Description
Email: [email protected]
Phone: (306) 850 – 0348
KASALI, Ibikunle (CCNA, MCP, ITILv3, AIPS)
I am a solution-oriented, customer-centric, self-motivated and highly resourceful IT personnel offering years of experience fulfilling roles in IT Infrastructure, security and delivering high-impact results through the effective combination of technical expertise, attention to details and great problem solving and interpersonal skills. I also have background in serving at the helm of major projects, successfully executing roll outs, upgrades and delivering direct end-user training and support with strong troubleshooting, documentation and communication skills, making me the most suitable for the advertised Service Desk Network Analyst position.
Education
· Bachelor’s Degree in Electronic and Computer Engineering
Lagos State University, Lagos.
(Equivalent to a Bachelor’s Degree as evaluated by World Educational Services (WES), Toronto).
Technical Certifications
Cisco Certified Network Associate – CCNA
Microsoft Certified Professional – MCP
Information Technology Infrastructure Library Version 3 – ITILv3
Avaya Implementation Professional Specialist – AIPS
Professional Experience
Technical Support Specialist. 10/2018 – Present
HGS Canada, Saskatoon.
· Resolves customer’s computer network issues, reducing trouble ticket by over 40%.
· Simplifying complex technical issues using various tools, minimizing resolution time.
· Slashed customer’s billing by 30%, providing customers with need-based solutions.
· Research customer issues for trends in the ticketing system for better future interactions and increase capacity planning.
· Escalate issues when situations demand to ensure resolution within stipulated SLA.
Achievements: Obtained a perfect score (100%), consistently surpassing service requirements by delighting customers, resolving their issues on time and with great interpersonal skills.
IT Infrastructure Analyst. 04/2013 – 09/2018
FBNQuest Capital, Lagos.
· Provided technical (network, voice and operating system) support for company-wide users.
· Responsible for onboarding of new staff with the provision of IT related
· Utilized the ticketing system for resolution of incident management and knowledge base library.
· Administration, configuration and maintenance of computers, mobile devices (Android, Apple and Windows), Microsoft Servers, Avaya IP PBX (Telephony), Cisco Routers and Switches.
· Managed hardware and software inventories, user access, licensing and capacity management.
· Maintained SLAs, contracts with vendors, suppliers and service providers.
· Developed back-up procedures and effected disaster recovery and business continuity plans.
· Monitored and maintained network availability while mitigating against network threats.
· Evaluates applications and procedures to ensure conformity with the standard procedures.
Achievements:
-Increased Service Uptime – Led the change of over 400 computer systems from desktops to laptops within 2 weeks, thereby increasing mobility and saving space and cost by 50%.
-Service Management – Provided exceptional support for the C-level officers and consistently beating service levels (SLA) for 3 years in a row, culminating in an award by the company’s CEO.
-Cost savings – Managed the IT departmental budget (procurement of computer systems and peripherals) and vendors service negotiation for efficient resource utilization, saving cost by 39%.
Strengths: Disciplined problem resolver, highly collaborative, great soft skills, technically strong, great customer service skills and always willing to help others.
Volunteer Experience
Technical Department . 10/2018 – Present
Redeemed Christian Church of God, Saskatoon.
· Responsible for setup and management of all IT infrastructure services related for the church.
· Subject Matter Expert (SME) for the church’s audio-visuals.
· Overhauled the computer systems being used for IT duties in the church for efficient services.
Achievements:
-Audio Upgrade – Upgraded the church’s audio systems from a standalone to a centrally managed audio systems for efficient management and better performance.
-Data Repository – Implemented a resilient data backup system for the organization as storage for events and sermons which was initially non-existent.
-Software Deployments – Deployed new software to automate some of the church’s activities and events against the initial manual practice.
Areas of expertise
Networking: Routing & Switching protocols for LAN, VLAN and WAN using Cisco Devices.
Platforms: Cisco Routers (1900, ISRs,) & Switches (2900 series), Avaya Gateways (G450 and G430), Microsoft Windows 7, 10 and Windows Server Operating Systems, Office 365.
VoIP: Voice networking principles, Contact Center Routing, H.323 and abreast with SIP.
