ADRIEN PIERRE NGBWA
Hutto,TX
Summary
INCIDENT MANAGEMENT | IT SUPPORT | IT SYSTEM ADMINISTRATION | INFORMATION SECURITY / CYBERSECURITY ANALYSIS IT Incident Management Engineer with more than 17 years of experience leading incident management and technical support teams focused on driving the optimal availability, functionality, and security of large-scale, business-critical enterprise technologies. PROFESSIONAL ACHIEVEMENTS Leveraged strong technical and operational skills in IT systems, networks, and services to drive responsive IT incident management activities. Managed all aspects of IT incident management processes, driving the rapid analysis and resolution of reported technical administration and support issues. Drove significant improvements in enterprise IT system performance, availability, and security, including assisting IT teams to plan and perform patch management and vulnerability assessments.
Overview
17
17
years of professional experience
3
3
Language
Work History
Level II Escalation Engineer
TTEC DIGITAL
Englewood, CO
10.2016 - 10.2023
- Coordinated multiple teams and stakeholders throughout the intake, handling, and completion of escalated IT support incidents related to Cisco Unified Contact Center Enterprise (UCCE) systems
- Oversaw the analysis and resolution of all reported incidents, strategically guiding incident management activities, including identifying root causes, initiating incident management processes, monitoring case statuses, and documenting incident management outcomes
- Established and updated incident management procedures according to rapidly changing technical and operational requirements
- Led Change Administration Board (CAB) meetings focused on coordinating change management activities that minimized impacts to business continuity throughout all incident management efforts
- Prioritized incident management backlogs to strategically position resources and teams in alignment with current and evolving objectives of IT and business operations
- Assisted in the setup and administration of enterprise IT systems and networks, including contact servers, applications, LAN/WAN architectures.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Tested new software and hardware prior to deployment.
IT Level I Technical Support Engineer
TTEC DIGITAL
Englewood, CO
10.2011 - 10.2016
- Managed technical support of enterprise systems, including LAN/WAN networks, contact center applications, and call routing
- Coordinated all aspects of IT maintenance planning, implementation, and completion, ensuring that IT system maintenance efforts produced significant performance improvements with minimal impacts to business continuity
- Analyzed system functionality and performance to identify and remediate reported issues
- Oversaw the handling of escalated technical support cases, working as the primary point-of-contact for customers, escalation engineers, and vendors throughout the resolution of advanced incident management events
- Performed customer-facing technical support, providing responsive, professional services to ensure excellent customer experiences throughout all IT service and support activities
- Logged incidents and service requests using Oracle Siebel, Service NOW, and Remedy.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Technical Support Supervisor
HARTE-HANKS
Austin, TX
11.2006 - 10.2011
- Supervised international technical support teams in charge of administering servers, web architectures, and enterprise software for FedEx
- Aligned teams to established standards governing technical support processes, including maintaining reporting of metrics, research analytics, and other documentation required to ensure optimal oversight of IT systems
- Supported system administration efforts, including configuring, deploying, and troubleshooting systems, as well as analyzing, resolving, and documenting issues with hardware and software conflicts.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
Education
Associate of Applied Science - Computer Network Systems
ITT TECHNICAL INSTITUTE
Skills
SKILLS & EXPERTISEundefined
Timeline
Level II Escalation Engineer
TTEC DIGITAL
10.2016 - 10.2023
IT Level I Technical Support Engineer
TTEC DIGITAL
10.2011 - 10.2016
Technical Support Supervisor
HARTE-HANKS
11.2006 - 10.2011
Associate of Applied Science - Computer Network Systems
ITT TECHNICAL INSTITUTE
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