Jeleel Olufowobi

U.S. Navy - Information Systems Technician

Great Lakes, Illinois (Discharged Medically in September 2024)

- Network Administration: Managed and maintained Navy communication networks, ensuring reliable and secure data transmission for critical operations.

- Technical Support: Provided desktop support and troubleshooting for hardware and software issues, delivering high-quality customer service to personnel.

- System Installation and Configuration: Oversaw the installation, configuration, and maintenance of various information systems, enhancing operational efficiency and security.

- Cybersecurity Protocols: Implemented cybersecurity measures to protect sensitive information, conducting regular assessments to identify and resolve vulnerabilities.

• Managed Active Directory user accounts, groups, and computer objects.
• Configured Group Policy Objects to enforce organizational policies in the domain environment.
• Performed daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes.
• Installed security patches for Windows Server operating systems and applications as needed.

• Provided effective technical support for a variety of hardware and software issues via email, live chat, telephone, and call center channels.
• Collaborated with service providers to diagnose and resolve hardware issues, facilitating end-user repairs and ensuring optimal machine performance.
• Cultivated solid working relationships with clients through prompt and knowledgeable support, leveraging expertise in both helpdesk and call center environments.
• Generated detailed service reports, documented completed work, identified issues, and recommended solutions to improve client satisfaction.
• Implemented strategic troubleshooting tactics to address root causes of poor machine performance and enhance overall reliability.
• Ensured efficient documentation management, enabling accurate recording and tracking of service requests and resolutions.
• Oversaw yearly and preventive maintenance for cash recyclers and smart safes, ensuring optimal working conditions and client satisfaction.
• Assisted in troubleshooting network connectivity issues related to DNS, DHCP and TCP and IP configuration.
• Provided technical assistance to end users on Active Directory related queries or incidents.
• Monitored replication status between domain controllers using Replication Monitor tool.
• Maintained backup schedules for Active Directory databases by using NTBACKUP utility.
• Configured account lockout policies to ensure secure access control over user accounts.

• Customer Support: Assisted customers with diverse technical issues via email, live chat, and telephone.
• Workstation Setup and Upgrades: Set up workstations for new hires and performed upgrades to existing equipment and software.
• Basic Support and Troubleshooting: Provided basic support, including password resets, printer configurations, and break/fix instructions.
• Service Desk Ticket Management: Routed, tracked, and managed clients' service desk tickets from inception to close.
  Documented issues and results for comprehensive record-keeping.
• IT Ticket Prioritization and Resolution: Prioritized and addressed IT ticket requests, delivering technical support, troubleshooting, and issue resolution to maintain system performance.
• Individual Issue Resolution: Independently resolved service requests through troubleshooting, addressing user issues effectively.
• Daily Systems Maintenance: Conducted daily maintenance of computer systems to ensure fluid network processes.
• Communication and Progress Updates: Kept customers informed about issue resolution progress and provided ongoing updates on estimated resolution times.
• Hardware and Software Support: Installed and supported hardware and software for desktops, servers, and printers.
• Antivirus and Email Management: Uploaded, configured, and managed antivirus detection software and email applications.
• Proactive Support and Maintenance: Delivered a high level of support and maintenance to hardware, software, and applications, aiming to maximize performance and reduce bottlenecks.
• Created user accounts on active directory server based on customer requirements while maintaining user data privacy policies.
• Managed authentication services such as LDAP, Active Directory, Kerberos for user access control.

• Provided courteous and efficient customer service to callers regarding tollway services, policies, and account inquiries.
• Addressed inbound calls, resolved issues, and provided assistance with toll violations, account management, and payment processing.
• Handled outbound calls for customer follow-ups, account verifications, and other service-related communications.
• Utilized NTTA's systems and databases to accurately document customer interactions, update account information, and track inquiries and resolutions.
• Collaborated with team members and supervisors to ensure consistent service delivery and adherence to NTTA's customer service standards.
• Demonstrated proficiency in navigating NTTA's internal resources and knowledge base to provide accurate and up-to-date information to callers.
• Maintained a high level of professionalism, patience, and empathy in all customer interactions, resolving issues promptly and effectively.