NOC Engineer

• Dec 2017 - Present

− Owning and managing the incident plan for all priority incidents − Logging and tracking incidents via ITSM toolset (remedy) − Co-ordinating with business functions to ensure relevant staff have visibility − Working with the quality assurance team and administration teams, communicating regularly with business stakeholders during any incident − Managing all incidents needing coordination between network operations team and the 3rd party vendors. − Working with the 3rd Line support teams, reviewing incident trends to support prevention − Familiar with IRIS application for packet tracing, high latency, traffic, and capacity graphs. − First line fault diagnostics on customer services − The resolution and recovery of assigned incidents − Initiate interaction with customers for issues − First line analysis of issues and the restoration of the service − Tracking and then escalation of events to relevant support services. − Forwarding calls to vendors and solution teams where required − Ensures SLA’s are adhered to always. − Ensuring incidents are resolved within a timely manner and the MTTr is met. − Receiving, logging, and managing calls from customers via telephone and email. − Escalate unresolved incidents to the network operations team and the infrastructure team. − Keeping affected users informed on the progress − Arrange an external technical support where problems cannot be resolved in house − Conferencing Engineers for troubleshoot purposes. − Closure of incident record on 1st tier system − Dealing with queries by following departmental procedures for fault resolution Show less

Incident Coordinator

• Jul 2017 - Nov 2017

− Driving the efficiency and effectiveness of the incident management process − Producing management information, including KPIs and reports − Monitoring the effectiveness of incident management and − Making recommendations for improvements − Monitoring the incident management systems (BI Portal, HPE Service Manager, ITSM) − Driving, developing, managing and maintaining the major incident process and associated procedures − Ensuring that all IT teams follow the incident management process for every incident Show less

Service Desk Analyst

• Dec 2015 - Jul 2017

−Logging and Updating calls using (ITSM) Information Technology System Management (edge) −Logging Incidents, Requests Management, Change Management and Problem management. −Doing first line support on desktop issues I can resolve myself. − Password reset using Active Directory. −Ensuring that all the enquiries and requests that cannot be resolved immediately by myself will be escalated to my Team Leader or relevant supporting group. −Re-assign all enquiries and requests to specialist support groups which may be either internal or Vendors. −Ensure that the IT Service Desk mailbox is routinely monitored and that all enquiries and requests are actioned in line with the Service Desk Operational Performance Targets as defined by the Team Leader. −Ensure that the IT Service Desk voicemail is routinely monitored and that all enquiries and requests are processed in line with the Service Desk Operational Performance Targets. −Ensure that resolved calls are correctly closed in line with standards. −Ensure that daily incident call logged reports are sent to technicians and engineers for updates and closing of calls. Show less

IT Technician Trainee

• Oct 2014 - Oct 2015

− Loading all necessary software’s for the staff − Connecting computers using remote desktop − Connecting and setting up hardware − Providing network access and connectively to the staff − Setting up the printer and adding the printer − Deploring files using netop assistance for the students − Assembling the computers − Running Network cables from the sever room to the offices or classes − Creating Network cables using Cat 6 cables, boots and RJ45 − Setting up the computer room − Connecting the UPS and server to the switch, − Assembling the patch panel and switch together Show less

Admin and Financial Assistance

• Jun 2014 - Sep 2014

− Type correspondence, reports and other documents − Maintain Invoice files − Managing stationery − Recording of minutes − Scheduling meetings − Compile tender documents − Making Payments for Labourers and CLOs (Wages and Salaries) − Issuing payslips − Type correspondence, reports and other documents − Maintain Invoice files − Managing stationery − Recording of minutes − Scheduling meetings − Compile tender documents − Making Payments for Labourers and CLOs (Wages and Salaries) − Issuing payslips

Administration officer

• Mar 2013 - Feb 2014

− Type correspondence, reports and other documents − Maintain office files − Arranging meetings using Outlook − Managing the stationary for the team − Recording of minutes − Assist with the preparation of team meeting − Review and edit reports for team meeting − Prepare correspondence for Board members − Schedule Board meetings − Prepare agenda for Board meeting − Type correspondence, reports and other documents − Maintain office files − Arranging meetings using Outlook − Managing the stationary for the team − Recording of minutes − Assist with the preparation of team meeting − Review and edit reports for team meeting − Prepare correspondence for Board members − Schedule Board meetings − Prepare agenda for Board meeting

Cashier Customer Service and Retail

• Jan 2009 - Dec 2009