Support Manager

Adekunle Lawal

Senior IT Analyst

Calgary, AB. **************@*****.*** - +1-403-***-****

SUMMARY OF QUALIFICATION:

A multi-skilled Senior IT analyst with an in-depth knowledge of architecting, installing and configuring computing systems.

Experienced in providing client focused IT support and in analysing and resolving IT hardware and software problems in a timely and accurate fashion.

Ability to maintain a high degree of customer service for all support queries, with strong analytical and documentation skills

SKILLS:

Over 14 years of experience supporting Microsoft based technologies.

Experience in Enterprise Computing, enterprise mobility management (EMM)

Experience with Windows XP, 7, 10, Azure AD management, MS Exchange, GPOs.

Experience with Microsoft Office 2007, 2010, 2012, and O365.

Experience with SCCM, VMWare, Citrix, SAP, PI, PVR, Livelink, SharePoint, OpenText.

Experience working with wide range of Cisco technologies.

Experience with MDM – Mobile device/Mobile application management, and PC management.

Experience in Intune mobile device, Endpoint and operating system management.

Experience supporting BlackBerry, iOS, Android and other mobile devices.

General networking experience (LAN/WAN, TCP/IP, VPN, patches, routers, firewalls, VoIP, fibre optics).

Experience working with HP Blade System, Red Hat Linux, NetApp NAS & SAN storage, Netbackup etc.

Experience with IMAC, BitLocker, secured disk wipes, break-fix, deployments of new hardware.

Experience with Installation and decommissioning of servers, and general management of server room.

Experience with supporting Workstation, Printers, printer queues, and Cisco IP phones.

Experience in end user computing, and managing of users’ expectations.

Ability to multi-task, a self-starter, and a team player. Excellent work ethics, and good focus on details.

Business level communications skills, ability to work independently and meet tight deadlines

Complied strictly with all safety requirements ensuring access to various industrial sites.

WORK EXPERIENCE

Windows 10 Migration/Deployment Lead, Contract Jun 2019 – Present

NortonRose Fulbright LLP Calgary AB

Migrate user account and data to newly imaged machines utilizing a proprietary USMT scripted app.

Pushing user required software packages and user rights via AD, SCCM, and reattach user printers.

Set up user email accounts in O365, re-attach user PST’s and group mailboxes.

Reset / un-lock user accounts in AD. Provide post end-user support.

Manually recover any lost user data, and troubleshoot AD, Group Policy, SCCM.

Re-mapped workgroups drive, and BitLocker encryption issues.

Senior IT Analyst Jul 2015 – April 2019

HCL/ Equinor Calgary AB

End User Computing

Hardware Troubleshooting, Repair and Maintenance e.g. Ordering, Warranty and Disposal.

Intune mobile device, Endpoint and operating system management.

App/ Software deployments to mobile devices via Intune.

Windows 10 image Deployment, Azure AD management.

Software Support - Imaging Window and Linux, SCCM App. installation, Application Support.

Cisco IP Phone setup - Backend administration (User Profiles, Voicemail/Passwords).

IMAC Services - Install, Move, Add, Change.

Network Support - Riser Rooms, Routers, Switches and Servers Support.

Printer Support - Consumables replacement, Troubleshooting and Warranty calls/Replacement.

Ticketing System - Assigning tickets to groups in SNOW, Monitoring and general SNOW administration.

Inventory - Global SAP operation, IT Asset tagging and tracking.

Meeting room support - Tandberg/Creston troubleshooting, Sharps AV support.

Enterprise Computing

Data Centre Operations.

Hands & eyes support to the Data Centre.

Server/Network rooms Operations.

Business Continuity Centre management operations.

Change Management.

Backup tapes library management.

Collaborating and troubleshooting with Back End teams.

Projects

Intune Mobile Implementation 2019

Data Center Move. Dec. 2018

Windows 10 Deployment 2018

New Evaluation room Project 2017

Office 365 Migration 2016

SafeNet MobilePASS rollout 2016

Statoil Grand Bahamas IT Infrastructure and office setup 2016

Window 7 Deployment 2015

Windows 7 Migration/Deployment Lead, Contract Jan 2015 – May 2015

MBI Canada. Calgary AB.

Migrate user account and data to newly imaged machines utilizing a proprietary USMT scripted app.

Pushing user required software packages and user rights via AD, SCCM, and reattach user printers.

