Engineer Technical Support

Innocent Akufor

**** ***** ****** **** . *************, GA. 30045 . Phone: (404) 319

1800

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

Career Objective: Over 7 years as a Help Desk and Network Support

Specialist with a proven record. Customers come first.

Professional Profile: Skilled, detail oriented technician with skills

in Windows, Linux, HP UX. Multilingual in English, French and German.

Technical Skills:

Hardware Repair and Maintenance Ability: Have hands on experience on

the following hardware: Cisco Routers and Switches, Hard Drives,

Printers - Laser and Inkjet, Motherboards, Token Ring, SCSI Cards,

Ethernet Cards.

Software experience: VNC, KVNC, Bomgar, Kaseya, DHCP Manager, PC

Anywhere, Wisdom, SoftEasy Software, SNMP, Etherpeek.

Certifications/Training:

. Microsoft Certified Systems Engineer (MCSE), MCP+ Internet.

. Cisco Certified Network Associate - CCNA.

. A+ Certified Service Technician.

. Certified Xerox Technician.

. LINUX Red Hat - working knowledge.

Education:

Devry University, Alpharetta, GA.

Work History:

Ricoh USA / RHI: (Contract) Help Desk Analyst: November 2010 - June

2011

. Support Microsoft Small Business Server for customers

. Network and Patch management using Kaseya

. Remote access troubleshooting using Bomgar, VNC, and KVNC.

. Blackberry account setup and user management

. Working to assist end users on Windows 7 related issues and Office

Suite.

. Call tracking using Lotus Notes.

Radiotheraphy Clinics of Georgia: Help Desk Analyst: January 2007 -

July 2010

. Managing the backups using Veritas and Symantec's Net Backup.

. Network management and monitoring using Orion by SolarWinds.

. Creating and managing users on the network from Active Directory.

. User and Computer support on all our clinics in Georgia.

. Providing network installation, configuration and support of

different clinical applications.

. Maintaining hardware and software inventory for all our clinics.

. Managing our Inter-tel phone network for the clinics.

. Effective management of Trouble tickets for all the clinics.

. Helping Users with issues related to Microsoft Office products.

Web.com, formerly Interland: Call Center ; Web hosting Support: May

2004 - January 2007.

. Providing 1st and 2nd level phone support to customers on general

and specific website issues.

. Help customers build websites using Dex and Verizon's Sitebuilder

tool.

. Troubleshooting mail routing issues on our Exchange Servers and

setting up Outlook/Netscape mail clients.

. Troubleshooting DNS and general Network problems affecting websites.

. Providing support to Interland's legacy web hosting plans.

. Assisting customers with issues relating to the SSL Verisign and

Thawte digital certificates.

CGS: Remote Support Engineer: Call Center; Atlanta, GA. May 2003 -

May 2004.

. Provided 3rd level technical support for IBM Netvistas and

ThinkCenters.

. This is a 100% phone support job talking to customers all over the

US with Clarify call tracking system.

. Provided 2nd level technical support on IBM Thinkpads.

. Provided Wireless technical support.

WaCA: Call Center Senior Technical Representative: Norcross, GA.

December 2002 - May 2003.

. Configured Futurewei and Cisco Routers, Switches and Bridges for

networks and for video conferencing.

. Troubleshooting 3rd party warranty computers and printers (laser

and inkjet), and ordering parts.

. Helped customers in setting up Windows XP in case of a corruption.

. Had extensive phone support setting up client's hardware and

software on both Windows 2000 and XP platform.

. Setup ATM machines for Sunthrust Bank in various locations.

Lanier: IBM ThinkPad Laptops / Netvista's Rollout Support: Decatur,

GA. June 2002 - November 2002.

. Converted from Microsoft Outlook to Lotus Notes 5.0 on Laptops and

Desktops for 6000 employees using CMT.

. Migration of applications from Windows NT to Windows 2000.

. Imaging desktops and IBM ThinkPad Laptops with Norton Ghost.

. Setup IBM Netvista's on the network, and did a general inventory.

. Laptop deployment and connectivity to the network with software and

hardware testing.

. Instructed approximately 2500 end users on how to use Lotus Notes

5.0 after the setup.

. Setup Blackberry and Palm Pilots for Lotus Notes.

Solvay Pharmaceuticals: Junior level Network Admin: Marietta, GA.

September 2001-June 2002.

. Designed, developed, and modeled the database using Erwin.

. Database Administration, Network Monitoring using BMC Patrol and

Whasup Gold.

. Database Upgrades, Performance tuning, and administering backups and

recovery.

. Analyzing, indexes and clusters against chained and migrated

rows and providing solutions.

. Installing UNIX on HP Servers, and setting up, and administering

user accounts on the network.

. Troubleshooting Backup problems on UNIX Servers using Veritas and

Net Backup.

. Assisted in Windows 2000 migration and supported the applications

running on the Oracle Database.

IBM: Call Center Remote Support Engineer: Marietta, GA. July 2000 -

June 2001.

. Provided 3rd Level support to Field Engineers on Gateways, HP, Dell

and Aptiva Computer setup and troubleshooting.

. Provided extensive technical support for the Bill and Melinda Gates

foundation national libraries.

Xerox: Desktop Support / Jr System Administrator: Decatur, GA.

January 1999 - June 2000.

. Created and managed new user and group accounts.

. Configured WINS, DNS, DHCP, and RAS services for the LAN.

. Configured repaired and monitored the Performance of the machines

using the SNMP.

. Did all repairs and upgrades on the Networked Laser/ Digital Copy

machines and Printers.

TekSystems: Help Desk Support Analyst (Contract): Norcross, GA.

August 1998 - January 1999.

. Installed and upgraded NT Servers and Workstations, for Infocure DR

Software.

. Provided upgrade and configuration technical support for clients in

the US and Canada.

. Peformed PC cloning with Norton Ghost and built new computers.

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