Chukwuemeka Aka

• Collaborated with vendors to locate replacement components and resolve advanced problems
• SCCM, software deployment, and device management
• Strong understanding of Azure, O365, and Quick learning of Tools and development for building to satisfy business needs
• Effective understanding of tools such as Zoho lens, SCCM, and LogMeIn Console, and Director for effective Tech remote aid
• Patched software and installed new versions to eliminate security problems and protect data
• ( MDM, Manage Engine, Hexnode)
• Designed, and trained Jnr Tech on Zendesk Ticketing Tool, for T1, and T2 support
• Helped streamline repair processes and update procedures for support action consistency
• Contributor and point of escalation for Jr
• Technical Support Analysts
• Serve as a point of contact to internal and external customers through problem resolution
• Provide off-hours support as required to perform job functions and ensure service delivery
• Strong understanding and experience using Virtual and Cloud Technologies (Microsoft 365, Microsoft Endpoint Manager, Amazon Workspaces, MS Teams, Cloud -PC)
• Performs root cause analysis and provides detailed support documentation
• Documentation
• Identify gaps and assist in development and maintenance of Support Services and end user documentation
• Modify and create knowledgebase entries uploaded to SharePoint & Service Now knowledgebase
• Hardware/Software support and deployment
• Provision and configure desktops, laptops to specifications
• Perform ongoing upgrades and patches as required
• Evaluate out of date hardware and assist in preparation for asset disposal
• Security Awareness
• Understanding of security impacts of end user requests and ensure adherence to company guidelines and mandatory trainings

IT system monitoring tools such as Datadog, Splunk, Solar Winds
ITSM tools such as ServiceNow for incident, change, problem, and root cause for service management
Server, or network, and/or application configuration, maintenance and performance analysis
Experience automating routine tasks, SAP systems, JIRA systems, and FORM 3 PAYMENT rails

• Collected and reported technical metrics to identify improvement opportunities
• Regularly referenced reports or system operations, task lists, problems, and resolution updates
• Provided network operations support when monitoring issues occurred unexpectedly
• Worked with support teams to troubleshoot outages and IT issues in data centers
• Help Systems Robot products or equivalent experience
• AS/400experince
• Service Now or equivalent ticketing system
• MS Windows Server experience

• Assigning Static IP addresses to Servers, VM ware management Creating new Domain, Promoting Domain Controller, Installing Active Directory roles and features, Creating OU Infrastructure, Group Creation, User Creation, Joining Client PC to Domain, Configuration of DHCP, Setting up DHCP Scopes, Setting up DHCP Clients, Creation File Storage, Creation of Network Shares, Creation of Logon Scripts, Assigning Folder and Group Permissions, Creation of Group Policy, Creation of Folder Redirection, Creating Home Folders, Active Directory Fail Over configuration, FSMO Roles configuration, Windows Backup
• Troubleshoot and resolve desktop, laptop, mobile device operational, and connectivity problems
• Provide initial LAN/WAN, computer hardware, Windows, Microsoft Office, and remote communication support
• Handle setup, configuration, and support of desktops, laptops, smartphones & tablet technologies
• Ensure timely installation/support of hardware covering standard desktop and laptop hardware models
• Provide end-user support for multiple Compass Group field applications and IT business tools
• Troubleshoot and resolve application technical issues and provide minimal application training
• Work with developers, IT department, and business team members to identify process and/or application improvements
• Participate in system and unit testing to ensure functionality, accuracy, and quality of application
• Assist in producing high-quality procedural, operations, and application documentation
• Coordinate physical setup and configuration of PCs, printers, and other peripherals
• Track and report on incidents and provide timely response to support requests, following through to ensure user satisfaction
• Ensure compliance with support procedures related to timing, reporting, and follow-through
• Work with 2nd level Systems & Technology Group support teams to ensure that incidents are escalated properly and completed
• Assist with associate relocations to new offices/cubicles
• Assist with small-scale department projects involving rollouts, deployments, and upgrades
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.

• Installing and configuring of ALPR technology system
• Experience operation automated equipment
• Ability to troubleshoot Networking Issues LAN, IP addresses/VPN
• Installing and configuration of ALPR technology system
• Great customer relationship
• Correspond with multiple shipping companies and demonstrate a comprehensive understanding of shipping systems, requirements, rules, and obligations to support yard organization and minimize delays
• Group policy management/Active Directory management
• System imaging
• Troubleshoots malfunctioning units on setup using problem-solving techniques and departmental procedures
• Fix issues with computers and Printers (Laser Jet's) on the floor and replace parts as needed
• Setup and Support Onsite and Remote employees, hardware, and software
• Install New computers and dock stations
• Comfortable with routing fundamentals and wired networking concepts
• Developed and updated tracking spreadsheets using excel

• Provide technical assistance to computer system users
• Responsible for answering questions or resolving computer problems for clients in person, via telephone, or from a remote location
• Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of lower complexity
• May install software or perform hardware testing remotely
• Enter commands and observe system functioning to verify correct operations and detect errors
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems, and key processes.

• Image Laptop Devices using AB standard process for Image and configuration using PXE SERVER/ Bootable drive from RUFUS
• Windows 10 Imaging
• Update CMDB using ServiceNow for associate's device assignments
• Be able to manage tickets In ServiceNow (Skills to use ticket management application)
• Troubleshooting skills for Imaging deployment and configuration
• Be able to ascertain post Image deployment and configuration
• Basic Avaya configuration skills (VOIP)
• Customers service knowledge and skills to be able to assist associates with minimal computer experience
• Configuring Outlook, and user profiles
• Group policy configuration and Active Directory management
• Troubleshooting VDI/Citrix workspace receiver issues
• Troubleshooting LAN/Cisco AnyConnect VPN issues using Duo
• Understand TCP/IP internals and have experience analyzing packet captures
• Possess superior technical aptitude and effective written and verbal communications skills
• Comfortable with routing fundamentals and wired networking concepts
• Performed complex mechanical alignments and calibration of equipment to quality standards.

• Provided troubleshooting and maintenance support
• Monitor and develop IT equipment
• Prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Troubleshoot common computer problems
• Navigate multiple computer systems, applications, and utilize search tools to find information.

• Exceeded goals through effective task prioritization and great work ethic
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
• Used Microsoft Word and other software tools to create documents and other communications
• Used critical thinking to break down problems, evaluate solutions and make decisions.