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Donmac

It/network & Technical Support Engineer

donmac
Donmac
From:
Nigeria
Member since:
March 6, 2021
Last seen:
1 year ago
Service Rates
Hourly: $∞ Daily: $∞
Monthly: $∞ Contract:Available
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It/network & Technical Support Engineer

In my IT/Network/Technical Support Manager role, i provide 1st level troubleshooting and repair via technical phone supports and emails to resellers and end users, i act as the network engineer between the network team on site and management team(giving feedback to management regarding any network related issues or down-time, create alerts (jira tickets) that identify and categorize the issue based on severity, alert type and other criteria, i perform specialized duties in support of Network planning, installation, testing, and deployment of hardware (router, switches, gateways, etc.) and applicable software, i also honed my abilities in monitoring and maintaining the computer systems and networks within the organization, responsible for day to day monitoring of networked systems and software, hardware and storage components, maintaining equipment database and records, providing field support and installation, and providing online customer support, Installing and configuring computer systems, diagnosing hardware/software faults(laptops/desktops, switches, routers, mifis, repeaters/network extenders), i keep a watchful eye over end nodes, taking preventative reporting steps to ensure many issues do not occur, responsible for supporting remote monitoring and management software, monitors infrastructure health, security and capacity on a clients environment, I am also responsible for monitoring with a view to capture availability/performance/capacity metrics of customers sites, solving technical problems by performing functional testing of user equipment from the warehouse to ensure that the devices are performing optimally prior to selling to customers, LAN / WAN Network design, I carryout Technical Training for staff and customers and sometimes involve in system integrations and other assigned duties as applicable and instructed by line manager or management and I also ensure that no under-performing device is sold to a customer, I provide professional and effective technical support to the sales team to ensure that customer expectations are met particularly in terms of quality (experience) and timeliness in line with agreed SLAs, providing a solid foundation for this position. My communication, people-centric nature, and eagerness to please have afforded me excellent innovative and problem solving skills.

Education / Certificates

Higher National Diploma (Hnd) | Delta State Polytechnic, Ogwashi-uku

2008 | 2013

Computer Science

Employment History

Field Sales Representative (Fsr)/ Territory Sales Manager (Tsm) | Smile Communications Nigeria Ltd

August, 2015 - January, 2017

• Prepare action plans and schedules to identify specific targets and to project the number of contacts to be made and budgets to achieve or exceed the annual sales objectives for the company. Monitor and control the sales budget to ensure optimum utilization of resources in the region. • Present, Generate and sell company products and services to current and potential clients and also Identify and resolve client concerns in the region through a team of salesmen in order to achieve or exceed the annual sales targets and Manage quality and consistency of product and service delivery. • Conduct regular market visits to check route coverage, competitor activity and continuously search for new opportunities in order to increase sales in the region. • Provide distributors and customers in the region with information about new or improved products and service opportunities, special developments, information or feedback gathered through field activity to appropriate company staff in order to improve sales in the region. • Develop and maintain an efficient distribution network to ensure the comprehensive availability of company’s products and services across the region to achieve or exceed their sales targets. • Establish and ensure that all sales administration procedures relating to the region are properly implemented to support the sales teams in their efforts to accomplish the sales targets. • Co-ordinate and follow up with the logistic officer to ensure that adequate inventory stock of product is maintained for the Region in order to meet the sales delivery schedules and provide the distributors with superior levels of service and meet the needs of the customer. • Liaise with the Marketing team to ensure that adequate marketing support by way of merchandising and promotions is available in the region in order to provide brand visibility and promote sales in the region • Develop the necessary Regional Sales Management organization structure and ensure the right talent of staffing and appropriate training to meet all job requirements. Provide leadership so that staff are well motivated and engaged to stay and contribute effectively to the organization


Assistant Manager | ? Jemok Petroleum Company Limited

February, 2017 - April, 2017

Job Position: Assistant Manager Responsible for the planning, organization, direction, control and evaluation of the gas station, and provide merchandise and services on retail. Duties & Responsibilities: • Supervise the activities of all officers and Ensures all orders are serviced. • Oversee the haulage, discharging of products as well as the ullage of products. • Assess sales volume and results, and develop specific actions directly related to business development and growth • Research various ways to provide resources as required by the officers for productivity • Maintain excellent standards in all bulk sales activity and driving sales & profitability through the performance and development of sales officers and workers, whilst Manages budgets • Manage the business by effectively using sales reports, assesses marketing results, and develops specific actions directly related to business development and growth • Maintain a healthy relationship with the 3rd party depot officials to ensure business continuity • Review reports on daily operations, carryout dipping of PMS, AGO, DPK left before change of shifts, issues and stock movement and presents it to the Head when needed. • Liaising with the government and other agencies on operations matters (tax officers) • Ensuring all the equipment required for operations is in place. • Implementing HSE policies in the daily operations


Technical/network Support Manager (Rivers State Region) | Smile Communications Nigeria Ltd

