Ismaila Aderemi Mustapha
Lagos
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
18
18
years of professional experience
Work History
Microsoft 365 Technical Support Engineer
REAL HERITAGE SOLUTIONS
12.2023 - Current
- Onboarding and setting up of new Clients and Organizations to Microsoft 365 cloud environment
- Set-up and configuration of M365 Tenants and Domain verification for new clients
- Creation and management of new user accounts
- Assigning licenses and policies to new user accounts
- Adjusting licenses to user demand by ensuring they have appropriate license for their roles
- Administering and management of M365 workloads: SharePoint Online, Microsoft Teams, Outlook, Exchange Online, Azure AD, Microsoft office applications
- Communicating with users via phone and email to identify, diagnose and troubleshoot their cases with aim of resolving on-time and on-schedule
- Carry out Microsoft Office 365 Migration - Hybrid Migration, Migration from Gmail, and 3rd party Service Providers to the Microsoft 365 platform
- Resolve complex technical issues through troubleshooting and efficient communication with clients
- Escalation of unresolved cases to higher tier of support - Team Leads and Microsoft support
- Configure and manage SharePoint sites and Permission levels
- Troubleshoot issues such as Email (Outlook) issues, Licenses, migration, email migration support
- Managed Identities and Synchronization between the Microsoft Cloud and the On-Premises Environment.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Supported global customers across diverse industries while adapting quickly to evolving technologies.
Head of IT
STL Trustees Limited
01.2012 - Current
- Upgraded hardware and software regularly for optimized systems performance
- Assessed system performance to advise on possible updates and improvements
- Negotiated cost-efficient prices with vendors for new systems and services
- Advised on Information and communications technology policy and process improvements
- Controlled department budgets by sourcing cost-effective solutions
- Monitored and updated software certifications for full compliance
- Recruited, trained and managed IT teams to continually meet service user needs
- Managed technology resources within department budgets
- Installed new technologies without disrupting workflow
- Processed both cash and card purchases and returns
- Resolved escalated customer disputes with special actions such as discounts
- Monitored self-checkout systems and provided help in resolving complex problems.
- Communicated regularly with customers concerning data exchange and technology integration.
- Coordinated secure system access of users to various department systems and platforms.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Managed life cycle replacement of hardware and software.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Oversaw development and implementation of improvements to support network operations.
- Implemented and maintained technology and software budget.
- Optimized existing systems through regular evaluations, making necessary adjustments to improve functionality and user experience.
- Reduced downtime and improved overall system performance by proactively addressing potential issues with network maintenance.
- Spearheaded the development and implementation of innovative software solutions, resulting in increased operational efficiency.
- Developed performance metrics to evaluate IT department success and identify areas for potential improvement.
- Implemented cybersecurity measures to protect sensitive company data and maintain compliance with industry standards.
- Enhanced IT infrastructure by implementing strategic technology upgrades and streamlining system processes.
System Support/Network Administrator
Skye Bank Plc
01.2007 - 01.2010
- Implementation, and Support
- Windows OS installation and support
- Installation and Maintenance of Application
- Administration and Maintenance of Flex cube
- ATM/Inverter installation and support
- Deployed and managed complex networks across broadband, Wi-Fi, LANs, and VPNs
- Verified system stability and integrity by conducting daily testing and monitoring
- Automated patching and updates to improve the efficiency and accuracy of network administration
- Evaluated network performance to minimize downtime and address issues
- Supported business continuity by developing, testing, and implementing disaster recovery plans
- Improved installation and configuration procedures to maintain stable traffic and response times
- Controlled access to the computer network, setting up accounts and access levels
- Backed up data daily to prevent undue information loss and coordinated disaster recovery plans
- Configured, tested, and maintained network equipment
- Consulted with network engineering staff to evaluate hardware and software requirements for new system development.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Improved network efficiency by implementing and managing system updates and patches.
- Monitored system performance and responded to alerts.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Backed up company data to distributed storage centers to avoid massive data loss.
- Designed scalable network architecture that allowed for seamless integration of new technologies as the company grew.
- Evaluated software products to determine compatibility with existing systems.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
- Monitored networks and network devices to resolve technical problems quickly.
- Diagnosed and resolved hardware and software issues.
- Supported project planning team to promptly address hardware and software problems and network emergencies.
Education
Bachelor of Science - Computer Science
Joseph Ayo Babalola University
Ikeji Arakeji Osun State01.2015
Bachelor of Science - Computer Science
Osun State College Of Technology
Esa Oke Osun State08.2007
High School Diploma -
Erin Community Grammar School
Erin Osun01.2002
High School Diploma -
DEEN MASTERS COLLEGE
Lagos Island02.2023
Skills
- Network & System Administration
- Hardware & Software Maintenance
- Problem-Solving
- Application support
- Hardware Configuration
- System Troubleshooting
- Customer Support
- Software Installation
- Teamwork and Collaboration
- Backup and recovery
- Application installations
- Remote Support
- Software Debugging
- Issue Research
- Service Calls
- Operating Systems Expertise
- Process Improvement
- Critical Thinking
- System diagnostics
- Network Administration
- ITIL Processes
- Network Engineering
- Technical Support
- Technical Troubleshooting
- Risk mitigation planning
- Disaster Recovery Planning
- Microsoft Windows and Office
- Remote Technical Support
- Desktop support
- Time management strength
- Mobile Device Repair
Languages
English
Trainingsattended
- Microsoft 365 Fundamentals
- Microsoft Azure Fundamentals
- Windows Server 2016 & 2019 Administration
- Cisco Certified Network Administrator CCNA
- ITIL Beginner
- CompTIA+
Additionalinformation - Certificates
- ITIL = ITIL Beginner
- CompTIA Security+
Timeline
Microsoft 365 Technical Support Engineer
REAL HERITAGE SOLUTIONS
12.2023 - Current
Head of IT
STL Trustees Limited
01.2012 - Current
System Support/Network Administrator
Skye Bank Plc
01.2007 - 01.2010
Bachelor of Science - Computer Science
Joseph Ayo Babalola University
Bachelor of Science - Computer Science
Osun State College Of Technology
High School Diploma -
Erin Community Grammar School
High School Diploma -
DEEN MASTERS COLLEGE
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