Support Specialist Service Delivery

EKENE AWUZIE

COMPUTER SKILLS

Expert experience in Windows NT 4.0 Server, NT Workstation, NT Server in the enterprise; Windows 2000 Server/Professional, Windows 2003/2008/2012/2016 Server; Microsoft Active Directory (AD); Windows XP/Vista/7/8/10 desktop, DOS, Mac OS, Apple iOS and Google Android for phones, Linux; Microsoft Exchange, SMS Proxy DNS, WINS, DHCP (using TCP/IP, NetBEUI and IPX) Servers; Microsoft Remote Access Server (RAS) and remote connections; System Center Configuration Manager (SCCM); Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook, FrontPage and PowerPoint) versions 96/97/2000/2003/2007/2010/2013/2016; Proofpoint, Office 365, OKTA, OneLogin, Dell Data Security, Adaxes, Rescue Assist, Bomgar, ServiceNow, Slack, JAMF, Mosyle, Webex, Zoom, Adobe Acrobat (Reader and Writer); Lotus Notes, POP3/IMAP configurations; web browsers such as Microsoft Internet Explorer, Microsoft Edge, Mozilla Firefox, Netscape, Safari, Opera, and Google Chrome; Veritas Backup Exec, Seagate Backup Exec; fault tolerance using RAID; antivirus software like Norton, Kaspersky, McAfee, etc; VPN, Norton Firewall and Security Suites, Cisco ASA and Meraki firewalls, different imaging software;

Intermediate experience in Solaris, Linux, Cisco routers, Installing/Configuring Oracle, DB2, SQL, C, C++, JAVA and Microsoft Visual Basic programming, VMWare Horizon.

Expert experience with HP, Dell, Acer, IBM, Lenovo desktops, laptops, and others, tablets (iPad and Androids) and readers (Kindle, Nook, etc), phones (Android and iPhone) and other handheld devices.

EXPERIENCE

MineralTree Inc. Oct. 2021 – Jan. 2023

IT Service Specialist / Systems Support Specialist

Oversee the day to day running of the ICT operations of a computer service delivery company and make recommendations for network, equipment and other hardware, software, and operating system’s needs.

Provide support for IT related services for employees all over USA and India

Responsible for user account creation and management; set up new systems for new hires

Support and troubleshoot system issues related to end-user IT equipment

Support and troubleshoot network issues related to systems and VPN

Support and troubleshoot software issues

Conduct new hire orientation; create installation instructions for resource access

Supported audio and visual equipment

Responsible for new user setup and laptop imaging

Participate in company’s meetings for planning and implementations

Work in a mix environment of Macs and Windows managing and supporting different servers Google Workspace (including Gmail, Calendar, etc), Atlassian (Jira and Confluence), ShareFile, Slack, Zoom, OneLogin and their integrations, OpenVPN, Amazon Web Server (AWS); use MDM like Frolics Deploy to maintain and manage Windows machines, used Mosyle (MDM) to maintain and manage Mac machines and iPads; migrated from Mosyle to and used JAMF to maintain and manage Mac machines

Write and deploy scripts to systems using Frolics Deploy, Moyle, JAMF, and AWS

Maintain inventory of company’s hardware and software systems

Greater Godage Oct. 2018 – Present

IT Specialist

Provided IT service to small businesses/offices and homes. Make recommendations to clients for network, equipment and other hardware, software, and operating system’s needs.

Provided IT service to small businesses/offices and homes. Make recommendations to clients for network, equipment and other hardware, software and operating system’s needs; develop networks and enterprise solutions for clients based on their needs; develop internet access based on needs; install and maintain Microsoft Windows 2012 and 2016 and Linux servers and servers' software and hardware; install LAN/WAN and Internet services; install and maintain Microsoft Windows desktops and laptops, Mac, iMac and MacBook; install and upgrade software and hardware; create users, computer accounts and assigning rights and permission; develop and implement user/staff training on system, software, backups and provide other necessary phone support; support installed services and operations; make on demand visit to clients' site; liaise with vendors; remain current of regulatory issues and requirements as they relate to the systems and service delivery methods.

