Customer Service Technical Support
Resume:
Profile
Network Analyst with Bachelor of Technology Degree and 3+ years’ experience maintaining Microsoft and Cisco network infrastructures
Proficient in administering and designing LANs, WANs, internet and voice networks
Extensive experience in analyzing and developing key components using methodology prescribed techniques.
Proficient in administering and supporting Microsoft Systems Infrastructure; Windows Server 2008/2012, Exchange Server, Windows XP/Vista/7/8, Active Directory, DNS, DHCP.FTP and TFTP
Good understanding of static and dynamic routing protocols, SQL databases, network security and VMware.
Extensive Experience in troubleshooting, repairing and upgrading of network systems, installation of computer hardware and software, Microsoft Windows and Email migration.
Strong knowledge of computer systems, networking, computer components, LAN, cable and TV setups, internet applications, IMAC, with troubleshooting with customers via telephone/email.
Learning new techniques upgrading relevant skills, knowledge and possess ability to travel.
Proficient in network connectivity troubleshooting, tracert, telnet and security methodologies.
Extensive knowledge of the implementation and configuration of CISCO-ASA firewalls and the HSRP protocol for default Gateway Redundancy.
Technical Skills
Microsoft Operating System: Windows Servers 2008/2012, Linux O/S,
Windows 7, 8, 10 and XP
Technologies: Messaging Servers MAPI, ADDS, DNS, DHCP, SMTP
Network & Protocols: LAN/WAN, TCP/IP, VPN, FTP, OSPF, EIGRP, RIP
Anti-Virus Software: McAfee, Symantec Endpoint, Kaspersky lab.
Server and Workstations: HP, Dell, Asus.
Application Software: Kali Linux, SCCM, PHP, HTML, MySQL Database
Backup & Recovery: Storage Devices and Backup Management
Employment History
Technical Support Specialist July 2012 – Sept 2014
Elexsoft Technologies Winnipeg, Canada
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Develop help sheets and knowledge base articles for end users.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
Server Administrator August 2005 – April 2012
Ondo State Teaching Service Commission Akure, Nigeria
Provide server side Exchange support for mailboxes and mail-enabled recipient objects through Active Directory, PowerShell, and the Exchange Management Console (EMC)
Support of all Microsoft server 2012 and troubleshooting client connectivity issue at network levels. Managing and resolving user’s accounts, PC and handheld device support.
Troubleshoot mail delivery and mail routing problems via message tracking, non-delivery reports, Telnet sessions, and by reviewing SMTP and connectivity logs
Support email issues for different clients and platforms such as Microsoft Outlook, Outlook Web Access, Exchange ActiveSync, and Exchange Web Services
Provide knowledgeable technical support and troubleshooting guidance pertaining to network, Internet, cable, digital phone, and computer issues
Establish strong customer relations and seek out opportunities for additional sales with new and existing customers.
Provide customer support in setup, configuration, and troubleshooting and issue resolution. Identify opportunities to improve customer service levels. Responsible for maintaining and fixing network computers.
Managing and supporting online and local servers and clients computer.
Installation, configuration, and supporting new and old clients (Citrix Webinar)
Updating and managing of video file and current training tools on websites
Support internal and external users' inquiries regarding online application operation to resolve problems.
Configure and administered Internet connectivity and Local Area Network solutions.
Set up equipment for employee use, performing or ensuring proper installation and configuration of operating systems, network, mail and appropriate software
Troubleshooting system/ network problems, diagnosing and solving hardware/software faults.
Interacts with internal users on all levels to help resolve IT-related issues
Education Background
Network Security Diploma 2014-2015
University of Winnipeg
Winnipeg, Canada
Information Assurance and Security Certificate 2014-2015
University of Winnipeg
Winnipeg, Canada
Business Management Certificate 2014-2015
University of Winnipeg
Winnipeg, Canada
Mathematics/Statistic 1997- 2002
Federal University of Technology
Akure, Nigeria
Temitope Elemeje
Software Developer
Elexsoft Technology
Adedamola Sowunmi
Network Engineer
City of Winnipeg
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