IT Support Engineer
Resume:
Abesan Housing Estate, Ipaja, Lagos
Nigeria
Mobile: +234**********
Email: ***************@*****.***
Skype ID:- ***********@*******.***
OLUWASEUN ALFRED TAIWO
OBJE CTIV E
An adaptable, dynamic, and enthusiastic individual who is ready to form a good working relationship quickly with a wide range of people and has great capacity for team building. Goal-oriented and collaborative IT professional with more than five years’ experience applying hardware and software design, installation, administration, and configuration to support growing businesses. SKILLS SUMMARY
Customer Management: Understanding the fact that customers’ satisfaction is the key to business growth and application of my technical knowhow in resolution of customers’ faults and complains and continual building a strong relationship between the customer and the company thereby fostering the existence and growth of the company.
NOC Management (NOC-24*7*365 rotation): Proactively monitoring of the entire network on our ring network
(Microwave radios, VSAT and fiber platform). Carrying out first and second level of troubleshooting support to customers and field engineers. Follow up on customers complains and ensuring reports and adequate feedbacks are given to the customers via phone calls, Emails, and text messages.
Ensuring reports and feedbacks are adequately given back to the customers and internal reports are given as at when due.
Connectivity: Internet Protocol and Wide Area Network design and implementation for both layer 3 and 2
provision on microwave, VSAT and fiber platform
Data Centre Management: Provisioning and management of power system, monitoring network nodes using monitoring software’s like Intermapper, Solar Winds, Cacti, PRTG, NMS, Allot NetEnforcer, and BMC Remedy for storing of faults and complaints and resolved issues, cooling systems, fire alarm and prevention systems.
Customer Management: Understanding and adapting technology solutions to business requirement of prospective client and existing clients for improved business frontier. Profiling of fault logs of existing clients and prudent
deployment of resources in resolving issues
Operations Management: Human and material resources management on projects with focus on timeline for each milestone on work breakdown structure; budgeting.
Ability to use Microsoft Word, Microsoft Visio, PowerPoint, Database, Outlook, and Excel
Strong interpersonal skills with a focus on bringing out the best in people
Proactive, creative, keen, and eager to learn, quick-on-the-uptake
Good sense of ownership, a team player with customer-oriented output
Demonstrate high sensitivity in handling confidential information
Adaptable; passionate about work; emotionally matured with positive disposition; confidence in ability to deliver with an orientation to achieve desired result
SELECTED ACHIEVEMENTS /PROJECTS
Re-engineering of Zinox Group Information Technology Operations by implementing new network design.
Network Support for over 2000 Vsat Clients on Zinox VSAT Platform and about 700 staffs of Zinox, TD, TD Plus and Task Systems.
Migration of over 1,700 Vsat remotes to NSS-10 on SES Satellite
Liaise with satellite vendors and Internet vendors (SES Team Netherlands and South Africa, Intelsat, MainOne Cable, Globacom, Cisco, Dlink) on servicing, internet bills, new awards and projects for Zinox Technologies
Weekly and Monthly Report Update and Internet Bill presentation.
Solar Outage yearly prediction on Zinox NSS-10 satellite from SES
Excellent pro-active monitoring of over 400 clients remote sites all over Nigeria and in some other African countries; resulting into not less than 40% of fault resolution at first level support, and ensuring escalated fault resolution is with SLA MTTR in ICSL (Information Connectivity Solution Limited)
Providing service support for over 400 VSAT remote sites and over 300 wireless radio sites in ICSL (Information Connectivity Solution Limited)
Effective service desk analysts through - a growing client base all over Nigeria, technologies changes and enlargement- via training.
First and second level Fault troubleshooting support for clients on wireless and VSAT network platforms in Zinox and ICSL
(Information Connectivity Solution Limited)
Office Desktop Support on Printers, Scanners, Photocopiers and general office infrastructure support.
Remotely managed wireless radios like Motorola Canopy, SAF radio, Nano Bridge, Rocket M5, Ubiquity, 9500 Microwave Packet Radio and Cisco switches, Cisco routers, Dlink Aps.