Foundation Medicine, Inc. Jan. 2020 – May 2021

Systems Support Specialist

Provided first-line support for IT related services for employees and clinical lab

Triaged incoming tickets, resolving where possible and escalating amongst team if needed

Responsible for user account creation and management

Supported and troubleshoot system issues related to end-user IT equipment

Supported and troubleshoot network issues related to desktop/laptops including VOIP phones

Supported and troubleshoot COTS (commercial off the shelf) software issues

Supported audio and visual equipment

Participated in 24x7x365 on-call rotation on an as needed basis

City Of Boston Oct. 2019 – Jan. 2020

Windows 10 Migration Specialist

Provided first- and second-level support for migration from Windows 7 to Windows 10

Backup old PCs and user data; restore user data

Setup new computers or reimage existing ones that are Windows 10 compatible

Setup and install PCs and peripherals; configure PCs and peripherals like printers, cash and ticketing machines and scanners

Took inventory, tag assets and document and escalate problems and requests as appropriate.

Performed next-day support to help staff migrate data, setup applications, emails, printers, and so on; diagnose and troubleshoot arising problems, escalate if necessary

Traveled to City of Boston facilities and buildings to provide assigned services

Worked in a special team that migrated Mayor’s Office and the City Council

IBM – Santander Bank Windows Migration Project May 2019 – Oct. 2019

Helpdesk/Migration Support Analyst

Provided first- and second-level support for migration from Windows 7 to Windows 10

Backup old PCs and user data; restore user data

Setup and install PCs and peripherals in branches: configure PCs and peripherals like printers, check readers, ID checkers, bank card readers, and signature pads

Took inventory, tag assets and document and escalate problems and requests as appropriate.

Performed next-day support to help staff migrate data, setup applications, emails, printers, and so on; diagnose and troubleshoot arising problems, escalate if necessary

Traveled to branches in Massachusetts, Rhode Island, and New Hampshire to provide assigned services

Boston Properties Dec. 2018 – Apr. 2019

Desktop Support Specialist

Responded to requests for assistance in person or via remote support tools. Support users in five cities: Boston, New York, Washington DC, Los Angeles, San Francisco

Documented and escalated problems and requests as appropriate.

Performed and / or coordinated the repair of hardware.

Supported the use of operating systems and software applications including, but not limited to, Windows 7, Windows 10, Office 2016 VMWare Horizon View, Adobe applications. imaging software, MDT, and System Center Configuration Manager (SCCM).

Configured and supported Microsoft Exchange and Outlook on smartphones (iPhone and Android) and tablets (iPad and Android).

Linek Technologies LTD Jan. 2006 – Sept. 2017

IT Services Manager

Oversaw the day to day running of the ICT operations of a computer service delivery company and made recommendations to clients for network, equipment and other hardware, software, and operating system’s needs.

Oversaw the day to day running of the ICT operations of a computer service delivery company. Make recommendations to clients for network architecture, equipment and other hardware, software and operating systems (OS) depending on business needs; maintain and manage relationships with vendors; develop networks and enterprise solutions for clients based on their needs; develop internet access based on needs; install and maintain Microsoft Windows 2003/2008/2012/2016 and Linux servers and servers' software and hardware; install LAN/WAN and Internet services which may include VSAT services; install and maintain mostly Microsoft Windows Vista/7 desktops, desktop software and hardware; create users, computer accounts and assigning rights and permission; develop and implement user/staff training on system, software, backups and provide other necessary phone support; support installed services and operations; make on demand visit to clients' site; liaise with vendors; remain current of regulatory issues and requirements as they relate to the systems and service delivery methods.

Some of the clients include Nigeria Institute for Oil Palm Research, Power Holding Corporation of Nigeria, Swift Networks, Orange Drugs Ltd, Citizens Electronics.

EDUCATION

University Of Massachusetts, Boston, MA

Bachelor of Science in Computer Science and Electrical Engineering

Wentworth Inst. Of Technology, Boston, MA

Associate in Science (Magma cum Laude), Electrical and Electronics Engineering

Insight Training School, Boston, MA

Training in UNIX (Solaris) Administration completed: installation; packet; creating users, print and printers; networking and troubleshooting. Cisco Administration: Telnet, TCP/IP, OSPF, RIP, Static and Dynamic Router; network monitoring using Computer Associate’s Network Sniffer

Boston Computer Training Center, Boston, MA

Certificate in PC repair and troubleshooting obtained. Building PC from scratch, OS, and software installation. PC and software troubleshooting. Training in Administering Microsoft Windows NT Server/Workstation, Networking Essentials, TCP/IP, Microsoft Exchange, Proxy Server.

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