Technologies: Cisco Data Networking, Microsoft Windows Active Directory, Local and Group Policy and Server Administration.
Trainings
· Systems Administration and Network Management Using Microsoft and Cisco Technologies
Intra Metropolitan Technology, Lagos, Nigeria.
· Business Continuity Management
Procept Associates, British Columbia, Canada.
· Avaya Aura Communication Administration
Global Knowledge, Texas, United States.
· Avaya Aura Communication Manager Maintenance and Messaging
Global Knowledge, Texas, United States.
Awards
FBNQuest Capital – MD/CEO’s Award: Service with a Smile (Best Essential Services)
Personal Attributes
· Advanced technical knowledge in network, voice, computers and user – support
· Team work, multi-tasking and great time management skills
· English fluency and ability to work with minimal supervision.
· Possession of own vehicle and valid driver’s license.
References
· Sean Majury, Team Lead, High Speed Internet Technical Support, HGS Canada, Saskatoon.
Tel: +1 902 791 0099, E-mail: [email protected]
· Chidinma Iwe, Lead, Infrastructure Unit, FBNQuest Group, Ikoyi, Lagos, Nigeria.
Tel: +234 802 761 3717, E-mail:[email protected]
· Thompson Okoka, Lead, Network Integration, Cloud Exchange (West Africa), Lagos, Nigeria.
Tel: +234 803 912 3700, E-mail: [email protected]
Education
-
Lagos State University
- Feb 1998/Aug 2003 B.Sc Electronic and Computer Engineering
Experience
-
HGS Canada
-
Oct 2018 - Till Date
Technical Support Specialist
• Resolves customer’s computer network issues, reducing trouble ticket by over 40%.
• Simplifying complex technical issues using various tools, minimizing resolution time.
• Slashed customer’s billing by 30%, providing customers with need-based solutions.
• Research customer issues for trends in the ticketing system for better future interactions and increase capacity planning.
• Escalate issues when situations demand to ensure resolution within stipulated SLA.Achievements: Obtained a perfect score (100%), consistently surpassing service requirements by delighting customers, resolving their issues on time and with great interpersonal skills.
-
FBNQuest Capitalk Limited
-
April 2013/September 2018
Infrastructure Specialist
• Provided technical (network, voice and operating system) support for company-wide users.
• Responsible for onboarding of new staff with the provision of IT related
• Utilized the ticketing system for resolution of incident management and knowledge base library.
• Administration, configuration and maintenance of computers, mobile devices (Android, Apple and Windows), Microsoft Servers, Avaya IP PBX (Telephony), Cisco Routers and Switches.
• Managed hardware and software inventories, user access, licensing and capacity management.
• Maintained SLAs, contracts with vendors, suppliers and service providers.
• Developed back-up procedures and effected disaster recovery and business continuity plans.
• Monitored and maintained network availability while mitigating against network threats.
• Evaluates applications and procedures to ensure conformity with the standard procedures.Achievements:
-Increased Service Uptime – Led the change of over 400 computer systems from desktops to laptops within 2 weeks, thereby increasing mobility and saving space and cost by 50%.
-Service Management – Provided exceptional support for the C-level officers and consistently beating service levels (SLA) for 3 years in a row, culminating in an award by the company’s CEO.
-Cost savings – Managed the IT departmental budget (procurement of computer systems and peripherals) and vendors service negotiation for efficient resource utilization, saving cost by 39%.
Strengths: Disciplined problem resolver, highly collaborative, great soft skills, technically strong, great customer service skills and always willing to help others. -
Volunteer Experience: Redeemed Christian Church of God, Saskatoon
-
September 2018 - Till Date
Technical Department
• Responsible for setup and management of all IT infrastructure services related for the church.
• Subject Matter Expert (SME) for the church’s audio-visuals.
• Overhauled the computer systems being used for IT duties in the church for efficient services.Achievements:
-Audio Upgrade – Upgraded the church’s audio systems from a standalone to a centrally managed audio systems for efficient management and better performance.
-Data Repository – Implemented a resilient data backup system for the organization as storage for events and sermons which was initially non-existent.
-Software Deployments – Deployed new software to automate some of the church’s activities and events against the initial manual practice.