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Summary

Dedicated and motivated professional in Computer Information Systems Administration with a demonstrated work history in Network Administration, Network Security and Technical Support.

Skilled in Routing and Switching, Microsoft Server 2012/2016, Microsoft Exchange, Skype For Business, Active Directory, DNS, DHCP, Network Security, Linux/Unix, EtherNet/IP, Computer Hardware, Troubleshooting and Customer Experience.

Areas of Expertise
  • IT and Computer Systems Support 
  • Active Directory
  • Windows Systems Management
  • Exceptional troubleshooter
  • Cisco Networking – Routing and Switching 
  • Network Security
  • Storage management
  • Disaster recovery environments
  • Wireless Networks
  • Local Area Networks
  • Network configuration and support
  • Linux and Unix Administration
  • System and Software Installation
  • Enterprise, Cloud and Server Virtualization
  • High Availability Networks
  • Excellent Customer Service Skills
Education
NSE 4 - Network Security Professional 2019 Fortinet
Computer Information Systems Administration 2017 British Columbia Institute of Technology Burnaby, BC, Canada Diploma
CCNA – Routing and Switching 2016 Cisco Certificate
Communications Systems Installation and Repair Technology 2014 Jones-NCTI Technical School Online Certificate
Graphic Design 2004 Pacific Design Academy Victoria, BC, Canada Diploma
Jazz Musicianship 2002 Vancouver Island University Nanaimo, BC, Canada Diploma
High School Education 2000 Brooks Secondary Powell River, BC, Canada High School Diploma
Experience
Information Technology Service Desk Technician 09/2019 to Current City Of Vancouver Vancouver, BC
  • Answering incoming phone calls and e-mails
  • Recording key client contact information and verifying against client record databases
  • Determining the nature of requests through active listening, asking probing questions, using multiple computer applications to determine clients needs
  • Ensuring accurate information is collected, performing troubleshooting steps and working towards first level resolution
  • Providing assistance and advice and informal training to clients regarding various functions, applications, computer systems, telecommunications and the operation of equipment
  • Resolving an array of technical problems, remotely diagnosing and resolving with applying patches, executing scripts or technical fixes
  • Identifying impact and urgency to determine priority of requests and when service outages have occurred assign to appropriate technical support group including external service providers
  • Concurrently use multiple telephone and computer systems and reference resources to handle requests, research answers and log all requests for service
  • Provide support for staff on phones for; late or absence coverage, phone and e-mail overflow support, high priority service outage announcements
Techinical Support Engineer 01/2019 to Current Fortinet Burnaby, BC
  • Providing direct technical web and telephone support
  • Analysis and technical investigation involving Fortinet products such as FortiClients and FortiClient Enterprise Management System
  • Providing assistance in configuring, diagnosing and troubleshooting IPSec/SSL VPN connections, product installation and deployments, endpoint management and other unified threat management features including web filtering, application firewall and antivirus
  • Collecting information and data to ensure that reported issues are well understood
  • Reproducing customer environments on lab equipment in order to isolate and solve any potential issues.  
  • Providing customer education on Fortinet products where needed
  • Following up on technical cases including proper escalation and management of the case until case closure
  • Consulting technical documentation, bulletins and release notes for known problems
  • Reporting any issues or bugs to programmers/QA Engineers
  • Making recommendations on possible alternative solutions or workaround
Systems Administrator 08/2018 to 01/2019 Sheraton Wall Centre Vancouver, BC
  • Managing information technology and computer systems
  • Designing, developing, implementing and coordinating systems, policies and procedures
  • Administering internal Active Directory
  • Setting up and managing VPN connections and policies
  • Ensuring security of data, network access and backup systems
  • Purchasing equipment and workstation setup
  • Troubleshooting technical problems
  • Fully supporting, configuring, maintaining and upgrading corporate networks and in house servers
  • Installing and integrating new server hardware and applications
  • Keeping an eye out for needed system/software updates
  • Supporting and administering third-party applications
  • Monitoring network performance (availability, utilization, throughput and latency) and test for weaknesses
  • Setting up user accounts, permissions and passwords
  • Resolving network/computer problems reported by internal employees
  • Defining and deploying network policies and procedures
Network Technician 02/2017 to 08/2018 Telus Communications Vancouver, BC
  • Analyzing trouble reports for network services by accessing various databases and switches to ensure service information is correct
  • Perform trouble-shooting for system failures and identify bottlenecks to ensure long term efficiency and optimization of various networks
  • Inspect WAN and LAN infrastructures that consist of equipment from various vendors such as Cisco, Juniper, One Access and Alcatel and fix any minor or major problems/bugs
  • Test and configure hardware, software, firmware, product change upgrades and commissioning of network services. 
  • Provide technical support to IT professionals through various channels of communication
Field Support - Technical Service Delivery 12/2008 to 06/2017 Shaw Communications Vancouver, BC
  • Providing assistance to our field technicians with activating equipment, making changes to accounts and using proprietary software.
  • Troubleshooting networked equipment and RF signal with technicians and customers.
  • Dispatch duties such, actioning and bridging important communication between departments 
Call Center Representative 03/2008 to 11/2008 Health Insurance BC Victoria, BC
  • Assisting clients with billing questions, address changes, and sending out necessary documents and applications for their needs
  • Educating people on Health Insurance B.C. and B.C. care cards and what they cover
  • Perform excellent customer service for those with strong language barriers