May, 2017 - January, 2020

• Performs specialized duties in support of Network planning, installation, testing, and deployment of hardware (router, switches, gateways, etc.) and applicable software. • Responsible for day to day monitoring of networked systems and software, hardware and storage components, maintaining equipment database and records, providing field support and installation, and providing online customer support. • Responsible for monitoring with a view to capture availability/performance/capacity metrics of customers sites. • Keeps a watchful eye over end nodes, taking preventative reporting steps to ensure many issues do not occur. • Responsible for supporting remote monitoring and management (RMM) software. • Monitors infrastructure health, security and capacity on a client’s environment. • Creates alerts (jira tickets) that identify and categorize the issue based on severity, alert type and other criteria. • Keep inventory of functional and non-functional systems in the region, Installing applications and computer peripherals (Finger PRINT scanner) and Customizing desktop applications to meet user needs. • Perform functional testing of User equipment from the warehouse to ensure that the devices are performing optimally prior to selling to customers and ensure that no underperforming device is sold to a customer. Assist the products team in field testing and performance analysis of new products and also conduct remote troubleshooting. • Provide professional and effective technical support to the sales team to ensure that customer expectations are met particularly in terms of quality (experience) and timeliness in line with agreed SLAs, Follow up with clients to ensure their systems are functional, Report customer feedback and potential product requests and Direct unresolved issues to the next level of support personnel. • Handle/address user or support tickets regarding hardware, software and networking evaluated, determine root cause, collaborate with internal and external technical support to ensure 100% problem solution and Test alternative pathways until an issue is resolved -To effectively deal with all support calls, investigating and responding to queries and ensuring successful conclusion within the shortest time possible. • Troubleshoot connectivity issues experienced and reported by customers together with the sales and network teams and ensure that service level agreements are adhered to and Manage issues assigned from the call centre related to Smile Internet Service and User Equipment and resolve within agreed SLAs. • Test user equipment returned from the field for failure and assess whether they can be repaired, replaced under warranty, or replaced without warranty within agreed SLAs and Record technical issues and solutions in logs. • Provide support in deployment/installation of Smile equipment at customer premises and also Liaising with the sales team and other internal departments and/or service providers to ensure that customers’ issues/queries are brought to successful closure. • Provide training and product knowledge support(creating technical documentation and manuals.) to the sales team to ensure a good level of understanding of Smile’ s products and services as improved and maintained from time to time. • Provide information/reports required to the Regional Sales Manager/Head of Technical Support as well as support on sales presentation as and when required. • LAN / WAN/CCTV Network design and Technical Training for staff and customers. Performs system integrations and other assigned duties as applicable by line manager or management • Provides 1st level troubleshooting and repair via technical phone supports and emails to Resellers and End Users


It/network Consultant | Fusion Network Solutions Freelance Field Engineer

February, 2020 - Till Date

• Installing and configuring new technology to be used by the company, such as hardware, operative systems, and programs or applications. • Giving regular maintenance to existing hardware and computer systems. • Providing assistance to company staff or clients with technology-related issues: o Understanding the issue and its cause; o solving the problem; and o Explaining the problem to the staff member or client. • Troubleshooting systems a Installing and configuring new technology to be used by the company, such as hardware, operative systems, and programs or applications. • Giving regular maintenance to existing hardware and computer systems. • Providing assistance to company staff or clients with technology-related issues: o Understanding the issue and its cause; o solving the problem; and o explaining the problem to the staff member or client. • Troubleshooting systems and applications: o Running diagnostics on malfunctioning hardware or software; and o finding solutions for any issue and implementing it. • Replacing damaged or malfunctioning parts on hardware when necessary: o Ordering new parts when out of stock. • Writing reports on the status of all hardware and software in the company. • Implementing and assisting on the roll out of new applications or operating systems: o Learning about the new application or operating systems; o running tests before implementing them in all systems; o evaluating new applications or operative systems; and o Installing them on all systems in the company. • Setting up profiles, emails, and issuing access passes for new employees and assisting in all password-related issues. • Running security checks on all systems. • Conducting electrical safety tests on all systems. • and applications: o Running diagnostics on malfunctioning hardware or software; and o Finding solutions for any issue and implementing it. • Replacing damaged or malfunctioning parts on hardware when necessary: o Ordering new parts when out of stock. • Writing reports on the status of all hardware and software in the company. • Implementing and assisting on the roll out of new applications or operating systems: o Learning about the new application or operating systems; o running tests before implementing them in all systems; o evaluating new applications or operative systems; and o Installing them on all systems in the company. • Setting up profiles, emails, and issuing access passes for new employees and assisting in all password-related issues. • Running security checks on all systems. • Designing and implementing new network solutions and/or improving the efficiency of current networks • Installing, configuring and supporting network equipment including routers, proxy servers, switches, WAN accelerators, DNS and DHCP • Procuring network equipment and managing subcontractors involved with network installation • Configuring firewalls, routing and switching to maximise network efficiency and security • Maximizing network performance through ongoing monitoring and troubleshooting • Arranging scheduled upgrades • Investigating faults in the network • Updating network equipment to the latest firmware releases • Reporting network status to key stakeholders • Conducting electrical safety tests on all systems.

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