Founder

• Aug 2016 - Present

IT Consultant

• Nov 2021 - May 2023

Analyzing a company's IT system and infrastructure.Diagnosing IT system problems, inefficiencies, and weaknesses.Planning a timeline for completion of projects.Understanding a client's business needs.Implementing a technological solution to meet business needs.Analyzing and determining security threats.Providing advice on technology best practices.

Cloud Solutions Architect

• Mar 2021 - May 2022

1. IT Infrastructure Services and Data Center Solutions• IT Strategy & Innovation• Technology Capacity Planning• Data Center Services• Application Migration, Consolidation and Modernization• Database Services Management2. Public, Private, Hybrid & Multi Cloud:• Cloud Readiness and Maturity Assessment and Benchmark• Cloud Security Assessment and Benchmarking• Cloud Adoption Framework Design• Cloud Evaluation and Vendor Due Diligence• Cloud Strategy Development• Cloud Policies and Procedure Development• Cloud Migration and Optimization Show less

Technical Support Team Lead

• Sep 2020 - Jan 2022

• Managed a Team of 14 and assisted when there were technical roadblocks• Weekly Trainings of Team Members held- Daily Review of Team Member pending cases and coaching included• Managed escalated cases to resolution• Worked with Senior Engineer to drive escalated cases to closure.• Provided Floor Support to ensure that the zero-day cases are handled effectively and that cases were closed• Case Management - ensured that the cases of the Support Engineers are properly followed-up• Case Review – Daily case review, case idleness is checked and followed up, kept track of aged cases within the Team• Escalated Cases – Kept track of escalated cases until closure.• Hot Customers – Worked directly with customer that have become hot until required solution is provided• Training – Train support engineers where there has been an established Knowledge gap and assisted with technical development• Organized bi-weekly triage with the Support Engineer.• Team Performance – Ensured that the team met their monthly KPIs through daily personnel management and motivation Show less

System Analyst

• Jul 2017 - Jan 2020

• Provide support to over 200 users relating to System, network, and application problems.• Engaging in periodic updates of OS and various applications software.• Management of email accounts for users.• Troubleshooting of hardware device problems for PC’s, printers, and scanners and management of the local area network infrastructure.• Remotely supporting regional users on escalated issues.• Routinely engaging in data backup for users and data recovery when disaster occurs.• Ensuring longevity of IT assets by engaging in quarterly preventive maintenance for PC’s and printers.• Working closely with software vendors to resolve operational issues. Show less

IT Support Specialist (Saas)

• Feb 2022 - Present

○ Customer experience improvements; ○ Working with clients/employees to identify problems and advising on the solution; ○ Mastering and supporting Ventrata Chat, Slack, WhatsApp, Helpdesk channels; ○ Report bugs and errors to development teams; ○ Help troubleshoot issues; ○ Help with client onboarding and uploading data to the system; ○ Supporting internal teams with tasks beyond the job description of Support Specialist; ○ API configuration ○ Booking and ticketing scheduling. Show less

M365 Admin Support

• Nov 2022 - Present

• Function as first point of contact for technical issues, triage of complex cases and collaboration with other teams. • Perform backlog and case reviews - idleness, technical solution, communication. Provide feedback and guidance to the case owners. • Initiate or participate in cross-team efforts to triage and/or resolve client issues. • Take ownership of complex cases as needed to speed up resolution and offload engineers from cases beyond their capability. • Execute ad-hoc analysis of active cases with focus on new hires and/or low performers as directed by the Team Manager. • Participate in case assignment rotation to balance workload in the team. Initiating a structured activity for Customers, in compliance with the internal rules and procedures of the Company, and the internal Regulations. • Working autonomously as part of a Global team. Incidence Management experience - including managing business expectations and communications for clients. • Providing superior service frontline Technical Support to clients, using advanced troubleshooting mechanism in Office 365 (Exchange Online, SharePoint Online, Teams, Outlook 2016, OneDrive, Active Directory). • Management of Active Directory to suit a desired purpose for customers. Show less

Microsoft Trainer

• Jun 2020 - Present

- Senior Escalation Engineer on Microsoft technologies (cloud services) - Responsible for delivering amazing instructor-led technical training sessions on digital technology skills - Assist with mentoring cohorts of trainees to get skilled and certified in various technologies - Moderation of recorded technical training sessions - Attending to prospective trainees at technical Q&A (Question and Answer) sessions - Senior Escalation Engineer on Microsoft technologies (cloud services) - Responsible for delivering amazing instructor-led technical training sessions on digital technology skills - Assist with mentoring cohorts of trainees to get skilled and certified in various technologies - Moderation of recorded technical training sessions - Attending to prospective trainees at technical Q&A (Question and Answer) sessions

Technical Support Engineer (Concierge)

• Mar 2021 - Feb 2022

• Exchange Online/On-Premises.• ADFS / Cloud Identity Solution.• Azure AD Connect Directory Synchronization.• SharePoint Online & OneDrive for Business Administration.• Microsoft Teams and Skype for Business Deployment and Configuration.• Microsoft Flow / Power Apps.• Intune / MDM.• Azure Platform Solution: Azure AD, Azure Apps, Azure VM, Azure Networking, Azure Storage, Azure Access Management.• Exchange Online Migration: Cut Over, Staged, IMAP and Remote Migrations (Hybrid Deployment).• Deal with system administrators for different organizations across Northern America, Canada, Europe, Middle East, and Africa.• Deal with incidents like Office 365 Migration, Active Directory, Mailbox Management, Exchange Online connectivity, Mail flow issues, Compliance Issues, Litigation/Legal holds, etc.• As a Microsoft Office 365 specialist, we troubleshoot issues with MS Office Installation, Outlook Connectivity to Exchange.• Troubleshoot Mail flow, Free/Busy, Mailbox Move failures, Hybrid Configuration wizard failures in a logical/systematic manner to ensure a faster resolution and a satisfied customer. Show less

Technical Support Engineer Level 1

• Nov 2020 - Mar 2021

• POP and IMAP email configurations on MAC and Windows devices.• Explore the use of the License removal tool to troubleshoot difficult Office activation-related issues on MAC devices.• Utilized the versatility of CScript and Support and Recovery Assistance (Sara) tool to troubleshoot conflicted Office license issues.• Resolved Technical related issues on Windows and MAC operating systems.• Resolved Outlook email sync issues, fixed MFA-related issues, and generated Application passwords where required.• Assisted in exportation and importation of .pst and. olm data files on Outlook for Windows and MAC. Also, repaired corrupted .ost files using the inbox repair tool Scan PST.• Resolved synchronization issues on iCloud for Windows and OneDrive sync clients.• Resolved permission-related issues on Microsoft OneNote. Show less

IT Support Specialist

• Feb 2020 - Sep 2020

• Responsible for diagnosing & resolving hardware, software & end user’s problems. • Acting as the first point of contact for all IT & technical queries. • Developing the infrastructure and systems to meet the company’s needs. • Working within a TCP/IP network environment, including DHCP, DNS and ethernet. Involved in the rollout of software updates and patches. • Investigate specialist and complex IT support issues. • Communicating with third party technical specialists. • Configuring and managing backup & restore procedures. • Maintaining a wide range of computer hardware and software programs. • Identifying & reporting on the budgetary implications of IT projects and upgrades. • Provide secondary support for LAN administration. • Responsible for allocating work to junior staff and induction training for new staff. • Deploying new hardware, server backups & evaluating new software & security risks. • In-depth knowledge of Microsoft Windows client operating systems, XP, Vista / Windows & Microsoft Office up to Office 2007. Show less