Customer Support Desktop

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SUMMARY OF SKILLS

IAM: AZURE AD

Cloud Computing: AWS AZURE

Directory Services: Active Directory.

Networking: DHCP, DNS.

Virtualization: vSphere, ESXI & Microsoft Hyper-V

Operating System: Windows, MacOS

Service Management Tools: ServiceNow, Remedy, Jira

Microsoft Excel, Microsoft Word, Microsoft Outlook, Pivot Table, V-Look up

Eager to learn new things and outcome focused

Committed to making a difference in the lives of others.

EDUCATION

Imo State University Bachelor of Science Industrial Chemistry 2014

Owerri, Imo State Nigeria.

CERTIFICATION

Advanced Customer Service Certificate 2014

Professional Experience

Dr Peppers, IT Desktop support January 2022 – Present

Burlington, MA

Imagining computers to domain.

Updating windows

Boot configuration.

Integrated device.

storage

Security

System management

Help in making sure they printers are well functioning and also connected to the users.

Making calls and answering calls to make sure each individuals systems are well function.

Troubleshooting when needed.

Setting up the computer set and making sure its well connected to the internet.

Create and maintain knowledge base for security admin tasks, processes and procedures used in solving routine troubleshooting

Beaverbrook Steps Inc, IT System Administrator September 2018

Watertown, MA

Create new user on the company system and network.

Set up new user on the badge server for physical access.

Assign and set up applications for user on Okta SSO.

Manage and maintain active directory for users and security groups in a Windows and Mac environment.

Provided customer support and education while working with users to Identify needs, determine sources of problems and provide solutions.

Install and configure computer hardware and software on windows and Mac environment.

Manage windows server environment and systems for 400+ users including remote users.

Proposed plan and executed the migration from XO HPBX phone systems to Verizon 8x8 VoIP systems across the organization.

Manage organizations Microsoft office 365

Set up and manage VPN accounts of internal users

Create and maintain knowledge base for security admin tasks, processes and procedures used in solving routine troubleshooting

Process system access request for the creation, maintenance and termination of user/partners accounts, groups and roles accessing the company CareZone application.

Troubleshoot various technical problems with user access, termination of user account and resolve issue in a timely manner

Responsible for the integration of the Okta AD in a production AD server

Configured CRM webapp (Salesforce) endpoint using the secure assertion markup language (SAML)

Integrated Duo solution with an Okta endpoint to enable multi-factor Authentication

Victory Human Services, IT administrator May 2019

Monitoring and maintaining computer systems and networks on windows 10 platform

Assisted and resolve issues for up to 30 end users daily over the phone and email

Actively modifying/creating user’s ad and email account on servers

Provide troubleshooting support for all software as well as county needs IT service desk procedures

Provide support to tier 3 adding computer devices to domain

Setup and installed CDMA modem upgrade for client’s/staff desktop and PC

Analyze problem and resolve through ticketing using CRM

Provide On-call troubleshooting service remotely for users with an average time of 5mins

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