Customer Service Active Directory

Fredy Abalotou

Email: ************@*****.*** Mobile: 613-***-**** Location: Ottawa, ON K1J 6R3

EXPERIENCED TECHNICAL SUPPORT SPECIALIST

Experienced, fluently bilingual, IT Support professional – with proven interpersonal, analytical and problem- solving skills – attained through 7 years of experience providing sustainable IT Administration and Infrastructure Management, Enterprise Application Support and Software Engineering solutions. Performs well in a dynamic environment, with flexibility in approach and the ability to adapt seamlessly to evolving industry trends. A resourceful team player that offers effective collaboration with all organization members, to achieve business and financial objectives.

TECHNICAL SKILLS & CORE COMPETENCES

• Internetworking and Data Communication Technologies – CCNA (Routing & Switching)

•Network Device Configuration and Data Center Management: Routers, Switches, Access-Points, VoIP Phones

•Deep understanding of (Layer 2/3) network protocols: 802.11 standards, VTP, TCP/IP, MPLS, OSPF,EIGR

•Scripting and Programming Languages - Java, Python, AWK (Network Automation & Applications)

• Project management (MS Project)

• Windows and Linux Infrastructure Management and (Virtual) System Administration

• Vast working experience with Citrix, Active Directory, GPO, SCCM, SharePoint, O365, DNS and DHCP services

• Expert use of ServiceNow, Request Tracker and HEAT ticketing systems

• Database Administration – MySQL (Practical Application)

• Cloud Computing and Operations – VMWare, Azure (Intermediate-Level Experience)

• Fundamental knowledge of Network/Cybersecurity products: Firewall, ACL, SSL, IPSec VPN,

• Excellent verbal and written communication capabilities (Bilingual).

• Creation and maintenance of detailed technical reports, KBs and user procedural documentations.

• Technical Support: proficient in (remote) desktop administration, for enterprise/end-user application support, IT workstation provisioning, maintenance, troubleshooting and resolution of other hardware/software issues.

• Corporate client or customer service: strong interpersonal and analytical skills for addressing and resolving all Questions and complaints in a timely and professional manner, and capacity to liaise with various department to ensure that inquiries are directed to the appropriate department or personnel. EDUCATION

Information Technology systems and networking

La Cite Ottawa, ON - Canada April 2018

Telecommunication and Computer system

CIB-INTA-University, Lomé - Togo 2008

PROFESSIONAL EXPERIENCE

IT Analyst, Managed Services

Nova Networks, Ottawa October 2017 – Present

Roles & Achievements:

•Providing technical service and troubleshooting end users for companies all aver Canada and USA.

•AP Configurations, imaging, User State Migration Tool, Application Install, provide End user assistance

•Respond to IT services queries received via problem ticket system, phone call or walk-in to the Helpdesk

• Perform research and development in response to technological enhancements.

• Support, procure, maintain, and deploy all end-user software and hardware

• Document Helpdesk enquires in IT’s problem and change management system

• Ensure quality standards are met, in line with corporate expectations

•Responding to end-user issues, diagnosing and identifying the desktop, network/server issues and providing Swift and effective solutions, within stipulated deadlines and 98% SLAs.

• Managing user accounts, workstations, group policies and memberships within Active Directory (LDAP), to Facilitate company security and asset handling.

• Part of the team that facilitated the smooth migration of end-users from MS Exchange to Office365

• Effective administration of Citrix applications, Bes12, and SCCM installations, to improve end-user productivity.

• Escalating software/hardware issues, that cannot be resolved remotely, to the appropriate level of support.

• Successfully conducting end-user preventive hardware and software maintenance of all IT infrastructure.

• Working closely with Nova’s network administrators and engineers to troubleshoot and restore IT services. Telecom Technician

Instech Telecom/Videotron April 2015 to January 2016 Provide technical service and troubleshooting to clients in Gatineau, Turso, Wendover and Rockland

•Install drops from PMDs, connect clients to TV, telephone and Internet

•Remove over 45,000 analogical filters from all over the Vidéotron network and make client

•Installations according to modern digital standard IT Support Analyst, & Technology Department

Titicom, Togo January 2010 – January 2015

Roles & Achievements:

• Demonstrated ability to quickly understand company’s organizational processes, workflows and procedures.

• Maintained and managed the IT support service of 17 companies and customers.

• Provide Level 2 and 3 support in response to queries received by the IT Helpdesk

• Respond to IT services queries received via problem ticket system, phone call or walk-in to the Helpdesk

• Document Helpdesk enquires in IT’s problem and change management system

• Support, procure, maintain, and deploy all end-user software and hardware

• Perform research and development in response to technological enhancements

• Ensure quality standards are met, in line with corporate expectations

• Implemented desktop application standards, network usage and security policies across multiple offices, to optimize staff operations and comply with Microsoft Licence Agreement.

• Performed IT Infrastructure management and solution delivery to guarantee proper communication among company’s office HQ, multiple branch office locations, and customer office locations.

• Effectively managed the company’s internal WLAN, LAN and accompanying enterprise storage (NAS) devices, for resourceful bandwidth and resource allocation among staff to increase uptime and productivity by 11%.

• Configured and managed TCP/IP network devices (routers, switches and VoIP Phones) before deployment.

• Performed domain configuration, deployment of applications and software administration of workstations.

• Windows 2008 Server management: VM setup and operation of test programs before live deployment.

• Supervised the successful completion of network expansion projects in extremely stressful environments.

• Tracked all issues and ensured timely resolution of problems, improving response time by 75%

• Investigated and resolved queries (internal and external), before documenting and gathering information About all reported issues for record purpose.

IT Support Analyst

CIB-INTA, Togo February 2009 to January 2010

• Manage the department responsible for the installation and maintenance of computers,

• Managing accounts, groups, users, servers in Active directory domain over the phone and using a ticketing system/KB

• Record, track, and document all actions taken on customer requests, internet

• Install, troubleshoot and maintain computer equipment and network as well as ensure ADSL

• Install, maintain and manage the computer network and it services for companies

• Train in network and computer support to new agents

• Plan and fulfil the implantation of computer networks

• Install, configure and maintain equipment as well as ensure its proper functioning,

•Maintenance, management and security

• Ensure data backup

• Manage user access permission and offer technical support

• Conduct database management

• Provide customer support and the assessment of needs and satisfaction Train clients in using recent technologies and updates

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