Management Support

E-mail: **************@*****.***

Phone :- +1-817-***-****

Skype ID: Ibikunlekasali

KASALI, Ibikunle

Profile

Experience

Certified, self-motivated IT/Telecom personnel with diverse experience in Avaya IP PBX, Enterprise Telephony, Contact Centre administration and General IT.

April 2013 – Till Date. FBN Capital Limited.

Telecom Architect, Information Technology Unit.

Manage the enterprise Avaya Internet Protocol Private Branch Exchange (IP PBX) network.

Avaya IP Phones deployment, configuration and management.

Blackberry Enterprise Server (BES 12) administration and configuration.

Provision of backup support for Engineers at remote sites.

Voice Call Recording (Versadial and Avaya Recording Solution), administration and management.

Perform routine backups and archival of files stored on the network to assist with disaster recovery.

Maintain product and vendor expertise in the solutions implemented across the group.

Design, manage and maintain Business Continuity Plan, Disaster Recovery Plans and procedures for responsible systems and applications management.

Liaising with other project and support teams for input in new deployments in the group.

Cisco Routers (2600) and Switches (2950) configuration for network management and support.

Maintenance of SLAs and Contracts with vendors and service providers (Telnet, MTN, MainOne).

Responsible for deriving and delivering medium and long term Telecommunications strategy and vision.

Serves as lead over team of Engineers in the Telecoms and sever management unit.

Manage capacity of production and test application environments.

Skill and knowledge transfer to other PBX and network support Engineers.

Systems planning, integration, management and support.

Documentation and updating of knowledge-based library.

Oct 2008 – April 2013. Dimension Data (West Africa) Limited.

Systems Engineer, Network Integration and Converged Communications.

Provide support and day to day operation and maintenance of Airtel’s contact centre Avaya IPCC network.

Liaising with the Service desk and Service support groups on call resolution to exceed targets.

PBX (Avaya) management, configuration and support using S8300 and G450 solutions.

Provision of backup support for Engineers at remote sites (Abuja, Ibadan, and Abeokuta sites).

Avaya IPCC management for Guaranty Trust Bank (GTB) and Stanbic Bank Call Centres.

Ensuring the system deployment to the Data warehouse meets the specified drawings and architectures (meeting space allocation, fire prevention and detection, and safety standards for best practices).

Serves as lead over team of support engineers located in Airtel contact centre and the back office.

Providing 2nd level support for Airtel’s contact centre back office.

Design, manage and maintain Business Continuity Plan, Disaster Recovery Plans and procedures for responsible systems and applications management.

Liaising with other project and support groups for input in new deployments in the Contact Centre.

Cisco Routers and Switches configuration, management and support.

NICE (Voice recording solution) configuration and support.

IP Phone (VoIP) (Avaya) deployment, installation, configuration and support.

Manage capacity of production and test application environments.

Installation, configuration and support of Contact centre applications. (MINSAT, TABS, Remedy etc)

Interface with systems planning groups to review new and existing voice and data projects.

Installation, configuration and management of Microsoft® Windows desktops and servers.

Skill and knowledge transfer to other PBX and network support Engineers.

Systems planning, integration, management and support.

Documentation and updating of knowledge-based library.

Maintenance of SLAs and Contracts with vendors and service providers (IBM, DCC and Telnet).

Escalation of issues to the next level if situation demands.

Feb 2007 – Sept 2008. Dimension Data (West Africa) Limited.

Support Engineer, Customer Interaction Solutions.

Configuration and management of workstation nodes and servers.

Data capacity management (Storage servers, Database servers, and application servers)

Cisco Routers, Switches (Cisco and Avaya) configuration and support

Team member providing 1st and 2nd line (24X7) support for Celtel Contact centre and the back office.

PBX (Avaya) management, configuration and support.

Installation, configuration and support of Call centre applications. (MINSAT, Eppix, CIMS etc)

Responsible for call log recording and retrieval using NICE systems.

Avaya Site Administration (ASA) installation, configuration, management and support.

Taking ownership of trouble tickets and timely resolutions to meet and exceed SLAs.

Monitor, manage and generate services and systems availability reports.

Generate service report and log fault report into the Fault Report Database and update as necessary.

Genesys soft phone configuration for Celtel contact centre call routing management.

Data capacity management (end-user nodes, application and database servers).

Back up operation and end-user support.

August 2006 – February 2007 Telnet Nig. Ltd (Onsite Contact Centre Support Engineer)

Call Centre Support Engineer, Enterprise Systems.

Supervised major Electrical, Environmental, Software Systems implementation and IT facility installation in the Contact centre and Data Centre.

Support and maintain Contact Center Telephony Systems (PABX), IVR, IP networking, and general Vmobile/Celtel IT infrastructures.

PBX (Ericsson MD110) management and end-user support.

Deployment, installation and support of Ericsson phones.

