Gabriel Bassey Akpan

Gabriel Bassey Akpan 5, Henry Omoragbon Street, Alagbole, Ogun state. -, -- OBJECTIVE Dedicated and results-oriented IT Specialist, Microsoft 365 Administrator/Security and Compliance Subject Matter Expert with a proven track record of providing exceptional technical assistance and resolving complex issues. Possesses strong analytical skills and a deep understanding of various operating systems, network infrastructure, Office 365, and Azure Active Directory to mention but few. Demonstrates excellent problem-solving abilities and thrives in high-pressure environments. Committed to delivering outstanding customer service and maintaining optimal system performance. Adept at collaborating with cross-functional teams to achieve organizational goals. Seeking to leverage expertise and experience to contribute to the success of a dynamic organization. Core Competence Microsoft 365 Administration Azure Administration Customer Service Skills Problem Solving Skills Fast Learning capability Great Team Player Time Management Professional Experience TeKnowledge Global Ltd, Oniru Chieftaincy Estate, VI, Yesuf Abiodun Way, Lagos. (October 2024 – Present) Technical Subject Matter Expert - SCIM Security & Compliance (October 2024 - Present) Develop and document best practices for supporting Microsoft Security and Compliance workload and assist with developing an appropriate support model. Executes ad-hoc analysis of active cases, assesses team knowledge, and participates in other activities as directed by the Team Manager/Operations Manager Takes ownership of aging or complex cases to expedite resolution and support engineers with cases beyond their capability. Performs daily PCMS reviews to ensure the accuracy and completeness of case management. Have a clear view of product scope and interdependencies, address quickly routing problems, and cross-team collaborations. Bring internally escalated customer cases to resolution through advanced problem-solving, assertive communication, and collaboration. Conducts backlog and case reviews, focusing on idleness, technical solutions, and communication, while providing coaching and guidance to case owners. Evaluate symptoms and determine the root cause of complex issues. Share these findings with the customers when requested. Acts as an initial point of contact for complex escalations or complex case scenarios within teams. Provide specific feedback on escalated cases to the Managers contributing to engineers’ development and proficiency. Analyze product bugs in collaboration with the TAs/SEEs or Product Group (as the case may be). Acts as the highest level internally for technical escalations, taking ownership and driving the escalations to resolution. Assists Team managers with recovery calls to clients when needed using technical knowledge and discretion to rapidly determine an appropriate course of action. Collaborates with client senior resources to clarify ambiguous incidents. Provide postmortem analysis on escalations as required. Helps identify difficult topics and knowledge gaps on the team, liaising as needed with Client stakeholders and colleagues collaborating on projects. Seeks supplemental training to improve performance and develop specialization. Stay current with product and technology changes, process updates, and workflows. Review and propose improvements to current processes and procedures and implement approved changes. Proactively and consistently mentors Novice, intermediate, and expert Engineers through individual coaching sessions. Collaborates with the Team Manager to drive the team improvement plan. Participates in customer satisfaction analysis, providing technical assessments and identifying areas for improvement. Mentors Technical Leads and potential Technical Leads, developing successors within the team. Assess team technical knowledge and gaps, providing feedback and recommendations for improvement to the Team Manager and Learning & Development (L&D). Collaborates with Training on TNIs as it relates to existing topics or new support topics, transfers knowledge by documenting methods and processes, creates training materials, and conducts workshops. Assesses training needs within the team, designs, plans, and delivers training programs to address those needs. Maintains training materials and programs, ensuring they are current, accurate, and effective. Analyzes backlog, active case reports, and support topic reports, providing insights and recommendations to the management team. Assists with case reporting details that can help analyze case trends. Tek-Experts (Nig) Ltd, Plot 2, Yusuf Abiodu Str, VI, Lagos. (July 2019 – September 2024) Technical Lead (SCIM Security and Compliance) (June 2024 – October 2024) Acted as Technical Lead for SCIM Security and Compliance. Engaged Microsoft Support Escalation Engineer on critical technical issues and roadblocks for Microsoft 365 services infrastructure. Provided technical training to team members. Reviewed each Engineer’s tasks and provided a technical action plan to drive tickets to closure. Took ownership of complex cases and drove them to closure. Provided required education and documentation to guide clients in the effective use of Microsoft 365 services and tools for effective and seamless communication and collaboration. Technical Lead (M365, Azure and Exchange Online) (Jan 2023 – May 2024) Tek-Experts is a