Customer Service Support
Resume:
Michael Alabi
MAYWOOD, IL *****
*************@*****.***
“Following the passion for Service and Technical Support”
Areas of Expertise
• •
WiFi, LAN/ WAN Networking Mac OS/Linux support
• •
Microsoft Exchange Network configuration
• •
Cisco router configuration HP 9100C Digital Sender Administration
•
• Ethernet, Wi-Fi 3G and 4G
HP Printers/Canon Copiers
• •
Microsoft Windows XP/2000/Me/98/95 PCAnywhere Remote Assistance
•
• Microsoft Active Directory support
Microsoft Office 2003/2000/97
• •
Remedy Help Desk Ticketing Systems Microsoft Remote desktop
• •
Oracle support and diagnosis Network support
• •
Laptop/Desktop/Palm Devices Ghost, Acronis, HD clone, Clonezilla imaging support
• •
Heat Ticketing systems Apple OS, Android OS, Blackberry OS, and Windows
Technical Summary
• Results-oriented professional brings over 14 years of proven computer systems support, customer service,
LAN installation and maintenance.
• Hands-on success in facilitating Blackberry/PDA, Android Apple and hand held installations, configurations
and training.
• Multifaceted qualified specialist: A+, Network+ Certified Professional and Electrical/ Electronic Tech
• Spearhead process improvement in utilizing eCopy desktop software to scan and edit scanned documents
• Diverse experience maintaining and configuring Canon/HP Image Runner copiers as printers and scanners,
7200 series PDAs and Palm devices
• Highly observant and resourceful in maintaining OS including but not limited to Linux, Mac OS, Microsoft
Windows, Novell, and Android
• Multi-technical: laptops, desktops, scanners, copiers and all other related peripherals.
• Expert solution provider: supporting local area networks; MAN, and supporting customers locally and
remotely
Career Path
Loyola University Hospital, M aywood IL Desktop Integration Lead Analyst, March 2 014
• Reimaging windows XP machines for windows 7 deployments.
• Configuring and repairs of Dell /HPs desktops and laptops
• C onfiguring outlook 2010 on client machine
• S econd level support of SCCM
• Heat tickets resolution and updating.
• Proficiently supporting Outlook, Exchange and GroupWise integrations.
• Configure GroupWise and registry clean up
• Resolve 2nd & 3rd level issues and perform root-cause analysis
• Perform data backup & recovery procedures
• K ronos and office suite support
• N etwork resolution and configuration on the AD
Allstate Insurance 3 075 Sanders Rd, Northbrook, IL Desktop integration Analyst Jan
2 014-March 2014
• Refurbishing older machines for deployments.
• Configuring and repairs of HPs and Dell machines for recycling
• Deploy all desktops, laptops, and thin client devices
• I n emergency situations, add software to PCs utilizing Microsoft SCCM scheduled drops.
• Tickets resolution and updating.
• Proficient in supporting Outlook, Exchange and mail servers, Using AD for support.
• Configure and install hardware and software
• R esolve 2nd & 3rd level issues and perform root-cause analysis
• Perform data backup & recovery procedures
• E nsure alignment with corporate governance guidelines
Jesus House Chicago 4332 N Kedzie Ave
C hicago D esktop Analyst/ Network Tech . J an 2012- Jan 2014
Second-level desktop support
• First and second level Help Desk support
• Setup and configured laptops and desktops
• Basic LAN administration
• Reconfigured/upgraded laptops/desktops
Supported/Upgraded Microsoft Windows 98, 2000, ME, XP, Win 7 and 8
•
• Supported Microsoft Office and Lotus products
• Supported Adobe products and services
Installed and upgraded hardware and apps
•
• Provided end-user support via phone and desk side
• Troubleshot network and printing connectivity
Smart source Inc. West Chicago IL D esktop support / Network Analyst, J uly 2008- Jan 2012
• Gained excellent experience in system personalized software operations and various types of
h ardware.
• Provided end user on-site support
• Installed on-site network with remote server
• Upgraded firmware, OS and hardware to satisfy customer speed and requirements
• Trained staff and customers on computer-system setup and operations.