Back up operation and end-user support.

October 2005 – August 2006 Kenkas Industries Limited.

IT Support Engineer.

Design, implement and administer a windows-based network to a specified budget and time frame.

Design and implement IP address scheme for setup of Local Area network (LAN).

Network administration of users and services like print services, file services, mail management and data storage management.

Providing intercom telephone services (PABX).

Administration and support of corporate enterprise Active Directory Servers.

Maintenance of Electrical installations, cooling systems, power generating systems, and management of third party vendors providing technical services.

September 2004 – August 2005 Solid Base Computers Limited.

(NYSC) Head, Information Technology Department.

Responsible for inculcating computer knowledge in students and fellow corps members.

Design and implement IP address scheme for setup of Local Area network (LAN).

Carryout daily and monthly maintenance on the system, supervise system operators, and also provide a single point of contact acting as a support line for issues / faults refer from customer support.

Updating training curriculum to fit modern day demands.

Network administration of users and services like print services, mail management and data management.

Nov 2001 – May 2002 Management Computer Services; United African Company (UAC), Lagos.

Support Engineer

Systems integration, management, configuration and support.

Network implementation, monitoring and troubleshooting.

Daily monitoring of all devices (PBX, Routers, Switches, Fire Extinguishers, Air-conditioning systems, burglary state etc) in the Data Warehouse, recording the temperature, humidity and the general condition of facilities.

Monitor, manage and generate services and systems availability reports.

Liaising with users with regards their IT consumables and collating RFQ for high-end supplies.

Hardware and software deployment across all UAC subsidiaries and regional offices.

Backup operation and end-user support.

Education

Skills

Professional Certifications

Technical Training

Projects and Achievements

April 2011 - University of Lagos, Akoka, Lagos.

M.Sc. (Master of Science) Electrical/Electronic Engineering (Communication Engineering Option).

August 2003 - Lagos State University, Ojo, Lagos.

B.Sc. (Bachelor of Science) Electronic and Computer Engineering (Telecommunication Option).

IP PBX (Avaya) (G450, S8300) network maintenance and support.

Skilled in Avaya IP Phones (4600, 1600, 9600 series) configuration, management and support.

Proficient in Microsoft Windows 7, 2008 and 2012 Server operating systems.

Contact Centre and Data Warehouse management.

Adept in Vendor and Service Provider’s management.

Proficient in network, LAN and WAN management and support.

Good knowledge of Cisco Routers and Switches configuration and support.

Good knowledge of ITIL best practices.

Avaya: Avaya Implementation Professional Specialist (AIPS)

Cisco: Cisco Certified Network Professional (CCNP-Routing and Switching).

ITIL: Information Technology Infrastructure Library.

Avaya: Avaya Certified Associate (ACA - Implement and Support IP Telephony).

Avaya: Avaya Certified Associate (ACA - Design IP Telephony)

TIA: Convergence Technologies Professional (CTP)

Ericsson: Ericsson MX-ONE Configuration and Managing (Technical).

Cisco: Cisco Certified Network Associate (CCNA)

Microsoft: Microsoft Certified Professional (MCP)

Avaya Aura Communication Manager Administration (6.x) – September 2015.

Global Knowledge – Irving, Texas, USA.

Avaya Aura Communication Manager Maintenance and Troubleshooting – August 2014.

Global Knowledge – Irving, Texas, USA.

Avaya IP Office Technical Implementation Workshop – January 2014.

Jenne University - Avon, Ohio, USA.

Avaya Communication Manager Basic Administration (5.x) – April 2008

(DDSA) – Johannesburg, South Africa.

NICE Certified Administrator Platform – April 2008

(DDSA) – Johannesburg, South Africa.

BMC Remedy Application Appreciation – February 2007

(Celtel Nigeria Limited) – Lagos, Nigeria.

Ericsson MD 110 (BC12) – Implement and Manage (Level 1) – September 2006 (Telnet Nigeria Education Academy) – Lagos, Nigeria.

Fundamentals of Network and PBX Administration – December 2005

Intra Metropolitan Technology – Lagos, Nigeria.

Design and implementation of Avaya IP PBX LSP Systems for FBN Merchant Bank.

Installation and deployment of Avaya Call Recorder (ACR) for FBN Capital.

Relocation of FBN Capital from Tier-1Data Centre to Tier-3 facility.

Migration of FBN Capital Telephony System from Ericsson MD110 Digital System to Avaya IP PBX.

Implementation of Versadial Call Logger for FBN Capital Market Making Department.

Implementation of an Avaya IPCC for GT Bank, Lagos, Nigeria.

Migration of Celtel’s NICE Call Recorder for the Contact Centre from Digital to IP-Based.

Upgrading of Celtel’s Avaya Contact Centre from Digital to an IP-Based Contact Center.

Implementation of PABX and server-based network for Kenkas Industries Limited.

Contact this candidate