Summary
Overview
Work History
Skills
Certification
Interests
Timeline
Generic

Festus Ahorlu

2nd Line Engineer
London

Summary

Dedicated 2nd Line Support Engineer with over a year of hands-on experience providing technical assistance in a customer-facing environment. Possesses a "can-do" attitude, persistently pursuing solutions to challenges. Demonstrates practical knowledge in both software and hardware systems. Detail-oriented IT professional specializing in Microsoft technologies, including Microsoft Certified MS 900. Proficient in managing Windows environments, configuring Windows 365, and expertly enrolling devices through Microsoft Intune and Azure AD. Aiming to leverage skills and experience to contribute effectively to your organization's IT services, becoming a valuable asset in furthering my career in the IT industry.

Overview

2
2
years of professional experience
3
3
Certifications

Work History

Field Engineer

GR.IT
05.2024 - Current
  • Official title was Field Engineer, but I also took on Support Team Lead duties.
  • Regularly went on-site to support clients and coordinated engineers for face-to-face visits.
  • Handled support calls and emails, making sure tickets were assigned to the right engineers and resolved before SLA breaches.
  • Managed client backups for SQL Server, Sage Server, and SFTP, using tools like Redstor, Datto SaaS Protection, and EKCO.
  • Worked with AWS (IaaS and PaaS) for infrastructure and cloud services.
  • Managed client networks using UniFi Cloud Controller.
  • Handled antivirus policies and alerts through Heimdal, Webroot, SentinelOne, and Datto EDR.
  • Managed VPN setups using OpenVPN and FortiGate.
  • Created monthly reports for clients and led monthly review meetings with both clients and engineers.
  • Managed email signatures with Exclaimer and handled email security using KnowBe4 and Mimecast.
  • Looked after client domains via LCN and Fasthost.
  • Managed and configured VoIP phone systems using 8x8, ensuring users were fully set up.
  • Responsible for onboarding and training new interns.
  • Ran various projects including: Migrating users from on-premises to Microsoft 365, Moving OneDrive/SharePoint to ZeeDrive, Company account merges and splits, Set up and troubleshot printers; managed a print server hosted on AWS.
  • Involved in onboarding new clients - from setup to handover.
  • Ensured engineers followed proper support and documentation procedures.
  • Maintained and updated the company knowledge base with accurate troubleshooting steps.
  • Managed the weekly on-call rota.
  • Performed site visits to check meeting rooms and classroom tech setups.
  • Monitored alerts for issues like server downtime and backup failures.

First Responder Engineer

Correct Group
05.2023 - 04.2024
  • Managed daily ticket and email requests, ensuring timely resolution.
  • Handled support calls, providing efficient technical assistance.
  • Conducted client site visits for on-site issue resolution.
  • Created and managed user accounts on AD/EntraID, ensuring secure access.
  • Connected user accounts through EntraID for streamlined authentication.
  • Provisioned cloud PC accounts, contributing to seamless user experiences.
  • Participated in projects, specializing in enrolling BYOD and org-owned devices into Intune.
  • Deployed and managed apps through Intune, ensuring software accessibility.
  • Implemented re-imaging processes for Windows devices, maintaining system efficiency.
  • Conducted hardware troubleshooting for various technical issues.
  • Managed company network drives through Zee drive, connecting users to data via SharePoint, OneDrive, and Dropbox.
  • Installed and connected users to Sage 50/200 for efficient financial operations.
  • Created and enabled VPNs through WatchGuard Mobile VPN, SonicWall, and OpenVPN.
  • Handled email filtering through SolarWinds Mail Assure and Microsoft Defender.
  • Deployed Sentinel One antivirus software, enhancing cybersecurity measures.

2nd line VoIP Engineer

Voicelinx
05.2023 - 04.2024
  • Handled daily ticket and email requests, ensuring prompt issue resolution.
  • Conducted on-site visits to client sites for fault resolution when necessary.
  • Took support calls, addressing technical queries and concerns.
  • Executed number porting processes for seamless communication transitions.
  • Built new tenants on the platform, ensuring smooth onboarding.
  • Migrated tenants from the old platform to the new one, optimizing system efficiency.
  • Provisioned handsets, contributing to a well-functioning telecommunication system.
  • Managed the ordering and installation of hardware and software components.
  • Installed software for clients as needed, ensuring optimal system performance.
  • Conducted remote access into client machines, providing efficient technical support.

1/2nd line engineer

Planet Intelligent Technology
01.2023 - 04.2023
  • Logging faults and managing response times.
  • Create new user accounts, manage password resets, and perform Active Directory services.
  • Update and install security software on computers.
  • Conduct remote administration and management of customer premises equipment.
  • Set up email accounts and manage password resets using Office 365 Admin Portal.
  • Handled email filtering, allowing and blacklisting through SolarWinds Mail Assure, Barracuda Networks, Trend Micro, and Office 365 Admin Portal.
  • Assist users with remote desktop connections using Boxtop and Windows RDC.
  • Connect and enable VPN users through Windows VPN, Draytek Smart VPN Client, and WatchGuard Mobile VPN.
  • Monitor client backups and storage solutions using Netgear ReadyNAS.
  • Manage servers, including Sage, Propman, Sigma, and QuickBooks.
  • Deploy and manage antivirus software, such as Trend Micro and Kaspersky.

Skills

Network configuration

Laptop/Desktop build

Patch Cabling

Network troubleshooting

Hardware and software installation

Office 365 Admin Centre

Windows Server 2016

Windows Server 2019

Microsoft Active Directory

macOS

Windows 7

Windows 8

Windows 10

Windows 11

Time management

Customer service

Highly organised

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Certification

Microsoft fundamentals MS 900

Interests

Football
Reading
Mixed Martial Arts

Timeline

Field Engineer

GR.IT
05.2024 - Current

First Responder Engineer

Correct Group
05.2023 - 04.2024

2nd line VoIP Engineer

Voicelinx
05.2023 - 04.2024

1/2nd line engineer

Planet Intelligent Technology
01.2023 - 04.2023

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Festus Ahorlu2nd Line Engineer