Microsoft Word
Tosin Omotade
Network Engineer
Winnipeg,Manitoba
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Detail-oriented An Engineer 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.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
2
2
Certificates
1
1
Language
Work History
IT Technical Analyst
Dufresne Group
Winnipeg, MB
07.2022 - Current
- Assisted in troubleshooting network, cyber-security and non-standard software and hardware related issues.
- Provided backup and assistance for administration of physical and virtual server infrastructure and storage area networks.
- Organized system operating procedures to strengthen controls.
- Administered and maintained anti-virus and anti-malware software on end-user computing devices.
- Reviewed technical work of consultants and third-party support providers.
- Investigated system issues and implemented resolutions to reduce downtime.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Installed system updates to address vulnerabilities and reduce security issues.
- Enhanced interfaces to promote better functionality for users.
- Enhanced and reconstructed computer systems to increase efficiency.
- Planned computer systems using information engineering and structured analysis.
- Improved systems with addition of new features and infrastructure.
IT Support Specialist
MTN NIGERIA TELECOMMUNICATION LTD
Akure, LAGOS
01.2018 - 07.2022
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Delivered onsite technical support for more than 200 employees.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware and granted system permissions to new employees.
- Promoted efficiency among departments with prompt resolution of system issues.
- Used ticketing systems to manage and process support actions and requests.
- Designed and evaluated WAN and LAN connectivity technologies.
- Diagnosed and executed resolution for network and server issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices and software to set up work stations for employees.
- Provided network support services for devices such as hubs, bridges, routers and other hardware.
- Initiated and managed network test facilities to verify network hardness and resilience.
- Created VPN infrastructure and allowed for secure remote connections.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Resolved product design, acquisition and launch concerns to achieve customer's targeted business goals.
- Communicated technical development stages and provided design support to stakeholders.
- Delivered onsite technical support for over 200 employees.
- Assisted with updating technical support best practices for use by team.
- Documented support interactions for future reference.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high levels of call flow and responded to all technical support needs.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Translated complex technical issues into digestible language for non-technical users.
- Submitted service tickets for equipment maintenance requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Test and image desktops and laptops. Maintain, analyze, and troubleshoot, software and computer peripherals
- Researched product and issue resolution tactics to address customer concerns.
- Responded promptly to incoming sales leads and requests for technical support.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Computers
Network Consulting Engineer
XANFEL NETWORK GIANT LTD
Akure, Ondo
12.2018 - 05.2022
- Worked closely with about 50 customers calls daily to identify business costs and benefits of implementing computing solutions.
- Initiated and managed network test facilities to verify network hardness and resilience.
- Provided network support services for devices such as hubs, bridges, routers and other hardware.
- Created VPN infrastructure and allowed for secure remote connections.
- Established robust infrastructure and data capacity for new applications.
- Performed troubleshooting for Juniper, Cisco and packet analysis.
- Provided complete end-to-end engineering and installation of route-based IP network solutions.
- Configured and troubleshot VoIP and multi-media distributed systems and platforms.
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Collaborated with vendors to identify best options for optimizing network performance.
- Troubleshot complex multi-vendor network service provider issues.
- Applied tier-isolation best practices to support multi-tier architectures.
- Recommended options for disaster recovery and remote access security.
- Applied tier-isolation best practices to support multi-tier architectures
- Established robust infrastructure and data capacity for new applications
- Assisted with implementation and support of network monitoring tools
- Detected intrusion attempts and promptly responded to DDoS attacks
- Recommended options for disaster recovery and remote access security
- Integrated data, voice and video networks for use in multi-site installations
- Escalated emergency technical issues beyond knowledge to maintain optimum up-time
- Troubleshot complex multi-vendor network service provider issues
- Provided detailed network diagrams and procedural guidelines
- Integrated fixed wireless connectivity into facilities requiring high-speed networks
System Support Engineer
COMPUTER WAREHOUSE GROUP
Akure, LAGOS
12.2015 - 12.2017
- Support Microsoft Operating Systems and networks, Microsoft Windows environment including Microsoft Windows Server, Windows 7, Windows 10, MS Office Suite, Office 365, Anti-Virus software
- Tracked problematic system errors by implementing various user support tracking metrics.
- Efficiently resolved myriad of technical issues concerning software installation and network connectivity.
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Configuration/reconfiguration of hardware, including workstations and printers
- Analyze and resolve end-user hardware, software and connectivity issues
- Create and update accurate and consistent records of all calls
- Monitor progress on problem resolution and advise users on status of issue
- Supporting Corporate policies procedures and best practices pertinent to Windows Servers
- Perform system backups/recoveries
- Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to our clients
- Provide excellent client service; while managing multiple service requests
- Knowledge, experience and/or certifications on TCP/IP, VLAN and other networking technologies
- Knowledge of PC hardware and ability to set up, configure, and rebuild workstations and servers
Education
Bachelor of Science - Agricultural & Environmental Engineering
Federal University of Technology Akure
Nigeria 12.2008 - 03.2014
Skills
TCP/IP
undefinedAffiliations
- Member of Nigeria Society of Engineers (MNSE): ID-52437
- Registered with The Council for the Regulation of Engineering in Nigeria (COREN): REG/58519
Additional Information
A dynamic, dedicated and Seasoned Telecommunication Engineer with deep knowledge of system network standards and specifications with an extensive background in Agricultural, Mechanical, Civil Engineering and Information Technology, who believes that everything is possible. I have executed over 50 IT solutions to private, government, and international organizations.
Accomplishments
- Trained and led technical support teams of more than 45 support specialists.
- Increased number of resolved job tickets by 95% over previous year.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Supervised team of 1200 staff members.
Software
Microsoft Windows
Mac (for Apple devices)
Antivirus and security software
Data backup software
Certification
Cisco Certified Network Associate Routing and Switching (CCNA)
Interests
Language Learning
Cloud Solutions
Learning and Training
Driving
Network Analysis
Project Management
Timeline
IT Technical Analyst
Dufresne Group
07.2022 - Current
Network Consulting Engineer
XANFEL NETWORK GIANT LTD
12.2018 - 05.2022
IT Support Specialist
MTN NIGERIA TELECOMMUNICATION LTD
01.2018 - 07.2022
System Support Engineer
COMPUTER WAREHOUSE GROUP
12.2015 - 12.2017
Bachelor of Science - Agricultural & Environmental Engineering
Federal University of Technology Akure
12.2008 - 03.2014
Similar Profiles
Vladyslav VelychkoVladyslav Velychko
Merchandise Handler at The Dufresne GroupMerchandise Handler at The Dufresne Group
ANIRUDH PATELANIRUDH PATEL
Customer Service Agent at The Dufresne Group, CACustomer Service Agent at The Dufresne Group, CA
Mayuresh KulkarniMayuresh Kulkarni
Sales Associate at Ashley Home Store (The Dufresne Group)Sales Associate at Ashley Home Store (The Dufresne Group)