Senior System Engineer / Team Leader
Landmark Technologies Ltd
Total years of experience :24 years, 0 months
• Proving 2nd line and 3rd line, telephone, remote access and face-to-face support in a team of six to over 100 clients with different system configurations.
• General workload is 15-30 calls per day managed through Helpdesk / field service web application, which must be resolved within strict SLA's. My current resolution rate is 90% within SLA.
• Design and implement of system solution for clients (Networks, AD, messaging service, etc)
• Troubleshoot and interpret problems and provide technical support for hardware, software, and systems. Answering telephone calls, analyze problems by using automated diagnostic programs, and resolve incidents.
• Server administration of Microsoft solutions.
• Oversee the daily performance of computer systems and evaluate software programs with regard to their usefulness and running backups
• Taking responsibilities of all escalated assigned calls and ensuring that performance data is widely communicated and used to drive quality improvement ensuring strict SLA is adhered to at all times Setting and application of group policy of objects in Active directory.
• Project management of IT solution for clients.
• Oversee the team's weekly target and expectation
• Onsite support and installations.
Project Work
Implementation and Management of Network security policy for a business network using Fortinet firewall.
Migration of exchange online hosted service (Microsoft Online service) to Office365..
Implementation of messaging solution for over 200 users at two geographic locations using Microsoft exchange 2003 server with collaboration tools (Outlook web access, outlook mobile access, etc)
Integration of blackberry enterprise server with Microsoft exchange messaging solution.
Migration of Microsoft exchange to exchange online hosted service (Microsoft Online service)
Migration of Windows Server 2003 to Windows Server 2008.
• Proving 2nd line, remote access and face-to-face support in a team of six to over 1500 users
• General workload is 15-30 calls per day managed through SMS Administrator Console Helpdesk, which must be resolved within strict SLA's. My current resolution rate is 90% within SLA.
• Troubleshoot and interpret problems and provide technical support for hardware, software, and systems. Answering telephone calls, analyze problems by using automated diagnostic programs, and resolve incidents.
• Oversee the daily performance of computer systems and evaluate software programs with regard to their usefulness and running backups
• Liaised and occasionally worked together with 3rd line team on all necessary issues, including server and networking problems, and ensured that items not supported are referred to competent 3rd parties i.e. DELL
• Taking responsibilities of all escalated assigned calls and ensuring that performance data is widely communicated and used to drive quality improvement ensuring strict SLA is adhered to at all times Setting and application of group policy of objects in Active directory.
• Assisting users with the inevitable hardware and software questions. Field telephone calls and e-mail messages from customers who are seeking guidance on technical problems.
• Monitor and adjust the performance of existing networked Computers and survey the work site to determine future network needs.
• Troubleshoot problems reported by users and by automated network monitoring systems and make recommendations for enhancements.
• Adding and configuring new workstations, Setting up user accounts and checking there logon scripts, Installing system-wide software, Allocating mass storage space, Performing procedures to prevent the spread of viruses
• SQL database application installation, support and configuration (NBSS)
• Implementing and upgrading to Windows 2003 server network environment.
Employer Genesys Group International, Nigeria
Work Period: Feb 2002- February 2004
Position Held: Desktop Support Engineer.
Environment: Windows 98, 2k and XP NT (Workstation & Server), 1000 (Workstation &IIS 5.0 Server) XP, 2003 Server, Novell Netware, 5.1, Exchange 2000, Laptop, Workstation and Server, Remedy, in-house Applications.
• Provided daily Desktop support on a Windows platform to over 1000 Users, through a helpdesk system. Remotely with Unicentre remote support, resolving over 80% of calls and escalating to 2nd and 3rd line if necessary General workload is 10-20 calls per day managed through unicenter.
• Take and receive all customer calls in a professional and courteous manner;
Follow procedures to ensure all calls are identified as 'in' or 'out' of contracted scope
• Created, modified and managed users accounts on Active Directory
• Liaised and occasionally worked together with 2nd and 3rd line team on all necessary issues, including server and networking problems, Ensuring strict SLA's were adhered to • Provide 'first time fix', wherever possible applying known solutions, advice and guidance to customers
• Take change requests from customers and ensure these are accurately logged and referred to the appropriate support teams Evaluation of new or replacement hardware, presenting finding to the business.
• Identify common and large scales problems and alert the Incident Manager & Team Provide input on up and coming change requests, and their impact on local and group infrastructure.
• Contact the customer to assess their satisfaction prior to the closing of a call
Project Work
A high degree of project work is required. Recently I managed and implemented several projects. The most significant of these projects involved ghosting 50 PC for deployment to there new site, ensuring they where configured to trust standard and configured for domain access on LAN.
Employer: Buromat System Limited, Nigeria
Work Period: June 2000 - Jan 2002
Position Held: 1st / 2nd Line Support Technican -.
Environment: Windows 98 & NT (Workstation), Windows NT Server, Exchange, switches/routers, RSA Secured, Bespoke in-house Applications, Dell Laptops, Workstation and HP Server, HP Printers & Scanners,
•Work within a team of six supporting approximately 350 users. With about 40% being Telephone support using Net support and the remaining 60% are client facing.
•General workload is 5-10 calls per day, which must be resolved within strict SLA's. My current resolution rate is 80% within SLA.
•Assisting in NT rollout, migrating from Windows 98 to Windows NT Workstation.
•Installation and configuration and Administration of Windows NT
• Responsible for upgrading users from Outlook 97 to Outlook
• Diagnosed hardware problems and performed break/fix duties
• Dealt with network connectivity issues, Basic support of TCP/IP
•Creation of Desktop Images using Symantec Ghost and Updating Images as and when required.
•Remote control of workstation PC Anywhere, Net-support Remote Control.
•Evaluated of new or replacement hardware, presenting finding to the business.
•Provided input on up and coming change requests, and their impact on local and group infrastructure.
•Group Policy, DNS, and setting up DHCP scopes in a NT environment
Computer engineering enables students understand the essentials of computer logic and programming, electronics and general engineering-mathematics, mechanics, electricity etc. It involves the process of analyzing and designing all hardware, software, and operating systems for a computer system.