, Hp, Dell laptops and desktops, Ethernet, Video & Sound

Cards, CD-ROM Drives, Multifunctional printers

EDUCATION:

Candidate for Master's of Science, Management Information Systems,

Anticipated Graduation Date: May, 2013.

Bowie State University, Bowie, MD.

Associate of Science, Computer Information Systems, May 2011

Essex County College, Newark NJ.

Bachelor of Arts, English Language, May 2004

University of Lagos, Nigeria

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