Senior Technical Support Officer Resume

SUMMARY

An IT Specialist whose qualifications include a degree in Information Technology, 3 years IT experience solid hands - on in an enterprise setup.
Extensive experience of working in managing a front line of Technical Support Officers which aims in helping clients and colleagues resolve complex technical issues,.
Possessing excellent leadership and client facing skills, problem solving and analytical skills making teh company maximize its computer assets usage and reliable support for its workforce.

TECHNICAL SKILLS

Operating System: Windows 10, Mac OS Sierra, IOS and Android

Laptop /Desktop Brands: Dell, Lenovo, HP, Acer and Asus, MacBook

Server Brands: IBM - Lenovo and HP ProLiant

System Technologies: Active Directory, DHCP, DNS, Group Policies, File Share

VPN: Forticlient, Juniper SSLVPN

Security: Symantec Antivirus, Trend Micro Hosted Email Security, Safetica Data Leakage Protection (DLP), Fortigate Firewall

Networking: Cisco Routers and Switches, VOIP-SIP, Big F5 LTM

Wireless: Ruckus and Cisco

Network Monitoring: PRTG, Ping Plotter, Wat’s up Glod Monitoring

Business Applications: Sharepoint, One Drive, GDocs, Office365, OLAP, ManageEngine ManageEngine Ticketing System

VOIP: Cloud Service Telegate PABX System (90 SIP Extensions)

Virtualization: VMware 6 usage and familiarization

PROFESSIONAL EXPERIENCE

Confidential

Senior Technical Support Officer

Responsibilities:

VOIP Softphone Migration. Assisted in configuring softphone and hard phone setup for 30 client seats Customer Acquisition team doing outbound telemarketing call center operation.
New WIFI System Migration. Assisted teh team in migrating from old SSID to teh new and better secured WIFI setup for teh company. Migrated 400 clients of laptop, mobile phone and wireless printers.
Network Restructure and New Data Center Built: Assist in teh configuration of 6years old SG Series switches replacing it wif Cisco Catalyst 2960 switches for a new resilient design of access switches for IDFs in GB2BC Office. Assist in teh initial configuration of VLAN segregation of users and server network, mounting and cabling harnessing /tagging of cables, including port assignment for better management.
Big F5 Balancer Replacement: Assisted teh network engineers in removing F5 and replacing of Fortigate 500 D firewall. Help assist in coordinating wif certain departments in creating Web Filter and Application policy.
Network Monitoring/Data Command Center: Assisted in Ping Plotter setup in monitoring latency, stability and routing of important websites used in production. CACTI and Watsup Glod Monitoring, SNMP enablement on important servers in teh production network.
Office 365 Rollout: Assisted teh engineers in migrating users from on premise Exchange 2013 to Office365 including Sharepoint, One Drive.
Office Disaster Recovery Site Built and Maintenance. Was one of teh in-charge to assist teh other engineers in replicating a 50-seater DR site wif replica of teh crucial server and network equipment in case production office will encounter disruption and to ensure business continuity in GB2BC Operations.
Manages a group of Technical Support Officers and serve as Subject Matter Expert to handle escalations from L1 Support (TSO) in teh absence of teh TSO Team Leader.
Delegation of task and prioritization of support tickets to Technical Support Officers and ensuring Service Level Agreement is delivered and achieve for teh IT Department
Act as Disaster Recovery Officer to invoke disaster recovery procedure and coordination wif Operations Group and Disaster Recovery Team.
Install and configure computer hardware operating systems and applications
Talk staff or clients through a series of actions, either face-to-face or over teh phone, to help set up systems or resolve issues
Troubleshoot system and network problems, diagnosing and solving hardware or software faults
Provide support, including procedural documentation and relevant reports
Follow diagrams and written instructions to repair a fault or set up a system
Support teh roll-out of new applications
Test and evaluate new technology
Provide support for system related request such as Active Directory account creation, shared drive mapping, file access rights, DNS, DHCP, share point, one drive and office365
Provide support including creation of VLANs in Catalyst Cisco Switches, Fortigate Firewall web filtering policies, ISP switching in F5 and Fortigate Policy Based Routing.
Provisioning of new SIP Extensions for Office VOIP and telephony requirements
Able to Relocate & Travel Available for Full-Time Position

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