Customer Service Sales

Peter Owolabi - MCSE NT*, MCITP (****), Network +

**** **** ***** *****, **********, GA 30052 301-***-****

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

PROFESSIONAL PROFILE:

I am a very intelligent and enthusiastic individual with excellent customer

service and Pre-sales Technical Consultant communication skills. I have

gained experience in the I.T services industry over the last twenty years,

during which time I have shown that I can work well in an ever changing

environment. I have experience of managing and working particularly in the

desktop/Server and Networking sector. I have successfully managed a number

of projects and am able to manage staff and resources effectively. I can

work hands on, using initiative as duty permits.

EDUCATION:

University of Essex, Pgdip Communication systems, October 93-June 95

University of Lagos, B.Sc. Hon's: Electrical Engineering, October 85-Sept

90

CERTIFICATIONS: MCSE NT4, MCITP (2008), Network +

TECHNICAL COMPETENCE:

SOFTWARE:

. VMware, Hyper V, SCCM

. Microsoft: Windows 7, Vista,

. Windows 3.51, NT4.x, 2000 (Workstation and Server)

. Windows 3.x,98,2000, ME

. XP office95/97/98/2000 and MS Office

. XP (professional and Standard), earlier versions of MS word

. Excel & Access (pre-office).

. Microsoft SQL 6, 6.5. Microsoft Dos.

. Microsoft Server 2003/2008/2012.

. Novel: Versions 2.86 to Netware 5.x

HARDWARE:

. Toshiba, HP, Sony, IBM, DEC, Dell, Lenovo

. Various types of modems (stand alone, networked)

. ISDN cards and VOIP

. Printers (HP, Cannon, Ricoh)

. Sonicwall, Bay

. Cisco switches and routers

. RAID devices

PROTOCOLS: Netbeui, TCP/IP (Both Versions), Ipx/Spx

NETWORKING TECHNOLOGIES:

. Workgroup

. Ethernet

. Token ring

. FDDI (CSMA/CD and CSMA/CA)

INTERNET/EMAIL:

. MS IIS (Internet Information Services)

. MS Proxy Server and other MS Internet related software, e.g DNS.

. MS Exchange 5.x through to 2000.

. MS Outlook (all versions) and other MS email clients.

. Firefox and Internet Explorer (all versions)

. Firewall, Websense, Surfcontrol, Mimesweeper (webSweeper and

MailSweeper)

. Web content and email filtering software.

. Macromedia software; MS FrontPage.

MISCELLANEOUS: Arcserve (backup software for Novell and NT), various

antivirus software (Both Server and Desktop), QuarkXpress, Photoshop,

Illustrator, VPN

PROFESSIONAL EXPERIENCE:

July 14- Date, Company: Incomm

Position: Inventory and Asset consolidation Consultant

. Utilize SCCM to gather server configuration information.

. Utilize cisco prime to extract network equipment details and

configuration.

. Ensure all assets are accounted for in the database.

. Ensure all assets are configured to recommended standard.

. Provide manual inspection and validation of assets

. Engage and interview relevant personnel to determine owners of assets

and their current use.

. Engage and Interview relevant personnel to determine applications that

reside on each server.

. Populate 'Service Now' with information gathered from discovery and

manual tools.

. Generate report and recommendations as necessary.

Feb 14- June 14, Company: SunTrust Bank

Position: Level III Discovery Technician

. Interfaces with STI Application Owner to obtain vendor

executable/installation file.

. Works in conjunction with STI App Owner to perform manual installation

and configuration on STI Win7 test VM's.

. Create installation, configuration, and QA document for use by the

packaging team.

. Responsible for documenting and passing on any issues encountered to

Application Source Code PM, who hands off to the STI Application

Remediation and Triage Team Lead as required.

. Use VMware to create and delete virtual machines for testing purposes.

Dec 12 - Jan 14, Company: Ricoh Corp

Position: Tier II Support Personnel

I work as a member of a multidisciplinary helpdesk unit supporting various

businesses across the country. My task and functions include resolving

Microsoft exchange (email) issues, VMware issues as well as general

proactive maintenance on servers using Kaseya management tool.

