Bolaji Bankole
Office 365 Admin
Houston,TX
Summary
- Over 5 years’ experience helpdesk/deskside support, including: Troubleshooting, migration, deployment, and repair of PC issues, printers, with remote and call center capacities. Configuration and setup of Cisco servers, routers, switches, LAN/WAN, TCP/IP and video conferencing systems. Troubleshooting failed drivers and replacing motherboards. Handling 80-100 calls per day for Tiers 2 and 3 support. Assisting with Project Development of interoffice WAN and (Virtual Private Network (VPN) designs and setups with management.
Overview
6
6
years of professional experience
Work History
Office 365 Concierge Ambassador
Rackspace Technology
Dallas, TX
02.2021 - 01.2023
- Responded to and work requests within a Remote environment for service and incidents in the company ticketing system through completion.
- Installation, configuration and support of Microsoft Office 365 on various platforms (i.e., Staged, Hybrid, Cutover and IMAP/POP)
- Provided phone and remote troubleshooting support
- Communicated with customers perspective clearly while collaborated with internal departments.
- Managed the relationship with customers efficiently while documented cases accurately in detail and the outcome.
- Represented Microsoft and communicated with corporate customers via telephone, written correspondence, electronic service for technically complex problems.
- Troubleshot Exchange performance issues with mail blockage, spam, Outlook (OWA) access, and slow performance, providing both on site and remote diagnosis and resolution.
- Ensured accurate and timely resolution for assigned issues.
- Provided front line administrator and end user support for multiple clients.
- Administration of applications within the Office 365 cloud based application suite (i.e, Exchange Online, SharePoint Online, Skype for Business, Yammer, OneDrive for Business), including DNS requirements and user mastery scenarios.
- Collaborated with Support Engineers at different levels to find solutions.
- Reported software bugs and customer suggestions to management.
- Worked within an Azure environment: Azure AD Connect, Active Directory, and virtual machines.
- Utilizing SCCM for managing updates to production window server’s systems
- Configured mail flow, mail routing, connectors, and database activation sequences (layout)Upgraded and patched and tested Windows servers before implementing new servers to add to network.
Service Desk Analyst
Simpu
New York,, NY
01.2019 - 01.2021
- Provide first-tier, technical support & problem solving management to end users on issues of computer operations, including installations, setup, error messages and application use.
- Identify research and resolve technical problems such as PC freezes, booting issues, hardware and software installations and repair in a Windows 7/Windows 10 environments.
- Document and track requests for assistance and escalate unresolved issues to higher level support in accordance with established policies and procedures.
- Worked with MS Office 2010 - 2016 Applications, Internet Explorer and Outlook Citrix, VPN and Remote access and troubleshoot with Avaya phone software.
- Experience with HP and Dell laptop and desktop computers, along with a variety of peripheral support.
- Managed Active Directory user, group and computer accounts.
- Installation and support of PC hardware and peripherals, such as HP printers.
- Use of networking technologies and protocols such as IP addressing, DNS, DHCP, and VPN client configuration.
- Troubleshoot and resolve security applications including antivirus software.
- Setup, installation and activation of business applications with use of Android, iPhone Operating Systems.
- Used Remedy ticketing system as well as Dameware and SCCM Remote support.
- Worked with SharePoint 2010 & 2012.
- Planned and implemented upgrades to system hardware and software.
- Identified and resolved network congestion issues and bottlenecks.
- Resolved issues and escalated problems with knowledgeable support and quality service.
Help Desk Support Specialist
Enhance IT
Atlanta , GA
05.2018 - 12.2018
- Was employed as a help desk analyst Tiers 1 through 3.
- Received an average of 90-100 tickets daily Reset Windows accounts and passwords in Active Directory.
- Enabled and disabled user accounts, permissions and Group Policy through Active Directory.
- Installed and configured Internet Explorer, Mozilla Firefox, Microsoft Office Suite, Adobe Suite and Virtual PC for application test environments.
- Troubleshoot and resolved PC issues, such as with removal of viruses and adware.
- Resolved conflicting issues with Microsoft full Office Suite involving Outlook email, Excel, Word, PowerPoint, Publisher and SharePoint freezes and corruption(s) by rebuilding users' profiles.
- Completed migrations from Microsoft Office Suite to Office 365.
- Assisted with setup of 40 new PC workstations at company's other 3 location in Atlanta by installing Windows 7 from a network server and deploying Office 365, Adobe Reader, Flash Player, Shockwave Player, Adobe Air, and Java, configuring Internet Explorer and Mozilla Firefox for users' application compatibility and setup of MS Exchange servers.
- Mapped network share drives to user's PCs.
- Setup and configured Cisco multilayer switches, VPNs LAN/WANs within a 15-20 mile radius for 3 sites (i.e. desktop PCs, laptops, printers, and Avaya VoIP phones, Windows tablets and Tele-Presence for video conference endpoint.).
- Ordered parts and replaced motherboards, processors, system fans and heat sinks for HP, Dell, Lenovo and Acer Laptops Replaced ADF replacement kits, print cartridge gear and motor assembly, print rollers and fusers for network and local printers.
- Reconfigured hardware onsite and configured application software onsite and remote with use of LogMeIn, Dameware, SCCM Remote and Bomgar.
- Used ICE and Remedy Ticketing Systems.
- Accurately read, understood, and carried out written instructions.
- Configured hardware and granted system permissions to new employees.
Help Desk Support Intern
Essential Software
Houston, TX
02.2017 - 04.2018
- Managed office network for Realty Company, which consisted of seven (7) client workstations.
- Identified, diagnosed and resolved Level 1 problems for users dealing with personal computer software and hardware, local and district networks and converting hard disk drive partitions to NTFS.
- Performed upgrades from Windows XP to Windows 7 operating system.
- Installed Microsoft Office Suite on all workstations.
- Installed and replaced Network Interface Controllers.
- Diagnosed and resolved local and network printer issues, PC hardware problems, email, internet, dial-in, and local-area network access problems.
- Coordinated timely repair of PC computer equipment covered by 3rd party vendor maintenance agreements.
- Performed desktop hardware repair for PC computer equipment and peripherals not covered by 3rd party vendor maintenance agreements.
- Installed LAN cabling system and equipment (i.e., network hubs and switches).
- Provided materials for client end-users' frequently asked questions (FAQ's).
- Followed company procedures to maintain work environment in a neat and orderly condition.
Education
Bachelor of Arts - Information Technology
Lagos State University
Lagos, NG07.2016
Accomplishments
- Certifications: CompTIA Security+ and Network Certified.
- Over 5 years' experience helpdesk/deskside support,.
Timeline
Office 365 Concierge Ambassador
Rackspace Technology
02.2021 - 01.2023
Service Desk Analyst
Simpu
01.2019 - 01.2021
Help Desk Support Specialist
Enhance IT
05.2018 - 12.2018
Help Desk Support Intern
Essential Software
02.2017 - 04.2018
Bachelor of Arts - Information Technology
Lagos State University
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