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 testingNetwork Security and design
Malware analysis
Customer service expertTroubleshooting proficiencyNokia NetAct management and administrationLinux server administrationLAN and W AN design, deployment and troubleshootingAdvanced knowledge and experience of routing protocolsMicrosoft office 365 Planning and managementMicrosoft Office 365 office applications deployment in an enterprise environmentInstallation, management and troubleshooting of Print Management SolutionsApplication support
Staff education and training
Desktop support
TCP/IP
Problem-Solving
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