EBERECHI OLACHI AHAMS
Network Operations Center Teamlead
OTTAWA,Canada
Summary
Detail-oriented NOC supervisor with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert user in Remedy ticketing tool and SQL
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work History
NOC Teamlead
IPI Powertech Limited
02.2016 - 07.2022
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Led server infrastructure development, quality assurance, staging and production systems.
- Collaborated with team members to achieve target results.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Managed over 100 escalations from Customers per day
- Monitored systems in operation and quickly troubleshot errors.
- Collected and monitored incoming data from sources such as remote sensors, third party vendors and visual inspection.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
NOC Engineer
IPI Powertech Limited
07.2015 - 01.2016
- Monitored and maintained network and software components according to established guidelines and best practices.
- Created graphical reports to visualize network performance and uptime to management members.
- Delivered tier-3 support for co-location, customer backup networks, and ISP services.
- Closed first-time tickets quickly and met resolution volume requirements.
- Exceeded SLA standards for response times and problem resolution.
- Kept detailed documentation on each support ticket and added lessons learned to knowledge base.
- Collaborated with other network engineers to configure and maintain network monitoring and load balancing.
- Updated internal customers regarding open tickets and status of resolutions.
Education
Diploma in Business And Accounting - Accounting And Business Management
The Association of Chartered Certified Accountants
London 01.2020 - 02.2021
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Federal University of Technology Owerri
Nigeria 01.2009 - 05.2014
Skills
Technical Analysis
Interpersonal Communication
Maintenance and Repair
Active Listening
Problem-Solving
Timeline
Diploma in Business And Accounting - Accounting And Business Management
The Association of Chartered Certified Accountants
01.2020 - 02.2021
NOC Teamlead
IPI Powertech Limited
02.2016 - 07.2022
NOC Engineer
IPI Powertech Limited
07.2015 - 01.2016
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Federal University of Technology Owerri
01.2009 - 05.2014