Ezioyi Ella Sesay

Alexandria, VA 703-***-****

ad3zl4@r.postjobfree.com

SUMMARY

Proficient in Microsoft Office and Windows O/S. Basic knowledge of Active directory, Computer Hardware, Database Admin, documentation, HTML and JavaScript.

PROFESSIONAL ACHIEVEMENTS:

Played key role in attaining the National Consumer award for best Customer Care Company for 4 consecutive years.

Received more than 10 accolades in less than 2 years, the highest in the team, for exceeding customer expectations.

ACADEMIC ACHIEVEMENTS:

Member of National Association of Collegiate Scholars, Member of Phi Theta Kappa.

Dean’s list member.

Completed courses in Information Systems Technology AAS, Application Programming, and Cybersecurity.

EDUCATION

Northern Virginia Community College 09/2013

-Information Systems Technology

-CompTIA Certified Networking Professional

National Institute of Information Technology 06/2009-12/2009

-Oracle/Linux11g Dba

Obafemi Awolowo University 09/1994-01/2001

-BSc. Political Science

EXPERIENCE:

Gostead Consulting LLC- Technical Support and Field Rep - June 2023 till date

Install, monitor, troubleshoot, replace, and support, VDI, end user equipment, local area network (LAN) and WAN, data storage systems, Active Directory, and other third-party software.

Create tracking tickets and follow up to final resolution.

Collaborate with multiple teams and departments to resolve technical challenges.

Commute to government, commercial and individual client sites for break/fix tickets.

Build desktops, laptops, and tablets, using Microsoft desktop kit.

Coordinate the logistics of, and conduct the movement of assets and equipment to various customer facilities per details provided in support ticket.

Perform IT system checks to ensure equipment functionality.

Provide a daily end-of-day report

AWS Facility Center Operations- Support Engineer- July 13th, 2020 to April 2023.

Monitored the global facility infrastructure platform by responding to, investigating, and dispatching critical alarms.

Resolved inbound call and email requests for change management processes and documentation.

Escalated potential rack-impacting events to onsite technicians, third-party vendors and AWS senior management.

Managed conference call and rack impacting events for multiple national and international data centers, navigating through several applications while screen-sharing to all parties present.

Participated in performance and integration testing for the rollout of new alarm monitoring software.

Conducted Monthly Customer Connections and new hire training sessions.

Temporarily led team of L3 FOC engineers.

Created and managed track8ng tickets..

Facilitated monthly Advocacy meetings with InfraOps leadership team with screen-sharing and conference call requirements consistently met.

Used existing software to build tools needed by the team to automate work processes.

Created new training documents while identifying and resolving existing documentation issues.

Supported Data Center Engineering Operations.

Provided customer service to partner teams.

Achieved Compliance Inc. – Customer Support/Technical Manager -12/2019 to 07/2020

Singlehandedly managed the migration of company websites, file systems and software from private third party vendor account to independent Office365 account.

Administered active directory and SharePoint.

Managed MS Exchange and global account admin duties.

Administered, managed, and updated the company website and social media accounts.

Introduced and implemented an upgrade of company website with built in chat function and calendly application integration as an alternative mode of client engagement.

Wrote and dispatched business and marketing emails to prospective businesses and existing clients.

Onboarded new Clients and teammates on data inventory and assessment software.

Built and audited assessment reports.

Liaised with Software Engineer and DevOps team to implement changes in production environment.

Audited and ran weekly systems testing on Company’s proprietary software.

Crossmark Inc. – Engagement Specialist Mentor (Remote) 06/2016 – 11/2018

Onboarded and trained new hires.

Created weekly team schedule using Retail Direct Staffing software (RAMS) and Salestrak; and ensured team adherence to schedule.

Audited events to ensure compliance with company KPIs.

Participated in weekly Supervisors/ mentors meetings to analyze performance metrics.

Led stalled projects to successful completion within set deadlines.

Zain/Celtel Telecommunications -Supervisor: Commercial Services 07/2006–09/2011

Managed commercial services client database, generated weekly

reports.

Managed data mining, migration and consolidation using oracle

business intelligence tools.

Carried out performance measurement, monitoring, and evaluation of all agents.

Managed a team of 24 customer service consultants.

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