UNUAFE FAITH WINIFRED
Lekki,10011
Summary
Experienced IT specialist with expertise in fiber optics, network support, and hardware troubleshooting. Consistently delivers customer satisfaction and maintains a strong work ethic. Proven track record of success in the Telecommunication industry. Exceptional teamwork abilities consistently exceed employer expectations and company goals. Loyal and resourceful professional dedicated to delivering exceptional results.
Overview
9
9
years of professional experience
1
1
Certification
Work History
NETWORK SUPPORT ENGINEER
AIRTEL NIGERIA
Banana Lagos state, Nigeria
10.2023 - Current
- Change management monitoring for 1st level service restorations
- Be able to ensure Adherence to all process
- To execute activities and routines according to schedules defined by shift Team Lead
- Sending /Receiving / Follow up with escalated / pending report sent to delivery
- Incident management, Fault Isolation/Escalation, proactive Management
- Provide remote support to FSE on site
- Network performance/ configuration planning and Links Monitoring
- Ticketing, escalations of alarms and resolution using CRM system
- Ensure Management escalation and updates of critical /Major network problem per the notification and escalation process.
Network Support Engineer
Estream Networks
Lagos State, Nigeria
06.2021 - 01.2023
- Maximizing network performance through 24/7 proactive monitoring and troubleshooting
- RMS Report Analysis, Alarm Simulation and communication management
- Incident management, Fault Isolation/Escalation, proactive Management
- Provide remote support to FSE on site
- Network performance/ configuration planning and Links Monitoring
- Ticketing, escalations of alarms and resolution using CRM system
- Run daily and weekly management report on network event and activities as well as tracking escalations and other key performance indicators and ensure all customers SLAs are met
- Close coordination with internal functions, partners and 3RD Parties contractors for all networks and customer’s maintenance installations related activities
- Ensure issues are escalated appropriately and sending timely update /RCAs to customers
- Provide a restoration path for the circuits affected during any major downtime and arrange scheduled upgrades and investigate faults in the network.
NYSC INTERN
ESTREAM NETWORK
Lagos State, Nigeria
03.2021 - 03.2022
- Investigate customer’s claims and ensured said escalations are resolved within the shortest time possible
- Attend to customer requests, enquires and complaints via mails and calls
- Link monitoring
- Customer Relationship Management
- Email client
- Documentation.
CUSTOMER EXPERIENCE EXPERT
BARBINTIN MEDICAL CENTER
01.2016 - 01.2017
- Attend to pentice enquiries
- Call clients to schedule appointment also follow up on visit
- Assist with payroll and employee scheduling
- Call log phone message into computer system, mailing clients and staffs
- Scheduling equipment maintenance and order supplies.
Education
HND, Computer science -
OSUN STATE COLLEGE OF TECHNOLOGY
Esa-oke, Osun StateSkills
Software Installation
Network Infrastructure
Network Troubleshooting
Customer Relationship Management
Teamwork & collaboration
Negotiation Report Preparation
Skilled Multitasking
Easily Adaptable
Microsoft Office
Imonitor
Dynamics CRM
Solar Wind
Cactic
Winbox
PRTG
Cisco router
OWS
CRM DATABASE
Solution-oriented with exceptional critical thinking
Numerically and technologically savvy, able to work with data, perform analysis and communicate results
Strong written and verbal communication skills
Ability to multi-task, and cope with high volume operations remotely
Effective negotiation skills and conflict
Certification
- ITIL4, Information Technology Infrastructure Library
- Cisco Certified Networking Professionals (CCNP) In View
- Project Management Professional, institute of Professional Studies
- Cisco Certified Associate (CCNA) In View
Personal Information
Title: Performance Analyst/Service Support Analyst/Officer/Network Support Engineer
References
- Engineer Pastor Williams Aluko (RCCG), 08066873082
- Mrs. Adebanwo Margret. U (DSTV Nuvox manager), 07030788227
Timeline
NETWORK SUPPORT ENGINEER
AIRTEL NIGERIA
10.2023 - Current
Network Support Engineer
Estream Networks
06.2021 - 01.2023
NYSC INTERN
ESTREAM NETWORK
03.2021 - 03.2022
CUSTOMER EXPERIENCE EXPERT
BARBINTIN MEDICAL CENTER
01.2016 - 01.2017
HND, Computer science -
OSUN STATE COLLEGE OF TECHNOLOGY