Timothy Akeni (BSc, CCNA. CCNP, ITIL)

***-**** ****** ****. *******, M9M0G3

Phone: 647-***-**** aczu73@r.postjobfree.com

CERTIFIED NETWORK ADMINISTRATOR, IT INFRASTRUCTURE, VOICE & HELPDESK SUPPORT EXPERT

Level 1- 3 Network and Helpdesk Support Voice Technical Support Server Support Software/PC/LAN Troubleshooting Trader/Dealer Support

CCNA, CCNP, ITIL certified professional with 9 years of Network Admin and Helpdesk experience providing, data, voice, client/server and networking technical support.

Strong knowledge and experience in supporting trading telecom, voice, recording and related equipment.

Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving dealer, internal and external user’s issues over the phone and deskside.

Strong experience working with supporting dealers in highly demanding areas and managing requests from dealers and global markets key and operations staff.

Strong experience in liaison with the unit head, top management, telcos/carriers, and vendors in taking necessary and prompt corrective action to ensure the objectives of the unit and organization are met. E.g. Optimum internal and external customer satisfaction, 98% Network and Server uptime.

Effective communication with both technical and non-technical users. Known for excellent problem-solving skills and patience in dealing with frustrated users using principles acquired from my Stellar Service training and Emotional Intelligence. Excellent Team Player.

Education

Seneca College

Post-Graduate Certificate in Project Management in Information Technology August 2016

Humber College

Certificate in Mobile Systems Integration

(Systems Administration, Exchange, VMWARE and Red Hat Linux) April 2016

Olabisi Onabanjo University

BSc. Physics with Electronics May 2008

TECHNOLOGICAL PROFICIENCIES

Software:

Monitoring software IBM Tivoli, PRTG, and WhatsUp Gold applications. VMware ESXI5.5, applications. Microsoft Office, Cisco Call Manager.

Platforms:

Cisco Technologies (Data and Voice), Avaya/Nortel (Contact Centre Voice), Windows Server 2012 r2, VMWARE (ESXI 5.5), WAN, Voice recording: Nice, Total Recall and other legacy devices. Trading Turrets and Dealer boards (Bloomberg & Siemens), Polycom (Voice and Video), SD-WAN, SD-Internet, SQL Database.

Escalation and Call- Tracking Tools:

Managed Engine, Remedy, RT

Hardware Supported:

High-end Cisco Routers, and Switches E.g. Cisco 3800, 2900, 3650, 3850, 4507E, 6500, 7200 series. Wireless devices: Cisco Aironet 1600, 2600 and 2700 series. Low-end non-intelligent Routers, Switches, Modems and Fibre optics. Telephony Systems: (Siemens, Cisco Call Manager and Avaya Communication Manager (Nortel), Siemens and Panasonic PABX systems, Network Printers, Network Cabling Infrastructure: Systimax etc

Networking:

Routing and switching, LAN & VPN/Remote Connectivity, TCP/IP VPN, EIGRP, MPLS, OSPF, L3 and L2 switching, High availability technologies e.g. HSRP, WAN optimization, Wireless Networking, System Admin: Active Directory, DHCP, DNS, Microsoft Exchange, Voice Protocols H.323, SIP etc.

Current Interests

Cloud Systems: AWS, Microsoft Azure

PROFESSIONAL EXPERIENCE

TELOIP INC. TORONTO CANADA

Enterprise Solutions, SD-WAN, SD-Internet Provider, Telco

Network Support Specialist (Permanent/Full-Time). July 2016 – April 2017

Provided first and second line of support to enterprise customers who call in to the service desk.

Resolved issues with enterprise partners and linked up with end clients to tackle issues associated with Software Defined Network technologies.

Identified trends that cause the repeated downtimes, network instability and participated in creating measures that mitigates against repetition of such issues.

Promptly dealt and closed request and trouble tickets assigned on RT ticket platforms.

Monitored all end-client nodes, for network uptime, reliability and stability.

