AKIN AKINTEWE

Bowie, MD *****

Email: ad4p64@r.postjobfree.com

Tel: 301-***-****

SUMMARY

Skilled, resourceful, and self-motivated professional with years in Information Technology. In depth expertise in the implementation, analysis, optimization, troubleshooting and documentation of data and IT systems. Strong "hands-on" technical knowledge with electronics/computer information. Comfortable working independently or within a team environment.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

WORK EXPERIENCE

HCL TECHNOLOGIES, BALTIMORE, MD FEB. 2022 - PRESENT

HELP DESK SUPPORT

Manage the employee database of users and job roles

Add, maintain, and remove users from applications and systems

Allow for addition, deletion, and change of individual users and broader job roles.

Record, capture, and authenticate user login information (usernames, passwords, certificates, etc.)

Install, configure, re-image and maintain desktop systems, copy and scan documents.

Serve as the initial point of contact for resolution of helpdesk issues.

Provide client support and technical issue resolution via telephone calls, E-Mail, instant messages and other electronic medium.

Work with the ticketing/tracking system to document, track and report work orders and/or escalated problem ticket.

Troubleshoot, researched, diagnosed, documented, and resolved technical issues surrounding Windows operating systems.

Follow detail information security policies, procedures, and practices in granting access to users.

Perform daily, weekly, and monthly monitoring task

Provide a history of login and systems access for audit purposes.

Troubleshoot Windows Laptops, network, and local printers.

Managed Windows 7,8 and 10 including Active Directory.

Configured new laptops for employees in a time efficient way.

Maintain knowledgebase for Security Admin tasks; document processes/procedures used to solve routine troubleshooting

ROYAL THREADS, INDIAN HEAD MD. SEPT. 2020 TO JAN. 2022

IT HELP DESK SUPPORT

Provided superior customer service to internally and externally users.

Troubleshooted various technical problems with user access, terminations of the user account and bring issues to resolution according to the Service Level Agreement

Changed user's password, reset password in the active directory

Disable, terminate, and enable users on Active Directory

Handled both incident and request tickets sent to the IS account administration queue from other department in the organization using Footprints.

Maintained knowledgebase for Security Admin tasks; document processes/procedures used to solve routine troubleshooting.

Maintained the Group Policy infrastructure based on the policies and guidelines provided.

Prioritized and escalate problems within given Service Level agreements.

Assisted in setting up RSA VPN accounts.

Executed special projects as assigned.

Performed regular on-call duties as scheduled

Responsible for identifying issues and bringing them to the attention of the Manager of Operations

AUTO PART INTERNATIONAL, MD. OCT 2018 TO AUG 2020

DESKTOP SUPPORT /DIGITAL SERVICE SPECIALIST

Imaged windows PC for Canon customers’ accounts

Performed onsite and phone technical support to address HP printer issues

Diagnosed and resolve hardware issues for desktops, laptop computers and printers

Documented all support processes and troubleshooting procedures for hardware using ServiceNow

Migrated from windows 7 to windows 10

Communicated over the phone or email with customers that place service calls, acknowledge assignment, ask open and close questions to determine problem, provided estimated time of arrival to meet up response time

Installed and configured Microsoft Office Suites on multiple machines.

Configured and implemented network interfaces for a Windows Network.

Troubleshoot and resolved TCP/IP connectivity problems.

Created new procedures to improve company’s productivity in the management of information systems

Utilized tools to track, record, and transfer request orders and incident tickets

EDUCATION & CERTIFICATIONS

Obafemi Awolowo University-Ife (OAU) – MBA – Marketing

Lagos State University - Bachelor's degree – Political Science

Certified AWS Cloud Practitioner -

CompTIA Security+ ce Certification

SKILLS

IT Service Management, Analytical Skills, Domain Name System (DNS) Databases, Excel. Microsoft Word and Visio, Risk Assessments, Excellent troubleshooting skills, Quick adaptation iOS, Android Mobile Devices, Windows server

JMP statistical software, SharePoint and CRM, Computer Networking, Operating Systems, VPN, DNS and TCP/IP.

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