Set up user email accounts in MS Outlook 2010, re-attach user PST’s and group mailboxes.

Reset / un-lock user accounts in AD. Provide post end-user support.

Manually recover any lost user data, and troubleshoot AD, Group Policy, SCCM.

Re-mapped workgroups drive, and BitLocker encryption issues.

Project

Windows 7 Deployment 2015

IT Support Analyst, Contract Mar 2013 – Nov 2014

Shell Canada. Peace River AB.

Under the direction of the Shell Territorial IM&IT Manager, I oversaw and participated in the delivery of IT support services to the Shell Canada in Peace River region.

Primary on-site contact for all IT related user issues.

Lead IT support for the new Carmon Creek Project.

IT resource supporting remote field offices throughout Peace River region.

Performed IMAC, secured disk wipes, break- fix, deployments of work stations, and general EUC issues.

Coordinated with third party companies to deliver on several projects for PRC region and Carmon creek.

Offering day to day end-user support to Peace River Shell in-situ and other locations.

Ensuring high levels of customer satisfaction through troubleshooting and call resolution.

Performing initial problem identification and resolution of issues where possible;

Performed roaming and local profile rebuild, re-imaging of assets, deployments of new hardware.

Responsible for setting up various VC units for high ranking executive meetings.

Performed New hires on-boarding and off-boarding procedures.

Provided guidance to team members as per day to day activities on the site.

Using DW web portal ticketing system to track and process tickets.

Projects

Set up of IT Infrastructure for Carmon Creek Project Peace River 2013.

Set up of 10 Cisco/Tandberg Collaborative Work Environment (CWE) in the PR region 2014.

Migration of the office phone Infrastructure to Cisco VOIP phones 2014.

IT Technical Support Analyst, Contract Oct 2012 – Jan 2013

AECOM Canada. Calgary AB.

As a team member, provided technical support to over 45000 AECOM employees across the globe.

Provided Tiers 1, & 2 end users support (e.g. change passwords, deploy PCs, etc.).

Primary contact on site for all IT related user enquiries; including IT support.

Managed and maintained inventory of software and hardware used to support end users.

Participated in projects that require IT contributions.

Provided support for back-end infrastructure (servers, networking, and storage) as needed.

Provided support to employees using remote support system, such as Lync and Bomgar.

Provided network connectivity troubleshooting for BlackBerry, and other mobile support.

Tracked calls and incidents using Cisco Desktop agent.

Provided direction, and coaching to new hires.

Application Support Analyst Sep 2009 – June 2012

OANDO Oil Ltd

Provide first line support for issues related to application and platform.

Participated in both operational analysis and software development.

Administer applications; identify weakness and recommend enhancement.

Contributed to technical team activities (design, modeling, prototyping, coding, testing).

Monitor and provide support to on-going system, supervise and perform modification for onsite vendor.

Design and assist with training related to internal and external customers.

Provided end-to-end data analysis, documentation to map data, workflow, and processes.

Assisted to improve processes and workflow.

Develop and enhance application according to customer requirements.

Provided all 1st and 2nd level application support and resolution management.

Analysed and ensured data integrity to avoid user errors between CRM System.

Application Developer Feb 2004 – Aug 2009

Modatek Systems. Milton ON

Unification of company developing and printing environment.

Assessed the printing and built a system that was implemented company wide.

Company document and communication development.

Accumulated nine project modules in the general library, which was adopted for company projects.

Reporting Manager Application (Product and Technology: J2EE, Java, Servlets, JSP, XML and HTML).

Assessed, designed and developed programs in compliance with computing manager’s scope.

Sale application (Product and Technology) J2EE, Java, Servlets, JSP, Apache tomcat, XML, HTML, UML)

Built a program that provided Sales Department an authority to select new customers.

Vacations application (Product & Technology: J2EE, Java, Servlets, JSP, Apache, Xml and Html, UML).

Outlined and developed staff vacation request and calculations, calendar configurations and reports.

General Process Applications (Product and Technology: GPA III).

Generated the general process applications and interfaces, and worked with the testing team.

EDUCATION University of Toronto. BSc. Computer Science / Statistics

CERTIFICATIONS

ITIL v3 IT Service Management

HP Site Host & Team Certification

Dell Desktop & Notebook Certification.

ACSA CSTS-109

Energy Sector Driver Improvement and H2S Alive

Shell Upstream Americas Certificate of Completion

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