Liaised with carrier and telco to get client and customer issues resolved in a timely manner.

Escalated to higher troubleshooting levels after first and second level troubleshooting has been done.

Troubleshot, resolved and escalated voice and line issues where necessary.

CYBERSPACE NETWORKS

Enterprise Solutions Provider, Cisco Silver Partner, and Microsoft Gold Partner.

Tier 1- 3 Network Engineer Nov 2013 – Dec 2015

Configured Cisco routers and switches for existing and new installations in large organizations.

Installed wired and wireless networking capabilities for organizations and clientele.

Supported and Worked extensively with BGP, MPLS, OSPF and EIGRP, LAN and switching technologies.

Deployed and consistently supported successful VPN and date solutions using Cisco devices and technologies in large organizations and clientele thereby expanding the financial profit of the company.

Identified areas of more earnings to my employer in existing customers and new customer’s environments.

Diagnosed, troubleshoot and resolved a range of software, hardware, voice and connectivity issues thereby ensuring an uptime of 99% availability.

Routinely assisted internal customers over the phone, using VNC and other remote log-on applications to resolve customer desktop, network and voice issues in a prompt manner.

Administered voice platforms using Cisco call manager

Promptly dealt and closed tickets assigned to me on Managed Engine ticketing platforms.

Proactively Monitored client’s network using the PRTG, and WhatsUP Gold applications leading to improved customer uptime and positive financial turn-around.

Documented RCA (Root Cause Analysis) and creating a knowledge base of issues for easier future referencing and prompt resolution, thus enabling quicker response to future customer requests and complaints

Integrated client and configured /Radio P2P/4G LTE clients onto the core MPLS network.

Monitored, managed client’s links and bandwidth utilization for both for internet and data links.

Supported clients on NOC rotation-duty on weekends and nights to ensure network uptime and availability and promptly resolved issues logged on Managed engine.

STANBIC IBTC BANK

Tier 1- 3 Help Desk/ Network Administrator Jan 2009 - Nov 2013

Configured and integrated new branch links using Cisco devices and technology (mentioned above) thus expanding the bank’s reach nationally.

Supported and ensured network uptime by monitoring edge services and troubleshooting L2, L3 and VPN issues in over 200 branches thus providing seamless connectivity to branches.

Integrated and expanded Cisco voice/VOIP connectivity across campuses and branches thereby providing seamless communication and cutting out and saving PSTN call cost for the organization.

Supported 0700, 0800 customer care call center on 1st and 2nd level basis using the Avaya infrastructure. Monitored, resolved, backed up related servers and liaised with Avaya vendor on 3rd level issues.

Carried out changes and worked in accordance with ITIL processes.

Handled and actively participated in successful Network and ICT projects. Implemented, followed through from project initiation to closure and created as-built documentation.

Received award in team performance in service quality.

Generated and service daily availability reports that facilitated top level management decisions.

Administered, SLAs, invoice payment, internal and external bill generation and allocation.

Monitored, backed up (on tapes and via the network) and supported VOICE WINDOWS SERVER infrastructure and single-handedly maintained critical voice recording facility used by Dealers, Customer Care and other departments country-wide.

Proactively monitored branch links to ensure agreed SLA availability levels and facilitated internal customer satisfaction by promptly resolving issues using helpdesk application (Remedy).

Primary support for Stanbic IBTC Bank dealers on voice, recording devices and related equipment

Ensured all calls are recorded and archived.

Integrated old PSTN systems with new systems. E.g. Siemens, Cisco and Nortel(Avaya).

Ensured dealer equipment has uptime as required by SLA.

Supervised and liaised with telcos and vendors on VOICE and LAN installation on the trading floor and branches.

Supported, troubleshot, and repaired dealer equipment like dealer boards, Trading turrets, voice equipment, recording equipment.

References: Available on request Tim Akeni aczu73@r.postjobfree.com 1-647-***-****)

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