Sydney John.
343 Bornu Way Alagomeji Yaba, Lagos.
Tel: -, -, Email:-
PROFESSIONAL SUMMARY
A smart and intelligent Customer support engineer with strong skills in Windows system support, setting standards for operations and providing technical support to users and bring a quick resolution to challenges. Strong documentation and communication skills with ability to collaborate and provide excellent service to both internal and external customers. Overtime, I have developed expertise in systems integration, Installation of both operating system and application software. I work enthusiastically as a team player to achieve goals of the organization with continuous self-professional development to sharpen skills and my capabilities in a versatile and evolving digital enterprise landscape.
KEY ACHIEVEMENTS
Provided technical support for internal stakeholders resulting in increased customer satisfaction.
Provided technical expertise for 1st and 2nd line IT support staff, sharing technical knowledge.
Collaborated successfully with various cross-functional teams.
Ensured policies and processes are well-documented, communicated and followed.
Assisted other Infrastructure and Cloud team and development teams to resolve application-to-platform integration issues.
Ensured Incident and Problem tickets resolution within SLAs.
SKILLS/ PROFICIENCIES
Excellent troubleshooting skills
In-depth understanding of LAN and SAN cabling Support and implementation techniques
Communication and collaboration skills.
Problem solving and diagnose.
Strong Analytical skill
Strong organizational skills
Proficiency in Microsoft Office (Excel, PowerPoint, and Word)
Proficient in CRM (Hubspot, Freshdesk etc) and ERP(Oracle ERP Cloud) systems.
Strong background in Windows and Linux OS.
Python Language programming
SQL Database analysis
EXPERIENCE/ACHIEVEMENTS
MTN Nigeria Telecommunications Ltd
End User Support Engineer 08.2022 – Current
Provide technical support to applications and hardware.
Assist other Infrastructure and Cloud team and development teams to resolve application-to-platform integration issues.
Performing technical and networking troubleshooting.
Windows Desktop management and support
Intune deployment and management.
Patch deployments.
Ensure Incident and Problem resolution within SLAs.
Computer Warehouse Group (CWG PLC)
End User Support Engineer (Team Lead) 01.2022 – 08.2022
Lead a team of 5 engineers, providing guidance, direction, and support to ensure project goals are met efficiently and effectively.
Provided technical support to applications and hardware, resolving issues promptly to minimize downtime and optimize performance.
Planned and undertook projects aimed at improving and upgrading key IT systems, overseeing the entire project lifecycle from initiation to completion.
Developed, contributed to, and evaluated technical proposals, leveraging expertise to recommend innovative solutions that align with organizational objectives.
Oversaw system monitoring, maintenance, and troubleshooting activities, ensuring systems are operating at optimal levels and addressing any issues promptly to minimize disruptions.
EDUCATIONAL QUALIFICATION/ATTAINMENT
Federal University of Technology Owerri, Imo State, NigeriaB.Sc (Hons) Chemical Engineering 2019
Redeemed Peoples’ Academy WASSCE2012
CERTIFICATIONS/TRAINING
AWS Machine Learning Foundations
Comptia A+ by Udemy
AWS Certified Cloud Practitioner
Azure Fundamentals AZ-900
AWS Certified DevOps in view
Linux Administration by Alison Courses
PASSION / INTEREST
Reading, Research, Analysis, Surfing the internet.
REFREREE
Available on request