ADI MIDWEST, Elk-grove Village, IL ASST. Logistics Manager/ Support Analyst July 2008- Jan
2009
• Responsible for various office functions, including but not limited to Network monitoring
• Processing Oracle based program transaction of day to day shipments
• Scheduling daily activities for other employees
USPS JT Weeker ISC Chicago, IL
Mail handler, October 2007- June 2008
• Responsible for various post-office functions and mail handling
• Maintaining company confidentiality and customer privacy
Hughes and Associates, Lenox, GA
CAD Operator, April 2007- June 2007
• Maintained local area network in Microsoft Windows XP, Server 2003 and Ethernet environment
• Installed and troubleshot Microsoft Office products
• Networked computers and HP printers; Support IBM laptops and desktops
• Utilized AutoCAD software in designing and producing blueprints and schematics of metal buildings
• Performed various office functions but not limited to filling and employee scheduling
BMC Solutions : K ennesaw, GA
Desktop Analyst October 2006- April 2007
• Second-level desktop support
• First and second level Help Desk support
• Setup and configured laptops and desktops for county employees
• Basic LAN administration
• Reconfigured/upgraded laptops/desktops
• Supported/Upgraded Microsoft Windows 98, 2000 ME and XP
• Supported Microsoft Office and Lotus products
• Supported Adobe products and services
• Installed and upgraded hardware and software
• Provided end-user support via phone and desk side
• Troubleshot network and printing connectivity
• Maintained and installed applications
• Utilized Norton Ghost for disk cloning
Ahmadiyyah Hospital Banjul Gambia
Electronics/Computer technician February 2005- August 2006
• Second-level desktop support
• First and second level Help Desk support
• Setup and configured laptops and desktops for county employees
• GSM Handset repairs and setup
• Routers, Switches and hubs repairs
Mikol computer Ouagadougou Burkina Faso
Computer Help desk support Tech February 2004- January 2005
• Second-level desktop support
• First and second level Help Desk support
• Troubleshot Mac and upgraded firmware on Linux
• Installed and repaired scanners
Afri Telecommunications Lagos Nigeria
LAN/MAN Computer Help desk support Tech December 1999- December 2004
• Monitored the Help Desk queue in net monitor and assigned tickets to self and/or appropriate technicians.
• Created photo ID security cards for new hires, volunteers and interns using Access It Universal.
• Ran incremental/ differential server backups using Symantec/windows Backup.
• Configured and troubleshot Microsoft Outlook 2003 and later.
• Installed and requested access to in-house applications for end-users.
• Unlocked network accounts and reset passwords via Active Directory.
• Requested network IDs for new hires, volunteers, interns, etc.
• Configured network profiles via Active Directory.
• Added users to groups; setup permissions to requested directories.
• Created personal folders on File Server.
• Managed signal amplifiers remote and on-site.
• Reset voicemail passwords via VoIP/ Net meeting
• Assisted users in setting up printers.
• Scheduled service requests for Toshiba Copiers/printers.
• Troubleshot network and printer connectivity issues
• Installed Microsoft Office products
• Setup laptops and projectors for meetings.
• Established remote wireless access for end users
• Created new account for customer ISP accounts
• Configured and monitored customer wireless links
Micronet Lagos Nigeria
LAN/MAN Computer Help desk support and electronics Tech January 2000- December 2004
• Setup laptops and projectors for meetings.
• Established remote wireless access for end users
• Repaired and installed CDMA phone sets and GSM sets
• Reprogrammed mobile phone Using Griffin software
• Responsible for end user account setup and in-house dialup connection
Education
Yaba college Of Technology, Lagos. Nigeria
M ajor: Electrical and Electronics Engineering
C ourses i ncluding programming, drafting, communications, and human relations
Jaretayo Engineers. Ibadan, Oyo. Nigeria.
M ajor: PC Tech and networking
Courses included business mathematics, hardware maintenance, system building, and troubleshooting
Techskills Chicago IL
P c maintenance/ repairs A+/Network+ essentials
Certifications
CompTIA A+ and Network+
Computer Hardware and Networking training
Electrical/Electronic Associate degree
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