Nelson Erharuyi

Experience

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  IpNX Nigeria Limited

  Nov 2017 - Jun 2019

  Network Support Engineer
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  Zastmedia Technologies and Entertainment

  Oct 2019 - May 2020

  Technical Support Engineer

  • Provided 1st and second level support to clients, Outside plant engineers and Manage Service Providers to mitigate major network downtime.• Managed the organization computer networks, hardware and software Installation, configuration, troubleshooting and access rights issues to ensure 99% availability of service.• Evaluated network performance to optimise traffic flow, maintain security and improve processes using Splynx Platform to ensure 98% uptime.• Installed, configured and troubleshoot Routers, Switches, Access points, wireless controllers among others as the company's network solutions to onboarding clients.• Documented and tracked over 85% customer's qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems. Show less

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  Tek Experts

  Jun 2020 - Jul 2021

  L2 Technical Support Engineer

  • Provided 2nd level support for enterprise customers through Phone, Email, and Chat modalities to meet service level agreement.•Troubleshoot and solved more than 80% issues related to Exchange Online, Identity, Azure AD, and setups, and collaborating across teams, including Subject Matter Experts, Engineering and Product team.• Monitored the progress of 80-100% open requests daily, prompted actions on the support requests that appeared stalled and proceed to archive resolved tickets.• Documented all technical works and research in a detailed and comprehensive manner in a bid to keep the knowledge base 100% updated. Show less

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  Guaranty Trust

  Jul 2021 - Nov 2022

  Information Technology Infrastructure Engineer

  • Provide 1st and 2nd level support to over 10,000 internal users in the form of timely fault diagnosis to meet Service Level Agreement.• Management and resolution of production issues, debugging and ensuring 99% availability, stability and security of internal applications and services.• Boost business performance by 70% through the setting up of virtual machine self-service provisioning leveraging VMware Esxi 7.0 and ensuring critical Data replication to DR site using solutions like VMware Site Recovery Manager.• Deep technical and product expertise and combining it with the understanding of customers’ needs to solve over 80% of their complex business challenges in Exchange Online, Identity, Security and Compliance, Azure Active Directory, Exchange, Outlook.• Coordinate with a diverse team and serve as an escalation point for 9 subsidiaries towards configuration and support of SMTP, Office365 and other IT-infrastructure related issues. Show less

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  Interswitch Group

  Nov 2022 - Oct 2023

  System Administrator

  • Provide 1st and 2nd level support to over internal users in the form of timely fault diagnosis to meet Service Level Agreement.• Deep technical and product expertise and combining it with the understanding of customers’ needs to solve over 80% of their complex business challenges inExchange Online, Identity, Security and Compliance, Azure Active Directory, Exchange, Outlook.• Coordinate with a diverse team and serve as an escalation point for other subsidiaries towards configuration and support of SMTP, Office365 and other IT infrastructure related issues.• Documented all technical works and research in a detailed and comprehensive manner in a bid to keep the knowledge base 100% updated. Show less

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  Archway Computer

  Oct 2023 - now

  Senior Technical Support Specialist

  • Provide 1st and 2nd level support to internal users in the form of timely fault diagnosis to meet Service Level Agreement.•Researching and Identifying solutions to technical problems escalated to me whilst communicating with stakeholders to share critical technicalinformation and deliver project updates.•Deep technical and product expertise and combining it with the understanding of customers’ needs to solve over 80% of their complex businesschallenges in Exchange Online, Identity, Security and Compliance, Azure Active Directory, Exchange, and Outlook.• Assist customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems. Show less