OMINYI VICTOR
Lagos, Nigeria,Nigeria
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
8
8
years of professional experience
15
15
Certifications
Work History
Technical Support Engineer
Micro Focus UK
06.2020 - Current
- Research and identify solutions to software issues
- Diagnose and troubleshoot technical issues, including software setup and configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track open issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until we’ve resolved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g
- Research & development team)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their application are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
Engeepet Manufacturing Company Nigeria Limited
01.2018 - 01.2020
- Install and configure windows server 2012 and deploy services like DHCP, DNS, WDS, IIS
- Install and configure computer hardware operating systems and applications
- Monitor and maintain computer systems and networks
- Responding in a timely manner to service issues and requests
- Troubleshoot system and network problems, diagnosing and solving hardware or software faults and replace parts as required
- Provide support, including procedural documentation and relevant of the QHSE Management Systems, including the benefits of improved performance including associated opportunities for improvement of the processes assigned
- Ensure awareness of the implications of not conforming with the Company QHSE
- Management Systems requirements including associated risks for the process assigned
- Implement and comply with QHSE requirements relating to environmental
- Understand and apply the intent of the QHSE policy
IT Support Engineer
Grand Products Company Limited
01.2015 - 01.2018
- Create and maintain inventory, which may include Equipment
- Configure and deploy new and refurbished servers, workstations, laptops and peripheral equipment
- Install, troubleshoot, repair, update and maintain workstations and laptops
- Install, maintain, and troubleshoot printers/copiers as well as manage toner requests
- Install and configure peripherals including scanners, external drives, monitors and other peripheral hardware
- Removal/disposal of non-functional equipment
- Software
- Provide software troubleshooting and support for Reacts ERP
- Install, maintain, troubleshoot, and update operating systems and user applications
- Proactively schedule software upgrades and patching
- Ensure that all software on company’s equipment are licensed and keep record of licenses
- Track license and support contracts to include notification of renewal timeframe to management
- Network
- Monitor network to ensure network functionality and availability to all system users
- Installation and maintenance of Linux Ubuntu and Windows servers
- Install, maintain, troubleshoot, and repair cabled, wireless and other network infrastructure
- Support existing/new server/s and administer access rights for all users in the office
- Security
- Maintain local and server based anti-virus software
- Inform and train users and management in how to adhere to NRC global and local security
- ICT policies
- In case of virus infection clean out affected equipment
- Users
- Ensure computer is set up prior to new hire start date and any related moves
- Handle the relocation of computer equipment as a result of office or personnel changes
- Request and setup new user accounts and email accounts
- Troubleshoot, and repair user accounts and email accounts, assist in resetting passwords
- Routine Administrative Tasks
- Hardware, software and various items such as laser printer cartridges and peripheral equipment
- Data management and recovery
- Maintaining documentation of processes, procedures, and troubleshooting guides
- Monitor and report ICT expenses
- Assist with preparation of operating budgets based on estimated and actual expenditures for ICT systems and support needs
- Keep ICT equipment, storage area and work area clean and organized.
Systems Engineer
NATIONAL YOUTH SERVICE CORPS, Army Barracks
01.2013 - 01.2014
Industrial Trainee
Total Exploration & Production Nig Plc
02.2011 - 08.2011
- Remote Installation Servicing of work stations
- Installed and maintained over 50 work stations
- Networked and sanitized over 60 of work stations
Education
B.Eng. Honours - Computer Engineering
Caritas University
Skills
Windows, MacOS, CentOS and Linux Ubuntu ServersSwitching and routing protocols configuration such as Static and Dynamic routing, OSPF, EIGRP, VLANInstallation and configuration of Fortigate 60 firewall serverInstallation and configuration of Windows server services and features like Active Directory- Directory Service (AD DS), Dynamic Host Configuration Protocol (DHCP) and Domain Name Service (DNS), Windows Deployment Service (WDS)Good Knowledge of RESTful APIsSalesforce proficiency for ticket managementGit/Git Hub proficiencyMicrosoft Azure and Oracle Cloud Infrastructure implementationBasic HTML, CSS and JavaScript scriptingExperience with databases and SQL (Oracle and MS SQL)Excellent customer service skills; ability to communicate clearly and concisely while also empathetic, accurate, compassionate, resourceful and conscientiousProven analytical, technical and problem-solving skills with attention for detailsAbility to evaluate, troubleshoot and follow-up on customer issues, replicate and document issues for further escalationComfortable in a fast-paced environment, able to manage multiple projects on tight deadlinesAbility to explain technical concepts to non-technical customers or colleagues
IT Infrastructure Planning
Technical fault tracking
Remote Diagnostics
Support system management
DevOps
Technical issues analysis
Application support
Certification
Oracle Cloud Infrastructure Foundations Associate
Additional Information
- BIODATA| SEX: Male
Accomplishments
- I managed the project of setting up of the maiden computer hardware laboratory at 520 Signals Regiment, Letmauck Barracks Ibadan where I was the head of the team.
- Supervised the organization of IT infrastructure in Grand Products Company Limited.
- I was also the team lead in the setting up of windows servers and firewall server and Antivirus deployment at Engeepet.
Timeline
Technical Support Engineer
Micro Focus UK
06.2020 - Current
Engeepet Manufacturing Company Nigeria Limited
01.2018 - 01.2020
IT Support Engineer
Grand Products Company Limited
01.2015 - 01.2018
Systems Engineer
NATIONAL YOUTH SERVICE CORPS, Army Barracks
01.2013 - 01.2014
Industrial Trainee
Total Exploration & Production Nig Plc
02.2011 - 08.2011
B.Eng. Honours - Computer Engineering
Caritas University