. Providing exceptional customer service during calls with customers.

. Performing multiple sessions with customers concurrently.

. Member of rapid response team designated to resolve desktop/server/LAN

and WAN issues on an urgent basis.

. Provide management and support for mobile devices including

Blackberry, apple and android.

. Assist in the migration of mobile platform.

. Guiding customers through each step of any repair process and explain

clearly so the customer comprehends and follows the steps.

. Performing tasks associated with remote diagnostics, problem solving,

installation assistance and system modifications.

. Troubleshooting, repairs and escalating support incidents.

. Responding to service tickets promptly, in accordance with established

guidelines and service agreement.

. Providing a timely resolution to the customer problems; escalating

issues if time lapsed is exceeding established guidelines.

. Documenting customer complaints and escalating unresolved issues.

. Follow up on service incidents to ensure the solutions provided have

solved the customers' initial request and verify customer

satisfaction.

. Accurately maintain associated data, files and records regarding

incidents. Account for time spent in all activities (chargeable and

non-chargeable) for billing, contract profitability assessment,

resource allocation, etc.

. Remotely connect to customer's computers and respect their privacy by

requesting access to any folders or applications being accessed for

remediation purposes.

. Maintain SLA on all owned cases.

. Maintain Quality cases with minimal mistakes.

. Coordinate with other team members, as needed, to determine how to

improve processes.

. Act as first line of defense on internal alias to assist High Profile,

Media or executive escalations.

. Continuously communicate with Service Delivery Lead/Team Manager to

identify any negative trends and report on the identified trends.

. Maintain assigned equipment, software and technical data in accordance

with department policy.

. Provide sales leads to increase revenue opportunities for the company.

. Determine individual training needs and ensures management is aware of

training requirements to grow with the assigned responsibilities.

. Assist in the training and development of fellow Ricoh associates as

assigned.

. Monitor customer-generated alerts from Kaseya and provides remediation

per established policies and procedures.

. Serve as the primary support for System Administration duties and

activities for server hardware, Microsoft Server related products and

operating systems

. Serve as the Secondary support for End User hardware, operating

systems and applications including, but not limited to, Desktops,

Laptops, Tablets, Smartphones, Microsoft Windows, and Microsoft

Office.

. Apply general knowledge of network technologies to customer issues.

May 08- Dec 12

Company: Compucalm Ltd, Position: Computer Engineer/ Technical Consultant

. Prescribing the most appropriate LAN and WAN solutions for existing

and new clients.

. Conducting wireless surveys and submitting best performance reports.

. Server Installations and providing general pre and post sales

technical support to both internal and external staff.

. I also engaged in working and resolving desktop and server problems

over the phone and remotely using various software and tools

. Assist in the migration of mobile telephony from blackberry enterprise

platform to Apple and Android using Airwatch

Nov 07- April 08

Company: L3 Communications (via NCW resources)

Position: Helpdesk Support

. Worked as a member of an ISO 10,000 helpdesk unit supporting the staff

of Montgomery County in the state of Maryland.

. Provided good customer service, taking ownership of reported problems

from inception through to resolution,

. Answering the phone and redirecting to their party as appropriate,

resolving issues and problems verbally or using remote tools such as

SMS/SCCM and Logmein.

May 99- October 07

Company: Bull Information Systems Ltd.

Position: Pre-sales Technical Consultant

. Working within the services Division, my role was to assist the sales

team in selling a wide range of support services, including Mission

critical support, managed services (including helpdesk, cabling,

Network solutions, Data warehousing, training etc.

. Quarterly, I assisted our direct sales force in achieving their

targets sometimes surpassing them. My contribution has led to wins in

several new major accounts. One of my significant wins includes a

joint venture opportunity developed with a local authority.

Leisure Activities: I enjoy cycling and a keen footballer. I am an

associate member of the Institution of Electrical Engineers.

References Available on request

Contact this candidate