This resume is created in 7 minutes.
Summary
  • Competent System Engineer offering a wealth of experience in project management, scripting and Remote Desktop Services. Offers a master's degree in Information Systems and has a desire to work in the financial industry.
  • Enthusiastic and driven systems engineer with a proven track record of understanding and translating technical requirements to improve system accuracy and reliability.
Skills
  • Certificate in Computer Operations
  • Analytical thinker
  • Decisive
  • 50 WPM typing speed
  • Excellent communication skills
  • Customer service-oriented
  • Excellent planner and coordinator
  • Sage 50 expert
Work History
Warehouse Worker Loomis Express - kamloops, British Columbia 10/2017 - 04/2019
  • Kept warehouse stations and equipment in good working order in line with OSHA requirements.
  • Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors to obtain replacements or refunds.
  • Maintained strong vendor connections at all stages, including arranging pricing and delivery structures and managing specific shipment or paperwork concerns.
  • Optimized storage areas to maximize access and meet needs of different types of products with specific weight, size or shape concerns.
  • Processed incoming shipments upon package receipt by scanning boxes and envelopes 
  • Stacked boxes, pallets and other materials in an organized fashion to maximize productivity and safety.
Administrative Assistant Mario's Towing - Kamloops, BC 08/2016 - 04/2019
  • Update social media accounts with available pictures and uploads pictures to the website.
  • Answered and managed incoming and outgoing calls while recording accurate messages.
  • Maintained a clean reception area, including lounge and associated areas.
  • Completed data entry, tracked resumes and maintained the applicant tracking system.
  • Performed general administrative duties, including copying, faxing and filing.
  • Coached new employees on administrative procedures, company policies and performance standards.
IT Support Specialist TLN Contracting Ltd - Kamloops, British Columbia, Canada 06/2015 - 06/2018
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Increased sales by educating prospects on benefits of products and services in comparison to competitors.
  • Engaged end users and answered questions via email, phone, website live chat and in forums.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
  • Removed and replaced malfunctioning computer parts to correct hardware problems.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
IT Analyst/Sales Representative Primus Internet Solutions - Kamloops, BC 01/2016 - 01/2016
  • Provides customers with the help needed on the phones and internet modems, troubleshooting this devices to make them work.
  • Set up staff workstations with PCs, Macs, phones and laptops.
  • Recommended merchandise to customers based on their needs and preferences.
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
  • Responded to customer questions and requests in a prompt and efficient manner.
Systems Engineer Cykaroe MTN New Dawn - Benin City, Edo State 01/2011 - 01/2013
  • Oversaw development and maintenance of organization computer systems and intranet.
  • Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
  • Installed, configured, tested and maintained operating systems, application software and system management tools.
  • Resolved issues related to operational components for Local Area Networks, Wide Area Networks and voice systems.
  • Managed and monitored all installed systems and infrastructure to ensure the highest level of availability.
  • Participated in all phases of the system development life cycle, from requirements analysis through system implementation.
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
  • Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
  • Monitored and tested application performance to identify potential bottlenecks, develop solutions, and collaborate with developers on solution implementation.
System Support Engineer Sturpvo Limited - Lagos, NGA 01/2009 - 01/2011
  • Managed and monitored all installed systems and infrastructure to ensure the highest level of availability.
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
  • Installed, configured, tested and maintained operating systems, application software and system management tools.
  • Responded to customer requests via telephone and email and effectively answered questions and inquiries.
  • Created and built firmware to test associate hardware.
  • Analyzed departmental documents for appropriate distribution and filing.
  • Assisted various business groups with document organization and dissemination during acquisitions.
Network Analyst Network Operating Centre - Lagos, NGA 01/2007 - 01/2008
  • Installed cable support systems and prepared workstation outlets and completed logs and reports according to established policies and procedures.
  • Visually inspected temperature sensors to maintain health of servers and network devices.
  • Troubleshot and maintained all networking devices and infrastructure across the enterprise including switches, routers and firewalls.
  • Kept up-to-date on new developments in computer and network vulnerabilities, data hiding and encryption.
  • Diagnosed system hardware and software problems using advanced root-cause analysis.
  • Upgraded and expanded network systems and their components.
  • Upgraded network software and hardware for optimized performance.
  • Provided network support and performed troubleshooting to resolve various WAN/LAN connectivity issues.
  • Upgraded and expanded network systems and components.
Interests
  • (Travel) Fascinating travel experience across North America
  • (Sports) Soccer coaching skills
  • (Politics) Analysis and commentator.
  • (Driving) Clean driving records and Class 5 license.  
Education
Post-Graduate Diploma : International Business Thompson Rivers University - Kamloops, BC 2015

