Kenneth Orluegele
Croydon,Croydon
Summary
Detail-oriented technical support engineer with solid skills in troubleshooting and resolving technical issues in hardware and software. Focused on achieving organizational goals and improving overall IT infrastructure with ample experience in Windows environment, technical support and networking protocols. A Flexible and committed team player who is reliable in meeting tight deadlines.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Tech Support Engineer & Covert Camera Manager
Videre Est Credere
Vauxhall, Lambeth
12.2021 - Current
- Troubleshooting and analyzing root cause of issues for internal and external partners within shortest time frame. Achieved over 80% success rate. This resulted to a 40% increase in SLA of the T&I department.
- As a camera expert, currently managing our covert camera pool. Carry out extensive research on new camera technologies for continuous improvement on picture and video quality. My camera recommendations have helped capture great quality clips recognized by relevant agencies and media houses.
- Carry out IT induction to new starters. This includes but not limited to setting up new laptops, new entry on AD, email account, virtual machines where necessary, and other secure communication channels for a seamless on-boarding process.
- Clearly communicated technical concepts to end-users and help write technical documents/procedures and SOPs.
- Recommended and installed an open source HR software after management approval to better manage staff availability as well as contractors and consultant invoices.
- Investigated network and server defects, applying outstanding troubleshooting skills to find out root cause. Performed infrastructure upgrade where necessary while researching new software and tools to replace outdated ones for continuous improvement on performance.
Technical Support Analyst
Reveal Media
Kingston upon Thames, Kingston upon Thames
01.2020 - 12.2021
- Provided hardware & software technical support to customers. As the first escalation point, i employed extensive troubleshooting skills to determine root cause to complex faults at a reasonably short time.
- Successfully created a data visualization dashboard on Salesforce used by the Service department for data analysis and presentation.
- Gathered business requirements from clients, performing detailed data analyses to document requirements.
- Created a camera repair tracker using spreadsheet which was later adopted for tracking the shipment of faulty cameras to the supplier in China and a 3rd party repair company here in the UK.
- Supported trials for a new product development (D7 camera) through maintaining communication between customers, sales and design team.
- Occasionally performed on-site beta testing for new systems to identify and resolve potential problems for new old and new clients.
Service Desk Analyst
Capita Digital & Software Solutions
London, City of London
08.2015 - 01.2020
- Gained my first experience as a support analyst being part of a dedicated team. Analyzing support tickets against SLAs to provide insight for the management team.
- Answered and resolved technical issues over the telephone with a success rate above the daily average.
- Identified fault trends and proactively sought ways to prevent future problems.
- Promoted to service desk team leader after 2years where I created a Wiki page with solutions to reoccurring problems for quicker resolutions.
- Drafted training and induction manuals for new starters. Distributed technical tasks among team members to encourage knowledge sharing as well as identifying training needs.
- Managed office peripherals such as printers, scanners, lighting, electrical waste disposal and office health & safety checks.
Education
Bachelor of Science - Computer Science with Business
Kingston University
Kingston upon Thames 09.2009 - 05.2012
Diploma of Higher Education - Computing with Business
Guildford College of Further and Higher Education
Guildford 09.2008 - 09.2009
BCS Foundation Certificate in Business Analysis
The Knowledge Academy
London Jun 2023 -
Skills
- Root Cause Analysis (RCA) methodology
- Office 365 & Active Directory
- PC build, imaging & End-user deployment
- 2nd Line IT support
- MS Azure
- Windows Servers
- PC, Mac & Mobile management
- End-user training
- Incident life-cycle
- MS Intune
- SQL Database Management
- Ticket lifecycle management
- Hardware maintenance
Languages
English
Advanced
Timeline
BCS Foundation Certificate in Business Analysis
The Knowledge Academy
Jun 2023 -
Tech Support Engineer & Covert Camera Manager
Videre Est Credere
12.2021 - Current
Technical Support Analyst
Reveal Media
01.2020 - 12.2021
Service Desk Analyst
Capita Digital & Software Solutions
08.2015 - 01.2020
Bachelor of Science - Computer Science with Business
Kingston University
09.2009 - 05.2012
Diploma of Higher Education - Computing with Business
Guildford College of Further and Higher Education
09.2008 - 09.2009
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