Experience

Feb. 2012 to Jan. 2016 ICT Support Officer at International Institute of Tropical Agriculture (IITA)

• Performed hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

• Diagnosed hardware and software problems, and replace defective components.

• Set-up and maintained all multimedia systems for tele-conferencing in IITA.

• Set-up new users and disabling expired accounts in accordance with HR requirements and at the authorization of the ICT Infrastructure Manager.

• Troubleshoot, resolved and reported faults and maintaining logs on devices which includes printers, desktops, multimedia equipments and laptops.

• Escalated IT issues from end-users to the User/Help desk manager where necessary.

• Assisted users in Exchange server mailbox maintenance including archiving their mailboxes on Ms. Outlook.

• Supported users on all network related and issues and provided a zero downtime.

• Installed and configure new IT equipment e.g printers, desktop PC

• Resolved incidents and upgraded different types of software and hardware.

• Maintained a first class level of user service ensuring that all users are treated efficiently and in an appropriate manner.

• Accurately recorded, updated and documented requests from users using the IT service desk system.

• Performed initial workstation computer, peripheral set-ups (e.g. installation, testing, configuring, imaging, etc.) for the purpose of meeting the computer processing needs of the users.

• Resolved incidents and upgraded different types of software and hardware.

• Transports a variety of items (e.g. equipment, supplies, etc.) for the purpose of providing materials at job site or to bring equipment in for repairs.

• Assessed malfunctions of computer hardware and/or software applications for the purpose of determining appropriate actions to maintain computer and network operations.

• Attended meetings as assigned for the purpose of conveying and/or gathering information required to perform functions.

• Stocked computer parts, supplies and materials for the purpose of establishing an inventory of items commonly required to repair computer hardware.

• Repaired computers, peripherals, network equipment, software, printers, A/V systems
• Requiring specialized computer and electronic repair skills both on-site and in the repair shop for the purpose of maintaining computer and network equipment in a safe and functional operating condition.

March 2016 -march 2019 Infrastructure system services specialist at International Institute of Tropical Agriculture (IITA)

• Assists in the management of the Server room and all hardware equipment there-in.
• Assist in the management, administration and maintenance of servers machines, network devices, PCs and the entire ICT infrastructure, which includes the operating systems (Windows, Linux, Macintosh etc.), hardware (HP, IBM, Dell, Ubiquiti etc.).
• Installs, configures, and maintains multiple servers, workstations, desktops and notebooks; ensuring proper integration with other systems on the network.
• Troubleshooting and managing calls/tickets from the service helpdesk group and assist with systems supports and administration 1st, 2nd and 3rd levels to all users in the institute (both remotely and on-site).
• Knowledge of Office 365 and ability to implement and customize collaboration solutions within Office 365.
• Troubleshooting skills in connectivity and migrations.
• Cloud competency understanding of services and the complexity of the issues that arise in migrations and deployment to the cloud.
• Assist Office 365 customers and partners with configuration of onboarding tools and processes technology
• Analyze, develop and communicate key Onboarding process and technology improvement feedback for Office 365 Onboarding and entire deployment cycle.
• Performs software installations and upgrades to operating systems and layered software applications.
• Manage, monitors and tunes systems (e.g. client’s PCs, server and network devices) to achieve optimum performance levels.
• Carry out the Implementation of system security procedures, to include Server and System firewalls, host and client access, file permissions, and user accounts.
• Carry out the implementation of the review policies and procedures for systems/network usage, internets and data-center services.
• Manages, maintains and ensure that all ICT related systems e.g. digital signage systems; are up and running.

• Diagnose hardware and software problems, and replace defective components.

• Assist in the provision of 1st and 2nd line technical support via telephone, email
and face to face interaction for desktops, laptops, printers and any other ICT
equipment.
diagnose system faults and competently resolving or escalate to the ICT Infrastructure Manager when required Administration of the Company’s communication systems including mobile phones, internet connection and telephone system.

• Support users in the use of computer equipment by providing necessary training and advice.

• Work with the other ICT team to ensure the smooth delivery of Application support, telecoms/datacomms technology and networking infrastructure.

• Maintain the IT Asset Management System ensuring that all assets are recorded and updated/removed when required.

• Assists the Helpdesk Service Manager in the recommendation of specification for the acquisition of in the ICT tool/devices for users.

• Maintains regular written and in-person communications with the ICT Infrastructure Manager, institute’s management and end users regarding pertinent IT activities