Temitope Opawoye

Lagos - Lagos State

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About me:

An enthusiastic and knowledgeable IT Engineer who is able to provide front line/back-end support as part of any IT related services and telecommunication solutions.


B.Eng University of Ilorin
CCNA Cisco
Certificate in IT British Computer Society


SERVICE DESK ENGINEER LEAD RGS Worldwide for Huawei Technologies • Managed the performance of Level 1 and Level 2 services & provided support to clients (internal and external) and ensured that service levels are achieved.
• Managed and coordinate urgent (VIP) and complicated support issues.
• Acted as escalation point for all requests and incidents.
• Developed phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Managed front office processes and providing support for back office when needed.
• Coordinated and ensured all team members performed up to and beyond expectations.
• Built services relationship with customers and conducted service reviews for key customers.
• Ensuring SLA was duly met.
• Reviewed performance reports, service improvements, service quality and processes.
• Provided data and reports of daily and weekly KPIs.
• Monitored and managed phone queue (participating in escalated calls as needed).
FRONT OFFICE ENGINEER RGS Worldwide For Huawei Technologies • Monitoring core nodes, Provider and Provide Edge routers.
• Monitoring Nokia RAN, Huawei RAN, IP CORE, EPC CORE domains.
• Daily check of performance counters.
• Analysis of traces on the IP interfaces towards the involved network elements.
• Troubleshooting subscriber complaints, trace, analysis and resolution.
• Routing protocol troubleshooting and configuration.
• Implementation of traffic filters using standard and extended access-list, prefix-list, site-to-site IPSec secured VPN.
IT SERVICE-DESK SUPPORT Global Manpower For Huawei Technologies • Conducting Standard IT Security Audits on all System Applications.
• Vulnerability scanning on systems.
• Citrix AD Users Security Audit.
• Implementing standard ISO 27001 policies.
• Installing, Configuring and management of Zabbix Server.
• DHCP Server Implementation using MAC Address filtering.
• Ensured availability of the network infrastructure and implementation of network infrastructure changes.
• Served as the central escalation point for all IT related issues
• Managed all user accounts and accesses, on-boarding and exit, using Microsoft Active Directory.
TECHNICAL SUPPORT ENGINEER Smile Communications Limited • Network/Equipment fault diagnosis, reporting, tracking, and keeping customers updated during the process.
• Prioritized and managed many open queries from the customer care and other departments using Atlassian JIRA.
• Performed technical surveys at new installation sites/field and support any deployments that have advanced requirements including; Private APNs, Public Static IPs, LANIP alignment with Smile IPs, Outdoor Installations.
• Troubleshooting User equipment and UICC/SIM card failures where possible, otherwise escalation to vendors for resolution or replacement.
• Participated in test and validation of field performance of new User, equipment models or batches, new firmware releases, new technologies prior to commercial launch in the field.
• Provided pre-sales technical support necessary to close new sales.
• Assisted in training of staffs and compiling procedural documentation.

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