Technical Support / IT Security

Previous Employment Details:

Recruitment Xperts (July 2018 - Present)
Field and Rig IT Support Technician (Shell Contract)
Training and awareness for users in relation to new technology and security best practices.
Install, configure and troubleshoot computer hardware, software systems, printers, scanners, and other IT peripherals.
Working with procurement staff to purchase hardware and software.
Provided 1st and 2nd line IT technical support to resolve user and operational problems.
Escalate incidents to the next level when required support from level 2 or SMEs.
Contributed to the development of software installation procedures and end-user guides.
Contractor and vendor management for offshore and onshore site Projects and Activities.

Regency Recruitment (July 2016 - July 2018)
Onsite Support Technician (BP contract)
Participated in end-users computing projects for various IT initiatives.
Fulfilling the end user’s IT requests for (IMAC) software installations, software configurations, hardware moves, and other business requirements.
Imaging, deployment, maintenance, and configuration of Microsoft workstation operating systems and productivity software.
Administering MS Active Directory users & groups, policies and management concepts
Backing up and restoring settings and associated systems administration activities
Providing weekly inventory and asset management reports for end-user equipment.

Cable and Wireless Communications,
CSC Tier 1 Engineer, April 2016 – July 2016.
Proactively monitor customer premise equipment and troubleshoot any issues on customer premise and access networks by using established tracking systems to log requests; monitor progress, track problem resolution, identify patterns of failure, recommend or implements solutions and communicate with senior group members regarding unresolved.
Provide 24x7x365 support of B2B customers by Monitoring and troubleshoot switching, routing, digital, optical and associated telecommunications equipment from customer premise equipment to Core Access Network equipment.
Troubleshoot CE performance and provide performance statistics and reports.
Open trouble tickets for various customers, answering incoming telephone calls, responding to network alarms/Event and customer emails regarding network connectivity problems or queries with a predetermined time frame.
Maintain a high closure rate while maintaining quality and effectively manage ticket queues to ensure high customer satisfaction.
Escalate network problems both internally and externally to the appropriate level of support in compliance with set SLA’s.