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Customer Service Support

Location:
Arlington, TX
Posted:
March 26, 2018

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Resume:

MAGDALENE EMEFIELE

**** *****, ***** *******, **. 75054

682-***-****

ac4xvb@r.postjobfree.com

RESUME

Profile

Highly trained and experienced IT service desk/support professional with proven experience in putting expertise to practice, having outstanding communication skills to interact both with clients and company.

Known for being agile, sharp, and able to improvise creative yet professional solutions.

Functional Skill Areas

MS: Windows OS, Windows Server 2003/2008, MS Outlook/Exchange

Basic SQL server support

Basic SQL working knowledge

PC Hardware, Printers, Laptops

VMware

Objective

Having the willingness to learn and grow personally and professionally, I am looking for a position in a company that needs and values quality customer service and system maintenance

Professional Experience

1.Desktop Engineer 7-Eleven INC., Irving, TX Jan 2018

Provided hardware setup of new laptops, docking stations, and monitors for various end-users, assisted with testing of newly setup Windows 10 Professional image, migrated users data and applications to their new Dell laptops, input and Tracked newly acquired laptops and monitors.

2.Diamond Bank Plc., Lagos, Nigeria Jan 2015 April 2017

INFRASTRUCTURE ENGINEER (Jan 2017 –April 2017)

Responsible for creating, configuration and monitoring of virtual/physical environment for the entail financial institution using VROPS and making sure there was never a downtime for the organisation.

Key Performance:

• Working knowledge of VMware vSphere ESXi 6.0

• Manage the two-factor authentication platform for user identity management.

• Responsible for the design, implementation and migration to Server Virtualization platform for Diamond Pension fund Custodian Limited, a subsidiary of Diamond Bank saving the management vendor implementation cost.

• Responsible for Capacity planning, implementation and management of end user computing, enterprise servers, storage and backup environment.

• Monitor the datacenter infrastructures for cooling and ensure optimal power usage efficiency (PUE) across all devices.

• Manage and interface with IT consultants to conduct proof of concept (PoC), create Statements of Work (SoW), requirement gathering and Project charters to ensure quality, timely and cost effective project delivery.

• Performance monitoring, troubleshooting and proactive support of the virtual servers and storage platform using VMware VRealize Operations suite (VROPS).

IT SERVICE DESK ANALYST (Jan 2015 –Jan 2017)

Analysed system problems, ran preventive tests, performed troubleshooting on users pc’s remotely and physically and trained staff as part of preventive measures.

Key Performance:

Providing 1st line technical support, answering support queries via phone & email.

Remote administration and management of customer premises equipment.

To log & prioritize system & user support calls for the second line support team.

Carrying out user administration and set up.

Recording and actioning faults as reported on: PC’s, servers, laptops and mobile.

Determining the nature of faults and the steps required to rectify it.

Providing advice, support and practical assistance to system users via the IT service desk telephone

System and remote support software tools.

Logging and processing support issues via telephone or email whilst ensuring a high level of customer service.

Creating and maintaining email profiles for users.

Closing the job when normal service is resumed.

Writing progress and statistical reports for supervisors and managers.

Using remote control software tools to provide fault resolution and diagnosis.

Creating and administrating Microsoft Exchange email accounts.

Document and maintain Help Desk policies and procedures.

The update and maintenance of the IT service desk authorized user’s database.

Train and supervise other support engineering staff.

Track, monitor and report on all Help Desk incidents within defined customer service levels.

Configuration and support of POS terminals

Experience tracking lifecycle of service requests using HP service manager

Proven experience in problem analysis, training and documentation

Maintenance & Upgrades:

Repaired and upgraded old installed systems; configured new systems.

Documented the history of requests.

Continuously up-to-date regarding software.

3.Systems/presales Engr Computer Warehouse Group, Lagos, Nig. Aug 2013-Dec 2014

Analysed virtual server problems, ran preventive tests, performed troubleshooting on users servers.

Key Performance:

Knowledge on VSphere ESXi and virtualization concepts

Implementation of a VMware environment (end to end)

Working knowledge of vSphere, vcenter, vsom and more.

Ability to Install and configure VMWare product solutions

Solid problem-solving skills and the ability to work efficiently and independently as required

Capable of troubleshooting storage and virtual environments as needed

Effective interpersonal, verbal and written communication skills

Provide various reporting information to corporate and customer as requested

4.Professional Services Consultant DataGroupIT (NetApp), Nigeria Jan- July 2013

Key Performance:

Ability to Install and configure NetApp product solutions

Have knowledge of NetApp - Vfilers, NAS- CIFS, NAS -NFS, Snapshot, Snap-Mirror, Snap-restore,

Volume Management, ASUP, Upgrades and Expert knowledge of Data OnTap 7/8

Administration of storage files based on NAS or SAN storage technology

Built and configured new NetApp FAS systems

Performs troubleshooting and maintenance of FAS systems

Implements configuration changes or enhancements of NetApp storage

Customer Support:

Established solid work interactions with customers and employees alike.

Assembled information and customer feedback to clarify client requirements.

Education

B.ENG. Computer Engineering University of Benin, Benin City, Edo state. 2008-2012

Diploma in Computer Engineering University of Benin, Benin City, Edo state. 2005-2007

SSCE (NECO) Ogan Mixed Sec. School, Ogan, Edo state. 1998-2004

Certifications

CompTIA A+ 2011

NCDA-NetApp Certified Data Mgt Administrator 2013

VCP (DV and CLOUD)-VMWARE CERTIFIED ASSOCIATE 2013

VTSP VMWARE TECHNICAL SALES PROFESSIONAL 2013

VCP5-VMWARE CERTIFIED PROFESSIONAL(VSPHERE5 2014

CVTSP-COMMVAULT TECHNICAL SALES PROFESSIONAL 2014



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