  • 3.79 GPA
  • Recipient of Deans List Award
Bachelor of Science: Computer Engineering Benson Idahosa University - Benin City, Nigeria 2008
  • 3.49 GPA
  • Graduated with Honors 
Certifications

This resume is created in 7 minutes.
Professional Summary
Skills
  • Creative problem solver
  • Local/state health laws knowledge
  • Cash flow management
  • Exceptional communication skills
  • Multi-line phone talent
Work History
Sales Representative, 12/2017 to 01/2018
 Qualified Solutions Costa Rica – Santa Rosa, Heredia
  • Answered product questions with up-to-date knowledge of sales and store promotions.
Collections Specialist, 12/2016 to 08/2017
 United Collection Bureau – Heredia, Heredia
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.
  • Reached out to approximately 200 account-holders daily.
Technical Support Representative, 02/2016 to 08/2016
 Teleperformance Costa Rica – Pozos, San José
  • Resolved problems with malfunctioning products.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
Technical Support Representative, 01/2015 to 02/2016
 Sykes Hatillo – San José, San José Province
  • Provided base level IT support to non-technical personnel within the business.
  • Resolved problems with malfunctioning products.
Customer Service Representative, 08/2018 to Current
 Smile Direct Club – San Rafael, Alajuela
  • Provided customers with important details about billing, payment processing and support procedures and requirements. 
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Assisted customers by listening and finding solutions to problems and by making recommendations based on extensive product knowledge.

This resume is created in 7 minutes.
Professional Summary

IT Professional with over 15 years experience providing technical solutions through high-quality service and support, seeking to make a career change where my analytical and problem solving skills can be utilized.  Areas of expertise include excellent communication skills and documentation practices, ability to work both independently and collaboratively in a professional manner, and experience as administrator and subject matter expert on various software packages. 

Experience
  • Managing multiple projects simultaneously
  • Network infrastructure
  • Office 365 Admin
  • AS400-IBM iSeries
  • Windows Server 2003 - 2012
  • Windows 7 - 10 and MAC OS
  • Active Directory
  • Data management
  • Server administration
  • Desktop administration
  • Self Motivated
  • Team player
  • Technical support and ticket management
  • Knowledge Base management
  • Staff Development
Work History
It Systems Administrator, 09/2007 to Current
 The Certif-A-Gift Co. – Arlington Heights, Il
  • Oversaw the daily performance of computer systems
  • Referred major hardware and software problems and defective products to vendors or technicians for service
  • Made recommendations and developed technical design for new application features
  • Trained users in the proper use of hardware or software.
  • Participated in special projects, evaluations, and process improvements
  • Provided after-hours support for applications and project efforts when needed
  • Ensured proper installation of cables, operating systems and software
  • Supported all departments with daily operational functions
Data Security Analyst, 02/2003 to 05/2007
 Washington Mutual – Vernon Hills, Il
  • Installation and maintenance of security software
  • Approving or denying requests to network files and applications
  • SME for proprietary software for internal and external users
  • Troubleshooting software updates , documenting discoveries, and providing feedback to developers
Education
BS-INSY: Information Systems and Operations Management University of Texas at Arlington - Arlington, TX

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