IP Engineer with strong customer care skills and PC troubleshooting

ESIDJE OCHUKO REX

** ****** ****, *** **** Avenue, Ikoyi, 101233 Lagos State

Personal Information

Sex: Male

Marital Status: Single

Phone: 081*-***-****, 080*-***-****

Email:*********@*****.***

Career Objective

A dynamic and incredibly driven IT Engineer, intelligent, hardworking and goal oriented,

seeking a challenging and rewarding opportunity as Help Desk Engineer in an organization

that will enable me develop in skills, support critical business requirements and contribute

to organizational growth and success.

Certifications 9/25/2013

Cisco Certified Network Associate

(CSCOID) #12493884

Certification that validates the ability to install, configure, secure, operate and troubleshoot

switched and routed networks, allowing network devices to interact, share information and to

keep lines of communication always available for users to communicate

Skills

Identify and correct network problems at various layers of the OSI model using a

layered model approach.

Explain network segmentation and basic traffic management concepts

Develop and interpret network diagrams

Configure, verify and troubleshoot switches with virtual LANs and inter switch

communications

Implement basic IP addressing schemes and IP services to meet network

requirements.

Configure, verify and troubleshoot basic router operation and routing across devices

on a network

Identify security threats to a network and describe general methods to mitigate

those threats

Implement, verify and troubleshoot NAT(Network Address Translation) and

ACLs(Access Lists) in a branch office network

Select appropriate administrative tasks required for wireless LAN.

Implement and verify WAN links

Globacom Limited Lagos, Nigeria Nov 2012- Date

Biggest telecommunications operator in West Africa providing GSM, Fixed, Broadband and

Gateway services with headquarters in Nigeria and subsidiaries in Republic of Benin, Ghana,

Togo and other West African countries.

Department: Customer Care

Designation: Customer Care Representative

Responsibilities:

Define and explain customer expectations.

Answer customer inquiries by clarifying desired information, researching, locating,

and providing accurate information.

Document customer interactions and complains via Siebel CRM tool to capture and

maintain an accurate and current data base on customer issues.

Resolve customer issues and escalate unresolved issues to appropriate back offices

for resolution.

Sell additional services by recognizing opportunities to up-sell products, explaining

new features.

Demonstrate an understanding on the importance of meeting customer needs and

its impact on the organization.

Keep equipment operational by following established procedures and reporting

malfunctions.

Enhance organizations reputation by accepting ownership for accomplishing new

and different requests, exploring opportunities to add value to job accomplishments.

Special Skills Acquired

Interpersonal Skills

Working as a customer care agent has given me the opportunity to work and

communicate with quite a diverse group of people. Allowing me to experience and

deal with a mixture of personality types has enabled me to be more friendly, polite,

helpful and genuine even in trying situations. I am better able to manage conflicts

and to resolve them quickly should they occur.

I am adapted to work at any time of the day. Working on shifts has helped me

become used to ever changing hours. I am better able to adapt to changes in work

hours if the need arises.

Enhanced problem solving skills

Professional ethics and business process

Accomplishments:

Was awarded best groomed male in the Globacom Customer Care Trainee

Orientation Course.

Second best overall in training KPI at close of orientation course

QuadNet Communications, Lagos, Nigeria Dec 2011 – Nov 2012

A leading telecommunications infrastructure service provider delivering consultancy services

and solutions (RF Optimization, Tuning, Acceptance Testing, Site modernization and general

telecommunication services) to GSM operators across Nigeria

Department: Field Service

Job Title: RFC 2544 Test Engineer (Contract)

RFC2544 is a benchmarking methodology used to measure and report the performance

characteristics of network devices enabling us to investigate performance availability,

transmission delay; link burst ability and service integrity

(PROJECT: MTN NIGERIA IP-RAN)

Responsibilities:

Setup and Configure Ethernet test set for End-to-End network testing on microwave

links (E1 lines), working on parameters such as throughput, frame loss, latency and

burst.

Conduct layer 2 test across microwave links.

Monitor test process.

Report and interpret test results

Proficient with the following network testers:

Anritsu CMA3000 (Fast Ethernet links)

Agilent FrameScope Pro(Gigabit Ethernet links)

Accomplishments:

Successfully delivered results for over 100 microwave links during the contract

period.

Zinox Technologies Limited, Lagos, Nigeria Oct 2004 – March 2005

Information technology organization with strong interest in personal computer (PC)

manufacturing (Zinox branded PCs), distribution and after sales support across Nigeria and a

number of West African countries

Department: Technical Support

Designation: Industrial Trainee (IT)

Responsibilities:

Install, integrate and configure new computer systems and hardware.

Support appropriate use of computer hardware and software for end-users.

Install and link peripheral equipment’s checking for configuration.

Handle routine inspection and preventative maintenance on computer hardware.

Offer help desk support, daily administration and maintenance of computers and

peripherals.

Provide technical support within the organization on other IT related issues

including network support.

Create reports for maintenance services carried out; keep maintenance records up

to date.

Provide support for clients via telephone.

National Youth Service/Volunteer Work

Informatics Institute, Kazaure, Jigawa, Nigeria July 2009-July2010

A reputable and global ICT training institute in north central Nigeria with headquarters in

Singapore and branches in over 45 countries around the world, offering courses and

graduating students in International Diploma and International Advanced Diploma in

Computing, Cable Technology(C-Tech), Oracle, basic computer appreciation and online degree

program for Portsmouth and Wales University

Responsibilities

Maintain laboratory Computers.

Prepare weekly report on maintenance activities.

Ensure student’s compliance with laboratory rules and ethics.

Invigilation of exams.

Trainer/Instructor, Karis IT Consult, Jigawa (Part Time) Sep 2009- April 2010

Part time ICT training school offering basic courses in computer appreciation, Microsoft Office,

AutoCAD, Oracle, e.t.c

Trained students on the following modules

Application of Information technology in the work environment.

Basic Computer Appreciation.

o Microsoft Windows

o Microsoft Office Suite

Other Initiatives during service year

Initiated the computerization of Kazaure Local Government Secretariat.

Twice guest lecturer at the gumel orientation camp in Jigawa State to introduce and

educate corp. members on a social networking website designed by Kmonson Nig

Ltd to empower youth corpers during the service year.

Member, Economic and Financial Crimes Commission, Kazaure group.

Software Competence

Siebel 7 CRM

Microsoft Windows

Microsoft Office User Expert, (2003, 2007, 2010)

Proficient use of the internet and email services

Professional Trainings

Kedahan Services Ltd, Warri, Delta State

(Registered Project Management education provider)

PMP Training (PMI methodology) 9/2010

35 hours of Project Management Education (5day Duration)

PMP (from PMI) is the most advanced industry-recognized methodology for successful delivery

of projects, globally recognized and demonstrates the experience, education and competency

to lead and direct projects worldwide.

Special skills acquired

Best practices in project planning, execution, monitoring and control.

Academic History

B Eng. (Hons.)Computer Engineering 2005-2009

2nd Class Upper Division

GPA : 4.173 in 5

University Of Benin, Benin City, Nigeria

Diploma in Computer Engineering 2002-2004

Upper Credit

University Of Benin, Benin City, Nigeria

Twin Fountain College, Warri, Delta State 1999

West African School Certificate (WAEC)

Personal Qualities

Strong telecommunication skills

Takes initiative

Hard working and honest

Highly organized

Referees

Engr Igimoh

Department of Computer Engineering

University of Benin, Benin City

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

Doctor Apeh

Department of Computer Engineering

University of Benin, Benin City

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

Prof. John Idiodi

Department of Physics

University of Benin, Benin City

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

Contact this candidate