Ebuka Felix
IT Support and System Administrator
Brampton,ON
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Currently studying for Salesforce Administrator Certification.
Overview
8
8
years of professional experience
Work History
Deskside Support Analyst
Compugen Inc.
Toronto, ON
11.2021 - Current
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution by Using Cherwell Ticketing system.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Engaged in user support interactions via telephone, chat and email platforms.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Configured hardware, devices and software to set up work stations for employees.
- 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.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Onboard, Offboard new users through AD
- Managed Exchange, Apple Business Management(ABM) and Intune.
- Also Provided remote support using LogMeIn and connecting to users Machine through Jump Server.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Help Desk Analyst
Mircom Group of Companies
Vaughan, ON
10.2019 - 10.2021
- Onboarding/Offboarding/ Change user Accounts (Active Directory/ Azure AD)
- Hardware and software maintenance
- Respond to IT tickets using Zendesk
- Setting up new equipment for users
- Provided basic end-user troubleshooting and desktop support.
- Documented support interactions for future reference.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Researched product and issue resolution tactics to address customer concerns.
Technical Support Specialist
Rogers Communication
North York, ON
02.2017 - 03.2021
- Troubleshoot and maintain Home internet and escalate/schedule service call when required
- Troubleshoot issues related to Rogers email client and network configurations
- Assist with Rogers Online Protection
- Assist customers over phone
- Involved in internal project programs for developing new tools
- Resolved diverse range of technical issues across multiple systems and applications for customers across various time zones.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Documented support interactions for future reference.
Desktop Support Analyst
UpRight Management
Mississauga, ON
09.2013 - 10.2014
- Managed firewall, network monitoring and server monitoring both on- and off-site
- Recommended network security standards to management
- Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
Education
Bachelors of Engineering - Computer Engineering
Madonna University
Port Harcourt, Nigeria2012
Diploma - WES
Befrank Meteoric School
Lagos, Nigeria2008
Skills
- Experienced in providing excellent customer service and telephone calling
- Strong leadership, interpersonal, verbal and written communication skills
- Excellent people and teamwork skills; works well independently and creative
- Strong organizational skills in stressful environments
- Microsoft Windows, Microsoft Office Types 45 WPM
- Proficient with C programming language, HTML5 and PHP
- Able to multi-task in face paced environments, adapt to change and handle pressure
- Strong problem solving skills and ability to work well independently and as part a team
- Highly reliable, punctual, motivated, responsible, friendly, outgoing and a team leader
- Network and Website Maintenance
- System Upgrades
- Active Directory
- Computer Networking
- Help Desk
- Microsoft SQL Server
- Zendesk
- Microsoft Office
- AWS
- Technical Support
- Linux
- SQL
- Azure
- PowerShell (2 years)
- Tendency to be reliable, dependable, and act with integrity at work
- Knowledge of various Microsoft Word features, functions, and techniques
- Deskside Support
- On-Site Support
- Support policy planning
- Logging support tickets
- Manager support
- Business support software proficiency
Additional Information
- Willing to relocate: Anywhere
Timeline
Deskside Support Analyst
Compugen Inc.
11.2021 - Current
Help Desk Analyst
Mircom Group of Companies
10.2019 - 10.2021
Technical Support Specialist
Rogers Communication
02.2017 - 03.2021
Desktop Support Analyst
UpRight Management
09.2013 - 10.2014
Bachelors of Engineering - Computer Engineering
Madonna University
Diploma - WES
Befrank Meteoric School
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