Abayomi Ogunkayode

Experience

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  LM Ericsson

  Mar 2006 - May 2006

  IT Trainee
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  NEXUS ASPIRE LIMITED

  Jan 2010 - May 2011

  Computer/Network Engineer

  Technical Responsibilities:• Implementation and Monitoring of local area network structure and wireless network.• Computer Hardware Installations and Maintenance.Αdministrative Responsibilities:• Preparation of Project Proposals to Clients• Project management• Issuing Invoice and payment receipts to ClientsProjects Involved In:• Provision and Maintenance of a wireless internet link for Amuwo Odofin L.G.A and Amuwo Odofin Area office , Mile II• 2nd Annual Amuwo Odofin Economic Summit (Consolidating for Economic Development)• Network Integration and Monitoring Application (Punch Newspaper Nigeria)• Technical Support for Amuwo Odofin Budget Retreat, 2010 Show less

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  ISON Technologies - Leading IT Company in Africa and Middle East

  May 2011 - Mar 2016

  • Managing the Enterprise Internet Protocol Private Branch Exchange (IP PBX) network and the entire Telephony and Voice Infrastructure.• Configuration, deployment and management of Cisco IP Phones using Cisco Unified CM Administration 7.1.5.• Voice call administration, configuration and management on Cisco Convergence Servers 7845 H2.• Administration on PGW 2200 (Sunfire X4600 M2) servers, Media Gateway (AS5350-XM) and ITP-L (Cisco 2800 series).• Skill and knowledge transfer to other PBX and network support engineers nationwide.• Liaising with other project and support teams for input in new deployments in the group.• Real Time monitoring of Servers using Cisco Real Time Monitoring Tool 8.1 for Node alarms, trace collection and analysis. Show less • Providing overall system, network, application software, internet and hardware support to associates and call center agents.• Configuring email accounts on exchange and resetting users account password.• Investigating and providing solution to new problems encountered by consulting technical manuals and research texts.• Providing HP System and Cisco Ip Phone support for associates and call center agents.• Providing work around during downtime and training to users concerning their identified difficulties.• Maintaining system and mail backups for associates.• Providing front end and back-end support for Application software’s including BMC Remedy, Minsat 5.6, TABS, Nice, Verint, QM tool.• Simulating, investigating and resolving technical problems faced by call canter agents.• Generating end of week incidents, resolution logs, downtime periods and performance reports.• Liaising with second line support on application downtime and application redesign. Show less

  • Technical Support Analyst (EPBX/Voice Networks)

    Apr 2014 - Mar 2016

  • Technical Support Engineer (Call Center)

    May 2011 - Apr 2014
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  Dimension Data MEA --> Standard Chartered Bank

  Mar 2016 - May 2016

  Avaya L2 Engineer

  • Manage the Enterprise Avaya Aura Unified Communications network and the entire Telephony and Voice Infrastructure• Avaya Aura Communication Manager 6.3– Avaya site administration for administering users • Avaya Contact Recorder 12.0 – administration of new recording profiles, transfer of profiles, User administration, password resets• Phonex billing server – Spooling phone bill reports, setting call limit, automating monthly bill report• Monitoring and troubleshooting Service provider E1 trunks (Airtel, 21st Century, Glo) for availability• Avaya Provisioning Client – creation of moderator and participant audio bridge code details for conference meeting• Administration of Application Enablement Services (AES) for Avaya line recording and other third party applications• Avaya One-X server Attendant administration for front-desk staffs• Avaya Aura messaging – Voicemail administration• Skill and knowledge transfer to other Avaya support engineersProjects Involved In:• Avaya Contact Recorder Patch upgrade from 12.0-Sp0-075 to 12.0-Sp0-188• Avaya Contact Recorder 12.0 recording license installation• IP trunk configuration for contact center from Lagos – Bangalore/Chennai to act as fail over Show less

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  IQ SYSTEMS SOLUTIONS LIMITED

  Jun 2017 - Oct 2017

  Systems Engineer (Team Lead)

  • Managing and monitoring all installed systems and infrastructure on Windows server based environments (VMware, Hyper V on HP ProLiant DL380p servers).• Installing, configuring, testing and maintaining operating systems, application software and system management tools using VMware, Hyper-V.• Coordinating team to resolve all issues within required timeframe and recommending appropriate changes to all policies and procedures and evaluating all implementations.• Collecting and documenting users’ requirements for system design and development.• Planning, analysing, designing and coordinating the development, testing, deployment of bespoke solutions.• Monitoring and testing application performance for potential bottlenecks, identifying possible solutions, reliability of designs and working with developers to implement fixes on applications and software’s (Know Yor Staff, School Angel).• Pushing software updates for developing team on Mercurial repository for group testing.• Application deployment, testing and training for clients on site.• Writing and maintaining custom SQL scripts to increase system efficiency and lowering human intervention time on any tasks including automated backups on MS SQL server.• Participating in the software development lifecycle of information and operational systems.• Developing and documenting maintenance procedures for application software’s and operating systems. Show less

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  Tek Experts

  Oct 2018 - Jun 2021

  • Monitoring specific KPI's to ensure proper delivery of the business (Power BI, Delex) and ensuring all daily SLAs and monthly targets are met.• Documenting and maintaining a problems and solutions repository for use by technical support team members.• Simulating, investigating and resolving technical problems faced by customers.• Serving as primary escalation point for technical and client management issues across business.• Investigating and providing solution to new problems encountered by consulting technical manuals and research texts.• Monitoring incoming volume and ensuring coverage to effectively support customers (Service Desk, DFM, CRMGlobal).• Participating in reviewing processes, workflows to identify areas for improvement and redesign of application software’s.• Developing appropriate performance improvement plans, trainings and coaching sessions for team members based on their needs. Show less • Acting as the primary technical contact, providing business systems support, delivering advanced technical troubleshooting and communicating electronically and in person solutions to customers including issues escalated to the highest level of management.• Reproducing, investigating and resolving technical problems experienced by customers.• Providing best practices, guidelines and trainings to customers in response to identified difficulties.• Collaborating with subject matter experts and escalation managers in redesign of applications.• Consulting technical manuals and knowledge repository to research and implement solutions. Show less

  • Technical Support Manager (Dynamics CRM)

    Mar 2020 - Jun 2021

  • Technical Support L2 – Contact Center(Dynamics CRM)

    Oct 2018 - Mar 2020
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  Westcon-Comstor

  Dec 2023 - now

  Dynamics 365 System Administrator