leading, global provider of business and IT support services, and a technology developer that enhances the customer experience by enabling our teams to work more effectively. Acted as Technical Lead and subject matter expert for Exchange Online, Identity, and Outlook in Microsoft Office 365. Developed training sessions to develop junior resources on the team. Created Procedures to provide step-by-step documentation of troubleshooting workflow infrastructure. Reviewed backlog, escalated cases, provided Action Plans, and helped reduce the business's overall caseload to less than 10%. Mentored frontline Engineers by developing their technical acumen, case maintenance, and customer interaction skills. Took ownership of complex cases and drove them to closure. Technical Point of Contact (P.O.C) (August 2020 – Jan 2023) Reviewed cases from aligned support engineers and provided action plans. Took ownership of complex cases and drove them to closure. Provided superior service frontline Technical Support to clients, using advanced troubleshooting mechanisms. Collaborated with subject matter experts and escalation managers when additional support was needed. Provided technical training to team members, new hires, and interested IT professionals. Technical Support Engineer II Microsoft O365 (July 2019 – Jan 2023) Provided technical support for Enterprise organizations as well as Small Business customers from various Office 365 products worldwide. Guided customers with onboarding their organizations to Office 365 services such as Exchange Online. Responsible for delivering an enjoyable and seamless onboarding experience from other on-premises or cloud platforms to Office 365. Utilized Azure AD and/or existing PowerShell scripts to customize customers' Office 365 portal. Responded to customer tickets/e-mails via RAVE and assisted in resolving Office 365-related issues/concerns. 100% Remote Position. Direct On Data Ltd, Plot B, Block 1, Ilupeju Ind. Ave., Lagos (May 2015 - July 2019) Network/NOC Engineer Oversees day-to-day operation of 24x7 Network Operations Centre. Performs Site Survey for new installations of VSAT using the appropriate tools. Setup and configure Router/switch. Good working knowledge of network management systems (iDirect: iBuilder, iMinitor and iSite). Troubleshoots and resolves problems with clients from the Network Operations Centre. Test VSAT satellite Network HUB (TDMA, SCPC Technology), VSAT Links (C - Band and Ku -Band) with antenna sizes 1.2M, 1.8M, and 2.4M. Configuring and Installation of iDirect modems (3000 and 5000 series), Hughes (HX50, HX200, HNS7000 Series) Modems and routers as well as Fixed Wireless Radio devices (such as WaveIP and Shyam) for Point-to-Point and Point-to-Multi Point clients. Monitoring bandwidth utilization using iMonitor and iBuilder and upgrade/downgrade as occasion demands. Providing NOC-level support to field engineers and technical support to engineers and clients. Well experienced in using various tools and technologies related to network management. MOTORISED Auto tracking VSAT Antenna including Antenna Controller. Extensive training on installing and maintaining the latest and new iDirect, HNS, and HX technologies and equipment. Bamugate Limited, 4, Jibowu Street, Yaba, Lagos (November 2013 – April 2015) Network Administrator/Senior IT Support Engineer Performed Computer installation and Operating System configuration in designated Networks, created user accounts, and managed access control of computers and network applications. Configuration and installation of microwave radios and antennas for internet access and surveillance cameras. (Extended Radio, Access Point Radio, Rapid Deployment Radio, CPE Radio). Configured and installed Routers/Switches and managed LAN Maintenance of surveillance and security systems (Cameras). Support IT Systems, including LAN, WAN, and related systems. LAN structural cabling, high-rated UPS cabling, and installation. Managing 4.7m Vsat equipment and idirect hub at Network Control Centre (NCC) for voice, data, and video communication. Support, monitor, test, and troubleshoot hardware and software problems. Perform and coordinate installation of advanced operating system hardware and software on workstations. Maintain, monitor, and analyze system components and make recommendations regarding upgrades, computer system security, and resource utilization. Support and maintain end-user requirements, including troubleshooting, maintenance, and training. Provide Technical analysis and implement systems to meet the company's IT goals. Maintain records of hardware and software issues, performance, and supplies. Perform data backups and disaster recovery operations, provide support/remove various viruses and spyware. Direct On PC Limited, Plot B, Block 1, Ilupeju Ind. Ave., Lagos (March 2009 – Sept 2013) Network/ Core NOC Engineer Provided second-level fault management to Wimax, Point-to-Point and FWA (Fixed Wireless Access) users. Installed, Configured and Support for different types of Wireless Cisco LINKSYS Routers like WRT120N for customers and clients. Configured different kinds of Modems and Routers: Aviat STARMAX 3400 DV – 23, Aviat STARMAX 3160 – 23 Gigaset SX682 WiMAX, Gemtek WIXS-168, Greenpacket IND-OS-230, among others. Configured and Installed P2P radio like ALVARION, WAVE IP SHYAM with respective management and monitoring using LinkManager Breeze config