WORK EXPERIENCE
Designation – IT Associate
Job description
Setting up of the entire IT Infrastructure for Rescue Technology and Octave Partners
Design, Costing, and budgeting of IT Solutions (e.g. React Solutions, BMC Remedy, Odoo, Server, Router and
Switches)
Network Support for all staffs.
Training of staff on the better use of office IT equipment
Weekly report and monthly reports.
Domain name registration, license purchase of software, product renewal.
Testing and Implementation of EMRO app (Safety Monitor, Medical Response, and Armed Response).
Management of the entire IT Infrastructures.
Cloud management of our email and servers.
Ordering and Purchasing of relevant IT infrastructures and tools needed for the company. January 2013 – June 2015 Zinox Technologies Limited Designation – Network Support / Project Management Job description
Troubleshooting and Resolution of Network Issues
Design, costing and budgeting of IT Solutions (e.g. Hotspot Solution, Inter-connectivity Solution, Data Centre
Solution, e-Learning, Unified Communication)
Research into solution products for alternative option in implementing a viable and cost-effective solutions
Network Support for clients and field engineers.
Coordinates project design with both internal team members and contractors
On-site project supervision base on defined project milestones
Timely presentation of weekly reports.
Continuous success records on customer service relationship.
Incident management from the fault log to its resolution. March 2011 – December 2012 Information Connectivity Solutions Limited Designation – Service Support Engineer
Job description
Proactive monitoring of the network nodes in the Service Management Centre, NOC, responsible for specifying/defining services, logging fault calls, service level agreements, monitoring of network health and reporting.
Effective service desk analysts through - a growing client base all over Nigeria, technologies changes and enlargement- via training.
Excellent pro-active monitoring of over 400 clients remote sites all over Nigeria and in some other African countries; resulting into not less than 40% of fault resolution at first level support, and ensuring escalated fault resolution is with SLA MTTR.
Timely presentation of weekly reports.
Continuous success records on customer service relationship.
Incident management from the fault log to its resolution.
First and second level Fault Troubleshooting of VSAT outages and modems.
Identification of re-occurring incidents thus raising problem record.
August 2016 – till date Rescue Technologies Limited
Ensuring that customers are informed at intervals about the resolution of fault or requests.
Ensuring that customers are informed about scheduled, unscheduled or emergency preventive maintenances, upgrades and other exercises that may affect the services.
Manage effective support staff shift schedule
Prepare SMC daily reports.
Ensuring appropriate seamless escalation- functionally and hierarchically.
Providing service support for over 400 VSAT remote sites and over 300 wireless radio sites.
Intelligent management of customers thereby boosting their confidence in the organization and as well enlarge the territory of the organization’s business.
Manages process and procedures of escalated network connectivity issues for both remote support and site intervention to ensure MTTR of 4hrs
January 2010 – December 2010 Lanre Falola & Co, Chambers, Lagos Designation – IT Officer
Job description
Managing local network for the office.
Oversea the IT operations of the company.
Configure and synchronize mobile phone with computer system.
Setup adhoc computer connections for sharing internet.
Ensuring back up and disaster recovery.
Give local network support to staff.
Advise the management on IT facilities and infrastructures. TRAINING
- Huawei Network Solution October, 2014
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- iDirect VSAT Operations and Maintenance (IOM 3.2), United Kingdom September, 2014 PROFESSIONAL QUALIFICATION
Cisco Certified Network Associate (CCNA) 2016
ITIL V3 2016
EDUCA TIO N
B.Sc Computer Science 2010
Lagos State University, LASU
National Diploma Computer Science 2005
Wolex Polytechnic, Lagos
WAEC and NECO
Dee Unique College, Lagos 2001
HOBBIES
Driving
Reading
Listening to music
Travelling
Acquiring new skills
REFERENCES
Mrs. Ololade Olaleye Shonuga
Marketing Department
Information Connectivity Solutions Limited
M: +234 802-***-****
********@**-***.***
Mr Adegoke Michael
Managing Director
Michel Integrated Services
Limited M: +234 802-***-****
******@*****.***
Contact this candidate