MOSES ANIAMAKA
South Holland,USA
Summary
Adept at ITIL framework and exceptional in fostering customer service ethics, I spearheaded incident management teams at IHS Towers PLC, enhancing network uptime above 90%. My expertise spans system administration to security awareness, underpinned by strong leadership and collaborative skills, ensuring seamless IT operations and project success.
Skilled in navigating complex technical environments with a solid background as a Computer User Support Specialist. Possess strong troubleshooting capabilities and adept at providing solutions to enhance system functionality and user satisfaction.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Information Services Help Desk Analyst II
Sinai Health System / Sinai Chicago
01.2022 - Current
- Install computer peripheral hardware and software
- Set up accounts for hospital staff in Active Directory
- Proficient with Meditech EHR system for setting up end user accounts
- Escalate issues to Tier III if unable to be resolved within the specified time frame
- Assure phone calls and requests are handled in a timely manner
- Use SYSAID ticketing system for assigning and closing of tickets
- Remote Desktop efficient for logging into end user computers
- Add printers to PCs both on-site and remotely
- Use of Director, Cisco Jabber, CmRc Viewer, VIP Manager, AD manager plus software
- Set up users for MFA, remote access to the Sinai portal
- Help care givers resolve their IT related issues
- Support remote users using Microsoft multifactor authenticator
- Identity and Access Management functions - account provisioning and deprovisioning
- Documents repeated processes in the knowledge base
Help Desk Analyst
Voyant Beauty, LLC
08.2018 - 12.2021
- Installed computer peripheral hardware and software
- Planned and scheduled maintenance upgrades
- Maintained records of software licenses
- Set up accounts for staff
- Assured phone calls and requests were handled in a timely manner
- Assigned appropriate tickets for hardware requests
- Monitored network to ensure optimization and downtime was avoided
- Escalated to Tier II if unable to resolve issues within the specified time frame
- Maintained backups periodically
- Recommended modification to existing procedures when required
- Managed stock of equipment, consumables, and other supplies
Incident Report Team Lead
IHS Towers PLC
, Nigeria
10.2011 - 09.2016
- Company Overview: (Lagos State, Nigeria)
- Monitored MTN Sites using ACC application monitoring tool
- Sent hourly and weekly reports using Microsoft Excel
- Responsible for managing a team of seven NOC Engineers per shift
- Used V-lookup and Pivot Table for Analysis
- Logged and updated issues on the Citrix ticketing system
- Responded to network faults and liaised with Base Transceiver Station engineers to ensure such faults are resolved within the specified parameter threshold
- Captured power alarms on the Network Management Software and escalated them to ensure sites are attended to promptly to avoid critical transmission issues
- Liaised with MTN Network management center for prompt closure of open tickets
- Ensured that power and other related alarms are correctly diagnosed
- Monitored Base Transceiver Stations, HUBS, BACKBONES and OADMS to ensure effective network signals
- Tools: Ericsson OSS, Alarm Viewer, ACC, ZTE Netnumenn Huawei I-Manager 2000, Citrix Remedy for opening, closing and updating trouble tickets
- (Lagos State, Nigeria)
Incident Report Specialist (NOC)
ALLSTREAM Energy Solutions, LTD
12.2010 - 09.2011
- Monitored and allocated network nodes promptly, escalating network faults
- Responded to network faults and liaised with Base Transceiver engineers to ensure they are resolved within the specified parameter threshold
- Coordinated with Network management center for correct and prompt forwarding of trouble tickets for speedy response
- Tools: OSS, Alarm Viewer, Huawei I-Manager 2000, Citrix Remedy for opening, closing and updating trouble tickets
- Monitoring allocated MTN Sites (network nodes) and reacting promptly to related faults
- Faults Escalated to FSE are Coordinated remotely till closure
- Managing the fault log and pulling charts for weekly reports
- Analyze critical alarms, escalated to FSEs and obtained feedback on problems solutions
- Reducing downtime to barest minimum and keeping up time (or mean time) above 90%
- Ensuring that power related faults are correctly diagnosed and escalated
- Provide 24
- 7
- 365 surveillance troubleshooting, controlling and resolving of all network related faults
- Real Time Performance monitoring of all network elements effectively and provide daily reports for the next action to be carried out to improve network quality
Education
Masters - Information Technology
University Of Lagos
Lagos, State, Nigeria01.2015
B.Sc. - Electronics and Computer Engineering
Lagos State University
Lagos, State, Nigeria01.2008
Skills
- Strong customer service ethics
- Ability to work well with people
- PC hardware and software support
- Windows and Mac operating systems support
- Installing and configuring computer hardware, software, network printers, and scanners
- LAN/WAN networking
- Project management skills
- Microsoft Office Suite proficiency
- Great leadership and communication skills
- Ability to work with a team, and achieve results
- Desktop operating systems
- Software installation
- System administration
- BYOD policy compliance
- Security awareness
- Technical issues analysis
- Incident management
- ITIL framework
References
Available on request
Technicalproficienciesandskills
- Strong customer service ethics
- Ability to work well with people.
- PC hardware and software support
- Windows and Mac operating systems support
- Installing and configuring computer hardware, software, network printers and scanners
- Good quality management skills
- LAN/WAN networking
- Project Management skills
- Microsoft Office Suite proficiency
- Great leadership and communication skills
- Ability to work with a team and achieve results.
Certification
- Certified information systems Auditor (CISA) March 2024
- API Security for PCI Compliance January 2024
- Qualys Certified Specialist - Cybersecurity Asset Management (CSAM ) Nov 2023
- Qualys - Vulnerability Management Sept 2023
- ISC2 – Certified in Cybersecurity (CC) May 2023
- Six Sigma Certified Yellow Belt (CYB) May 2021
- IT Infrastructure Library in IT service management (ITIL) June 2016
Languages
English
Professional
Spanish
Elementary
References
References available upon request.
Timeline
Information Services Help Desk Analyst II
Sinai Health System / Sinai Chicago
01.2022 - Current
Help Desk Analyst
Voyant Beauty, LLC
08.2018 - 12.2021
Incident Report Team Lead
IHS Towers PLC
10.2011 - 09.2016
Incident Report Specialist (NOC)
ALLSTREAM Energy Solutions, LTD
12.2010 - 09.2011
Masters - Information Technology
University Of Lagos
B.Sc. - Electronics and Computer Engineering
Lagos State University
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