Experience

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  Zeta-Web Nigeria Limited

  • Nigeria
  • IT Services and IT Consulting
  • 100 - 200 Employee

  • IT Support Team Lead

    • Oct 2016 - Present

     Responsible for collecting, analyzing and translating customer business requirements through regular engagements with both the technical and business teams, identify customer issues and manage their concerns and expectations. Troubleshoot and resolve network connectivity and routing issues; answer customers’ questions and resolve their issues, supporting a wide variety of technology products and services. Implement software, hardware and OS upgrades, OS and software patches, new installations, enhancements and configuration changes as business requires. Implement DNS, DHCP, Active Directory infrastructure, VPNs, VLANs, access control lists, TCP/IP networking solutions. Coordinate IT projects and daily operations to ensure optimum performance for system hardware/software components and network segments.  Deploy and manage servers including domain controllers, file servers, application servers, print servers. Lead technical works such as testing new technologies, troubleshooting complex issues, and maintain research documentations to help team members improve knowledge and support experience. Devise, implement and maintain strategic action plans to manage critical issues and daily support operations. Review and design IT policies, SOP and processes to improve performance, resource utilization and service delivery.

  • Regional IT Support Engineer

    • Oct 2013 - Sep 2016

     Set up Cisco routers, switches, checkpoint firewalls, riverbeds, access points, VPNs & other networking equipment. Manage IP network infrastructures - LAN, WAN, WLAN, VOIP and network security. Provide levels 1 and 2 technical support and product education on technologies for end users and customers. Work with 3rd party vendors engaged by the organization and enforce compliance with SLA Perform integrated change control for new deployments/configuration changes, root cause analysis for incidents. Implement high availability by deploying load balancers to concatenate traffic, maintain and manage multiple internet links. Perform administrative tasks, delegate responsibilities, assign tasks, review assignments for accuracy and quality, manage customer relationships, manage shared resources such as printers and folders, manage network/application access privileges. Deploy VLANS, STP, HSRP and knowledge of various routing protocols (EIGRP, OSPF, RIPv2, BGP). Manage customer data & voice networks and implementation of QoS for better network traffic optimization.  Implement Site-to-Site VPN for secure connectivity between office locations.

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  iWayAfrica Nigeria Limited

  • Port Harcourt, Rivers, Nigeria

  • IT Support Engineer

    • Jan 2010 - Sep 2013
    • Port Harcourt, Rivers, Nigeria

     Setup, configured and managed desktop/laptop computers on Active Directory domain network and mobile devices. Ensured proactive functional and hierarchical escalation based on Service Level Agreements (SLAs). Recorded, classified, monitored, resolved and closed out IT incident tickets via phone, email & walk-in. Setup wireless communications equipment configurations (802.11 a/b/g/i/n) for multiple vendor access points. Maintained detailed and up-to-date inventory, documentation of product standards and solutions for the IT infrastructure. Diagnosed and resolved network, applications and computer hardware problems, and maintained network security. Setup and configured CCTV surveillance and access control systems, managed users access privileges to designated access doors. Setup email accounts for users and provided technical support on Outlook issues; managed Exchange servers, Office 365 support to ensure email connectivity at all times. Worked as part of Help Desk and act as primary technical contact to provide support solutions for end users throughout the organization to ensure efficiency and service availability.