and Telnet. Configured VLAN on Cisco 2960 Switches for Base Stations and 2900 series routers. Troubleshot and rectified problems associated with PPoE clients such as frequent disconnection, account management, weak signal strength and quality fluctuations. Co-ordinated and escalate network related calls to the concerned authorities and follow up for resolution. Monitored Navini Broadband CPE and BTS (Base Transceiver Station through the EMS (Equipment Management System). Monitored IP Based Alvarion point to point Radio links, Alvarion Sectors and Navini Sectors and Base Stations, Ceragon Point to Point links via networking monitoring tools called WhatsUp Gold to ensure Base stations are up and running. Monitored WiMAX domain ASN GW (Access Service Network Gateway), MSS (Mobile Subscriber Station) and BTS (Base Transceiver Station) WSGR (Wireless Service Gateway Router) and CSN (Connection Service Network). Monitored and identified various types of alarms on the Base Transceiver Station such as ODU Lost, Power Amplifier off, Power Low Gain remotely using Aviat ProVision software and rectifies same with the use of ASN to ensure downtime is reduce to the barest minimum. Identified and worked with Field Engineers to resolve various Base Station issues such as ODU no Heartbeat, Power related issues, PLL not Lock, PMP Card Down, GPS issues, Synchronization issues, Interference issues, and Switch related issues among others. Troubleshot and rectified problems associated with PPPoE, WiMAX and FWA clients such as frequent disconnection, signal strength and quality, fluctuations, and general clients’ user accounts management. Provided technical support to Customer Support Engineers remotely on how faults can be resolved by troubleshooting using network management tools like PUTTY, ASN, JISP (Java Indexed Serialization Package), 24-ONLINE, WhatsUp Gold (BTS Constellation Display), and PRTG (PRTG Network Monitors cover all aspects of network monitoring to include among others up/down time monitoring, traffic and usage monitoring, SNMP, NetFlow, packet sniffing, combined with concise reporting and analysis features). Ensured that there is no downtime on the network. Provided daily reports on: Bandwidth usage, PRTG Traffic Grapher Monitoring, total online users (using 24 Online and ASN), bandwidth utilization, Newtec/Glo1 Traffic Grapher, VoIP, number of clients per BS, their Status and IP addresses and other daily activities. Monitored and troubleshot various servers to make sure they are up and running. Provide Network Security and Technical Management for multi-network systems, Network applications, Internet Connectivity, and Infrastructure Design. Troubleshot Network related issues and ensure network runs smoothly. Configure wireless Local Area Network. Monitored the organization Local network and bandwidth utilisation. Run speed test at different interval to determine the effectiveness and performance of unwired network and its servers' functionality (using HTTP and FTP) for both German and Lagos HUB Computer Science Laboratory, University Of Uyo, Uyo (2006 – 2008) Participated in LAN/WAN network planning activities. Assisted in troubleshooting Local Area Network, LAN. Performed hardware and software installations and system upgrades. Installed and configured windows server 2003. Troubleshot problems with computer hardware, software, and peripheral devices as they arose. Installed, configured, tested, and maintained hardware and software on a variety of computer systems. Provided basic training to students in the use of computer and various computer hardware and software. Provided help, support, and assistance in initial installation of system, setup and maintenance of the user account, data recovery, among others. Educational Certification 2008 Bachelor of Science - Computer Science University Of Uyo, Uyo, Akwa Ibom State, Nigeria. Other Certification Microsoft Certified System Engineer (Diploma). M365 Outlook Specialist. M365 Outlook Advanced Specialist. M365 Exchange Advanced Specialist. M365 Security and Compliance Advanced Specialist. Technical skill Cloud A result-oriented Cloud Solutions Specialist with experience in Microsoft 365 Administration. Networking Network processing centralized and distributive network connection. Installing, configuring, and administering Network technologies. Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, RARP, FTP, TFTP). Proper understanding of Bridging and Switching concepts and LAN technologies. IP addressing, Subnetting, and Routing concepts. Sound knowledge of routing protocols - RIP V1/V2, OSPF, IGRP and EIGRP. Switches: Basic Configuration and VLAN setup. Router: Basic Configuration and Monitoring. VLAN: configuration, switching isl, dotlq. Backup and restore of all critical resources including router and switches IOS, Outlook, DHCP, and DNS. Functioning knowledge of WAN protocol: HDLC and PPP. Working knowledge of DHCP Server, DNS Server, and Proxy Server on Windows. Security administration: Port Security on switch and IP security on Router via Access list. Hardware Computer assembling and maintenance. Troubleshooting hardware and software problems. Installing and configuring the peripherals, components, and drivers. Software installation to users’ standards. Awards Best Overall Technical Lead SCIM Compliance (July). Winner Q2 Excellent In Action Award 2024. Referees Available upon request