Attama Cyprian
Edinburgh
Summary
Experienced IT professional with over 5 years of expertise in diverse Information Technology domains, including Network Infrastructure, Telecom operations support, and Network security. Known for effectively resolving complex problems and consistently enhancing customer satisfaction. Currently pursuing a Master's degree in Cybersecurity to further expand knowledge and skills in safeguarding digital environments.
Overview
5
5
years of professional experience
1
1
year of post-secondary education
3
3
Certifications
Work History
Operations Support Engineer
Global Manpower Limited, MACTAY GROUP
07.2020 - 08.2022
- Functioned at customer NOC as Single Point of Contact (SPOC) for 24/7 OSS administration and technical support tasks which kept systems running at 100%
- Performed daily health checks and maintenance of OSS infrastructure, implemented technical support notes, patch updates on Nokia NetAct thereby leading to zero downtime for business
- Manage end to end escalation matrix, end-to-end ticket/case handling, coordinated local technical supports efforts to diagnose and resolve faults/emergencies within Nokia procedures and SLA timelines
- Manage customer NetAct platform; Linux servers, Vmware environment, Cisco Routers/Switches as well as all NetAct FM, PM and CM applications
- Integrated 2G, 3G, LTE, SRAN network elements to NetAct Platform for adequate supervision from NOC o Monitor and manage lifecycles of OSS applications including ZTE u31 NetNumen, UME, Ericsson
- Communicated technical concepts to customers clearly by phone, email and online chat.
- Supported out-of-hours service by working unsociable hours on-call.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Responded to incidents on-site, providing precise time estimations and managing customer expectations.
- Maximized First Time Fix Rate (FTFR) by conducting thorough analysis of root causes.
- Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
- Leveraged available resources, knowledge and equipment to resolve customer requests.
- Created user accounts and assigned permissions.
Technical Support Team Leader
Tek Experts
09.2019 - 06.2020
- Technical Lead (Microsoft Office 365), to a group of engineers in office 365 technology for optimal performance and quality delivery of service to customers globally.
- Achieved Service Level Agreement (SLA) targets by championing consistency and high quality of work.
- Used Microsoft internal software tools to track support tickets and document actions.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Researched and identified solutions to technical problems.
Cloud Support Engineer
Tek Experts
03.2019 - 08.2019
- Technical support to Microsoft office 365 enterprise clients all over the globe in Exchange online,
- Teams, OneDrive, Office technologies, Office 365 administration and Advanced Threat Protection
- Specialist in office 365 administration and security
- Handling of complex office 365 Licenses and billings.
- Achieved high levels of customer satisfaction by proactively ensuring prompt resolution of support cases.
- Acted as first point of contact for clients experiencing complex software issues, escalating calls as necessary to ensure speedy resolution.
- Provided remote support for product functionality, maintenance and troubleshooting.
- Maximized First Time Fix Rate (FTFR) by conducting thorough analysis of root causes.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
System Engineer
Coniah System Support Limited
06.2018 - 02.2019
- Provided remote support to on-site engineers and end users/customers during installation
- Design and implement new solutions and improve resilience of current environment
- Responsible for planning, deployment and support of Microsoft Azure's Virtual Network, VM, AD, Databases to client's sites
- Assisted employees with resolving network problems at remote locations.
- Microsoft office 365 migration and management, outlook and enterprise office deployment
- Creating and maintaining of new and existing LAN points
- Researched network infrastructure requirements and demands to establish system improvements and create design plans.
- Provided ongoing technical support, maintenance and troubleshooting to network users to maintain 100% customer satisfaction.
- Reconfigured networks for enhanced performance.
- Resolved service user requests within agreed time frames for optimized staff productivity.
Service Engineer
Microkernel technologies Limited
04.2017 - 05.2018
- Responsible for configurations and implementation of Routing protocols (OSPF, EIGRP and BGP) at various client's sites
- Responsible for IP design of company projects at site
- Lead PMS solution specialist for clients
- Ensured that all logged tickets against company solutions on sites are promptly attended to and resolved within time limit
- Created and managed user accounts in windows server active directory, responding to user's issues with their machines and ensuring network connectivity
- Monitored network performance to determine if adjustments needed to be made
- Engaged in first-level support for customers requiring routine support and troubleshooting.
Education
Bachelor of Science - Electronic And Communication Engineering
University of Nigeria Nsukka
NsukkaMaster of Science - Advanced Security And Digital Forensics
Edinburgh Napier University
Edinburgh 09.2022 -
Skills
Penetration testingundefined
Accomplishments
- Cisco Certified Network Associate (Certified)
- Cisco Certified Network Professional (Route) (Certified)
- Splunk Core Certified Power User
- Tryhackme Jr Penetration tester certificate
- Multi-vendor OSS Administration (Trained)
- Linux Administration (Trained)
- Microsoft Windows server 2012 Administration (Trained)
- Print Management Solution Specialist (Trained)
- Microsoft Azure Virtual Networking (Trained)
Certification
Cisco Certified Network Associate (Certified)
Timeline
Master of Science - Advanced Security And Digital Forensics
Edinburgh Napier University
09.2022 -
Operations Support Engineer
Global Manpower Limited, MACTAY GROUP
07.2020 - 08.2022
Technical Support Team Leader
Tek Experts
09.2019 - 06.2020
Cloud Support Engineer
Tek Experts
03.2019 - 08.2019
System Engineer
Coniah System Support Limited
06.2018 - 02.2019
Service Engineer
Microkernel technologies Limited
04.2017 - 05.2018
Bachelor of Science - Electronic And Communication Engineering
University of Nigeria Nsukka
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