Customer Service Quality Assurance

Tobechi “Tobe” Onuoha

**** *********** **

Brandywine, MD 20613

(c) 240-***-****

*******.******@*****.***

Summary of Qualifications:

* Experienced in installation and configuration of Windows Server Operating systems.

* Familiar with network devices such as hubs, switches, and routers

* Experienced in management Windows XP, and Windows 7 (patches, updates, etc.).

* Experienced in systems administration and imaging PCs.

* Experienced in managing accounts in Active Directory.

* Experienced in troubleshooting hardware and software problems across networks.

* Familiar with Quest vFoglight.

* Familiar with VMware and virtual infrastructure

* Familiar with Solarwinds Orion.

* Experience with Maximo

* Experience with Salesforce

* Experience in basic programming and web development.

* Two years of experience in data communication equipment installation and maintenance.

* U.S. Citizen

Certifications:

* ITIL Foundation v3 Certification

* A + Certification

*Network + Certification

*Windows Server 2008 Active Directory, Configuring Pending

Work Experience:

Sparks IT Solutions, Landover, MD 2013-Present

Helpdesk Associate for 2U, Inc. Prince Georges County, and Learning Tree via Sparks IT

Solutions.

*Troubleshoot problems submitted by Salesforce.

*Provisioned laptops for new hires.

*Troubleshoot problems with Mitel PBX phones & Jabra pro headset.

* Re-imaged Lenovo Laptops and Dell workstation.

CSC, Hanover, MD 2011- 2012

Junior Systems Administrator for the Maryland State CHART system via Computer Sciences

Corporation.

*Troubleshoot problems submitted by Maximo ticketing system related to CHART, and end user

workstations.

*Performed a variety of Systems management functions related to the operation and performance

of data communications networks (e.g. taking snapshots of virtual machines and setting up

backup with CA ARCserve and Quest vRanger).

*Monitors and analyzes system alerts through vFoglight, and VMware vSphere.

*Performs Security scans and patching with Shavlik

*Troubleshoots network problems and using command line tools and network performance

software (SolarWinds Orion).

*Gained experience with managing user accounts with Active Directory

*Gained experience building HP and IBM servers

Springs of Living Water, Inc., Waldorf, MD 2008-2011

Website Developer & Desktop Support Specialist for a non-profit organization and ministry.

*Designed and developed organization’s website template (www.solw.org).

*Master overseer of all graphic designs and media releases.

*Troubleshoots all organizational computer and printer problems.

* Troubleshoots network and user issues, presents resolutions for implementation.

* Acted as systems and network administrator.

*Performed weekly backups of organization’s computer.

*Imaging workstations (clonezilla live).

*Troubleshoots LAN problems.

*Built three organizational computers.

*Trained A/V staff and oversees all A/V assignments.

*Utilized videoconferencing technology, microphones, instruments, amps, digital recording software (i.e.,

Sonar), Audio mixing console, etc. to assist with organizational needs.

*Support user issues with Microsoft Office applications and Google Apps

ESP, Clinton, MD 2008-Dec 2010

Roadside Testing Technician and Emissions Inspector for Virginia and Maryland.

*Worked as a government contractor.

*Operated Remote Sensing Devices (RSDs) using Infrared (IR) and ultraviolet (UV) light.

*Installation and maintenance of data communication equipment.

*Operated computerized tracking system to measure levels of emissions on Virginia highways.

*Worked independently with little or no supervision.

*Performed quality assurance tests on emissions equipment.

University of Pittsburgh, Pittsburgh, PA 2004-2006

Undergraduate Lab Consultant for student campus computer labs.

* Maintained organization of computer lab services and events.

* Assisted students with trouble shooting computer malfunctions.

* Implemented knowledge of computer technology.

*Managed the use of multiple printers and over 30 computers.

*Reset user passwords

University of Pittsburgh, Pittsburgh, PA 2004

Engineering Intern for Mechanical Engineering Department.

Rite Aid, Lansdowne, PA 2001-2007 (Seasonally)

Acted as a Customer Service Representative for Food and Drug store.

Education:

University of Pittsburgh, Pittsburgh, PA

Bachelor of Arts, Music

Key Courses: Advanced Calculus, Intermediate Engineering, Physics

Penn Wood High School, Lansdowne, PA

Graduated in 2002 with Honors; Awards: National Honors Society

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