Enterprise Resource Planning (ERP)
Anthony Ologwa
IT Admin, Tech Support, Help Desk Specialist.
Surrey,British Columbia
Summary
A Comptia Certified hardware and software specialist, experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
3
3
Certificates
Work History
IT Support Consultant
TONETI Enterprise Solutions
10.2020 - 05.2023
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors.
- Researched product and issue resolution tactics to address customer concerns.
- Documented support interactions for future reference.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Configured hardware and granted system permissions to new employees.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Tested new software and hardware prior to deployment.
- Installed, configured and maintained computer systems and network connections.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
IT Manager & User Support
Obytone Systems Global Resource
01.2017 - 02.2020
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Orchestrated integration and communication of software upgrades.
- Integrated and updated software products to boost system compatibility.
- Implemented internet and intranet applications on multiple platforms.
- Designed and evaluated WAN and LAN connectivity technologies.
- Monitored networks and network devices to resolve technical problems quickly.
- Developed and documented network policies, procedures and standards.
- Planned and implemented upgrades to system hardware and software.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Installed and configured network printers and other peripheral devices.
- Built, repaired and installed computer-related hardware based on deployment procedures.
Technical Support Analyst
Etisalat Telecommunication
05.2011 - 07.2016
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Promoted efficiency among departments with prompt resolution of system issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Consulted with sales personnel to answer customer questions with statistical analyses presented in easily digestible formats.
Education
Bachelor of Science -
University of Nigeria
Nigeria 03.2004 - 07.2008
Skills
Data recovery
Mac systems
Technical issues analysis
Desktop support
TCP/IP
Software diagnosis
Complaint resolution
PC component diagnostics
Staff education and training
Ticket support system management
Network diagnostics
Issue troubleshooting
Application support
Software
Microsoft, Mac & Linux Operating Systems
Microsoft Dynamics 365
Customer Relationship Management
Certification
[Comptia A+], [Comptia Inc]
Timeline
[Comptia A+], [Comptia Inc]
05-2023
[Scrum Foundation], [CertiProf]
01-2023
IT Support Consultant
TONETI Enterprise Solutions
10.2020 - 05.2023
[ITIL foundation Certificate]
06-2019
IT Manager & User Support
Obytone Systems Global Resource
01.2017 - 02.2020
Technical Support Analyst
Etisalat Telecommunication
05.2011 - 07.2016
Bachelor of Science -
University of Nigeria
03.2004 - 07.2008