Kola Akinyede

About Kola Akinyede

Skilled, resourceful and self-motivated professional with over 5+ years in Information…

Experience

1. Noc Tier 2

   Highlight

   Nov 2023 — Present · Washington, DC, US

   Supporting Small Business Administration (SBA)Receive and resolve Level 2 requests via phone, e-mail, and Service Now ticket system; escalate alerts to appropriate personnel, reboot servers, and utilize multiple data sources and tools in the diagnosis and assessment of system degradation, which include Citrix, Active Directory, Remedy, WhatsUp Gold (WUG): MS Office, Microsoft TEAMS, MS Exchange Management Console, Internet Explorer.Escalate and communicate customer issues and network-related alerts to Level 3 NOC staff, management, and administration as defined by policies and escalation procedures.Interface between customers/engineers, vendors/providers leveraging Remedy while managing network operations using various network management tools.Monitor network appliances/infrastructure, servers, operating systems, software applications, and hardware.Monitor system availability and performance tools. Work as a team member to meet or exceed service level targets.Demonstrate exceptional oral and written communications, including customer service skills with attention to detail; ability to multi-task efficiently; ability to work independently and/or as part of a team with the capability to be proactive and resourceful in managing multiple priorities in a dynamic and fluid environment.Knowledge of Windows and software products for troubleshooting efforts.Manage and support end-user devices, such as desktop systems and other peripheral equipment.Perform physical inventory validation as requested.

Education

• University of Lagos

  Bachelor of Science - BS