Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

THOMAS JEROME

IT SERVICE DESK Snr. SUPERVISOR
Lagos

Summary

Focused and success-driven IT Support, IT Service Delivery with 4+ years of working experience and skills in Systems/Network Support, Various Application Support including Financial/Accounting Applications, Software/Hardware Troubleshooting, Maintenance and Repairs, IT Service and Infrastructure Management, IT Incident and Problem Management. I am innovative, proactive, result-oriented, and desirous to learn more while blending my skills and personality to achieve excellence in organizational growth.

Overview

14
14
years of professional experience
10
10
Certifications

Work History

IT SERVICE DESK Snr. SUPERVISOR

FedEx NIGERIA (RED STAR EXPRESS PLC)
1 2018 - Current
  • Basic Computer installation, problem diagnosis, and Technical support, Manage all installed servers and running applications
  • Managing and resolving network-related incidents across all FedEx offices in Nigeria
  • Escalate and follow up to ensure a satisfactory resolution of the incident
  • Managing various Applications such as Infor SunSystems Financials, HRManager, VISION, COSMOS, etc
  • Various In-house Application deployment and user training on Systems, Mobile devices, and other platforms
  • Managing the Domain controller (AD and Exchange server) supporting user accounts, and providing access privileges
  • Ensure all other Application Servers are up and running (Antivirus, Backup, Web server, etc.)
  • Organize and analyze Monthly reports for decision-making
  • Keep records of various downtimes of ISPs and analyze the results
  • ICT Asset Record keeping includes deployment, retrieval, and disposal of ICT assets
  • Configuration and repair of Mobile scanners for couriers
  • Ensure quarterly maintenance of all systems within the Company (Basic System Hygiene).

CORPS MEMBER (NYSC) / IT SUPPORT ENGINEER

FedEx NIGERIA (RED STAR EXPRESS PLC)
01.2017 - 01.2018
  • Worked closely with the Company’s IT officer on systems Maintenance
  • Provide client support and technical issue resolution on both hardware and various application software, on the Spot or via e-mail and phone
  • Proactive Problem Identification and Management
  • Incident Management and Resolution
  • Identify and correct or advise on operational issues on client computer systems
  • Application Maintenance & Upgrade
  • Using Service Desk IT Service management tool to monitor raised calls by users and to resolve them based on SLA
  • Using the Service Desk Incident Management tool to Monitor IT Incidents logged
  • Managing and resolving user-related issues
  • Supporting roll out of new applications
  • Problem Reporting
  • Managing Printers, Scanners, and Copiers in my location
  • Setting up video conferencing to different Airtel offices
  • Local Area Support and Management of Cisco Switches, Routers, and IP phones in the regional office
  • Polling, analyzing, and sending reports.

SYSTEM SUPPORT ENGINEER

OMOAYO CONSULT LTD
03.2010 - 01.2017
  • Computer Coupling, Repair, troubleshooting, and maintenance
  • LAN Setup and Maintenance for various clients of the Company
  • Effective Sales and after-sales support of IT equipment and Client Training
  • Printer Installation and Configuration Within a LAN
  • Effective Procurement of systems and other IT equipment for Clients.

Education

HND Computer Science -

KOGI STATE POLYTECHNIC
Lokoja, Kogi State
09.2015 -

PGD. Information Technology - undefined

NATIONAL OPEN UNIVERSITY
01.2024 - undefined

NECO Certificate - undefined

OKE-ABA SECONDARY SCHOOL
Oke-Aba, Kwara State
06.2008 - undefined

Skills

  • MAC/Linux/Windows Operating Systems XP/Vista/WIN 7-11
  • Networking (LAN and WAN)
  • Good knowledge of different application software [MS Office, Outlook Troubleshooting, PowerPoint, etc
  • Experience in Networking
  • Experience with McAfee security solutions
  • Knowledge of Active Directory
  • Knowledge of Azure
  • Knowledge of and how to troubleshoot TCP/IP issues
  • Knowledge of and how to troubleshoot DHCP issues
  • Use of Monitoring Tools
  • Use of ERP application experience (Microsoft Dynamics)
  • Desktop settings such as resolution
  • Able to set up a dual monitor/docking station
  • Implementation and support: VPN
  • Microsoft Office365 package

Certification

Cybersecurity Identity Access solutions using Azure AD (Microsoft)
Cybersecurity Tools and Technology (Microsoft)
Cybersecurity Management and Compliance (Microsoft)
Cybersecurity Threat Vectors and Mitigation (Microsoft)
Cybersecurity Solutions and Microsoft Defender (Microsoft)
ITIL v4 (Harrybaker)
CCNA Certificate (HIIT)
CompTIA A+ Certificate (HIIT)
Digital Marketing certificate (HIIT)
PMP Certificate (HIIT)

References

References are available upon request

Timeline

PGD. Information Technology - undefined

NATIONAL OPEN UNIVERSITY
01.2024 - undefined

CORPS MEMBER (NYSC) / IT SUPPORT ENGINEER

FedEx NIGERIA (RED STAR EXPRESS PLC)
01.2017 - 01.2018

HND Computer Science -

KOGI STATE POLYTECHNIC
09.2015 -

SYSTEM SUPPORT ENGINEER

OMOAYO CONSULT LTD
03.2010 - 01.2017

NECO Certificate - undefined

OKE-ABA SECONDARY SCHOOL
06.2008 - undefined

IT SERVICE DESK Snr. SUPERVISOR

FedEx NIGERIA (RED STAR EXPRESS PLC)
1 2018 - Current

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