It Support Technical

Saheed Murtala

864-***-**** ad0aw7@r.postjobfree.com

Summary

Highly motivated IT support technician, with 5+ years of experience with enterprise-level companies in hardware and software support, troubleshoots and provide technical support to clients and end-users, on premises and remotely via email, phone call, screenshots and in person.

SKILLS

Customer Service experience

Microsoft Office Suite

Troubleshooting & Problem-Solving

Creative Thinking

Agile-Jira

Microsoft Project

SharePoint Online

SQL

Software Installation

Time Management

Remote Desktop

Java Script

Active Directory

Cloud Database

EDUCATION

Ahmadu Bello University, Nigeria

Bachelor of Technology, Telecommunication - Engineering October 2015

GoIT Academy

Associate Degree, Frontend Engineering (HTML, CSS, and JavaScript, React, Redux March 2022 - Till Date

CERTIFICATION

Certified Agile Scrum master

PROFESSIONAL EXPERIENCE

Network Controls, Charlotte NC

SharePoint Online Administrator Dec 2020 -Present

• Monitoring and troubleshooting SharePoint software for any glitches or problems.

• Delegating work to SharePoint developers and overseeing the maintenance of SharePoint.

• Managing and revising the layout and customization of the SharePoint site for company purposes.

• Analyzing daily user activity on SharePoint and maintaining records of SharePoint updates, maintenance, and activity.

• Integrating Microsoft applications to allow online collaboration and creating shared storage space for files.

• Take incoming support request via chat, phone, or email, gather information from end-user, and create an incident or request ticket.

• Serve as a point of contact to internal and external customers through problem resolution.

• Performs root cause analysis and provides detailed support documentation.

• Provision and configure desktops, laptops to specifications.

• Perform ongoing upgrades and patches as required

Lipman Family Farms

Endpoint Technician July 2018 -Sept 2019

• Supports users in all fashions: walk-up, desk visit and telephone or Skype.

• Test configured system for appropriate functioning and troubleshoot for any errors found

• Install workstation and configure appropriate settings

• Laptop and docking station connection

• Manage ticketing problem using Excel spreadsheet

• Verify computer network connection and speed

• Respond in a timely manner to service issues and requests

• Provide spreadsheet report of daily technical support

• Manage equipment inventory

•Manage all ticketing problems with Jira, Connect-Now and other in-house ticketing applications in a timely manner.

•Escalate unresolved issues to the appropriate resolution team.

AFL Telecommunication Nov 2016 – June 2018

IT Support Technician

Oversee, Identify, and resolve daily performance of computer system.

Analyze, research, troubleshoot and complete all service requests escalated by L1 or business.

Group policy management with active Directory.

Setup and Support onsite and Remote employees, with hardware and Software issues.

Perform network troubleshooting to Isolate and diagnose common network problems.

Maintaining existing software and hardware and upgrading any that have become obsolete.

Troubleshoot desktops, smart phones, servers networking components and firewalls.

Works hand in hand with teammates and IT engineers as needed.

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