Davidson Edo

Experience

• 

  ChildVille School

  Jan 2013 - Jul 2019

  Technician

  • Responded quickly to staff needs and resolve problems.• Entered commands and observed system functioning to verify correct operations and detect errors.• Installed and performed minor repairs to hardware, software, and peripheral equipment, following design and installation specifications.• Oversaw daily performance of computer systems.• Conferred with staff, users, and management to establish requirements for new systems or modifications.• Set up equipment for employee use, performed and ensured proper installation of cables, operating systems, and appropriate software.• Conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support.• Prepared evaluations of software and hardware and recommended improvements and upgrades.• Maintained records of daily data communication transactions, problems and remedial actions taken, and installation activities.• Referred major hardware and software problems and defective products to vendors and technicians for service.• Modified and customized commercial programs for internal needs.• Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.• Performed routine and scheduled maintenance services.• Hired, supervised, and directed workers engaged in special project work, problem-solving, monitoring, and installation of data communication equipment and software. Show less

• 

  Tek Experts

  Jul 2019 - Oct 2021

  Technical Support Engineer

  Providing Technical assistance and support for incoming queries and issues related to Microsoft Office 365 administration suite• Configuration and provisioning of mailboxes on Microsoft exchange online for organizations from the admin portal• Responding to queries over the phone and the internet, being the first answering line to all customer questions• Walking customers through troubleshooting and problem-solving scenarios• Advanced troubleshooting of Microsoft Teams, OneDrive, Exchange, • Resolving technical issues with Outlook synchronization and configuration of mailboxes, contacts, and calendars, also troubleshooting technical issues on Outlook• Collaborating with colleagues from other teams as needed to resolve customer problems• Organizing reviews with subject matter experts and escalation managers when additional support is needed• Running diagnostic programs such as Microsoft support and recovery assistance, windows network troubleshooter, fix it a tool, and license removal tool when major technical issues are encountered• Running various commands as an administrator to determine the status of the proxy, DNS also removes existing licenses acting as barriers to the solution• Provided Technical assistance and support for incoming queries and issues related to Microsoft Office 365 administration suite, windows, and windows server. • Advanced troubleshooting of Microsoft Teams, Skype for Business OneDrive, Exchange, Microsoft Outlook, Windows 7,8 &10.• Serve as a single point of contact for customers, gathering information needed to resolve cases, setting expectations, and delivering guidance on resolutions while resolving critical system issues.• Assign appropriate severity level, category, priority, and team to each incident. Show less

• 

  OpenText

  Jul 2021 - now

  • Provide support for the following Micro Focus Enterprise applications SiteScope, Application Performance Management (APM), Business Process Monitor(BPM), and Real User Management(RUM).• Assisting customers in creating and making API calls from third-party applications to APM to get information such as SLA, SLM, KPI, Service health, and application metrics• Configuration and monitoring of alerts, data collectors, metrics, and customization of the dashboard to meet customers’ needs. • Configuration of Real User Monitor (RUM) engine and probes to sniff network traffic on the environment and configuring probes to use TLS encryption to avoid sniffing of sensitive information such as passwords. • Integration of APM with other data collectors, to monitor the health of data collectors such as Real user monitor, Business process monitor and SiteScope • Configuration and troubleshooting of SiteScope to monitor the performance of the organizations' infrastructure such as memory, servers, CPU, AD, Docker, Database, Prometheus, Kubernetes• Tracing of IP packets using Wireshark for windows and TCP dump for Linux when having issues with Real User Monitor (RUM).• Apply deep and broad technical background and knowledge of Micro Focus server and network monitoring tool to resolve technical incidents and queries, application extensions, and integration issues.Provide support for the following Micro Focus Enterprise applications SiteScope, Application Performance Management(APM), Business Process Monitor(BPM), and Real User Management(RUM).Apply deep and broad technical background and knowledge of Micro Focus server and network monitoring tool to resolve technical incidents and queries, application extensions, and integration issues. Show less

  • Quality Analyst

    Apr 2023 - now

  • Technical Support Engineer L2

    Jul 2021 - now