Knowledge Williams
AI Engineer
Salford,Manchester
Overview
6
6
years of professional experience
Work History
Technical Support Engineer
XcelPlusTech
Salford, Manchester
12.2023 - Current
- Provided clear and concise step-by-step technical support to guide clients.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Helped customers set up new systems, applications and software.
- Resolved service user requests within target timeframes.
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
- Used support tickets to track and speed up incidents.
- Used remote access to navigate and link to customer computers.
- Streamlined the technical support ticketing system, improving response times and tracking of issue resolution progress.
- Analysed system logs and identifying patterns to preempt technical issues before they affected business operations.
- Installed new hardware and software to meet system specifications and user needs.
- Updated software for new functionality and improved security.
- Provided comprehensive support for hardware, software, and network problems, significantly reducing resolution times and boosting productivity.
- Created and maintained detailed documentation of technical procedures, user guides, and troubleshooting steps to enhance knowledge sharing.
- Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.
- Configured networks to meet performance requirements.
- Followed user guides and technical manuals to complete skilled repairs.
- Investigated reports of system errors to try to reproduce problems and trace faults.
- Identified system performance issues, providing swift remedial action.
- Kept detailed records of new installations and related licenses.
- Installed and set up applications for clients, including anti-virus software and Microsoft office.
- Maintained and repaired peripheral equipment connected to laptops and desktops.
- Utilised diagnostic tools and software to swiftly identify the root cause of technical issues, expediting problem resolution.
- Monitored computer system performance and intervened in identified problems.
- Participate in in-person meetings with customers to assess and diagnose hardware problems.
- Managed the installation and configuration of computer systems and networks, ensuring seamless integration and minimal disruption.
- Trained staff on the use of new technologies and software, enhancing team capabilities and improving workflow efficiency.
- Collaborated with cross-functional teams to develop and implement IT solutions that met business needs and performance goals.
- Backed up servers regularly to reduce data loss.
- Performed recovery operations to restore systems following failures.
- Addressed and resolved SLA issues promptly using an OTRS system.
- Educated service users on new software updates and system capabilities.
- Conducted regular system maintenance and updates to prevent potential issues and ensure optimal performance of IT infrastructure.
- Logged and completed reports to submit technical details to management.
- Managed daily server backups on computers to avoid data loss from computer malfunctions.
- Tailored support and advice to non-technical users, enabling them to utilise technology more effectively and confidently.
- Offered recommendations for system improvements and upgrades to support evolving business requirements and technology advancements.
- Implemented backup and recovery procedures to safeguard critical data against loss or corruption, ensuring business continuity.
- Monitored network security, identified vulnerabilities, and implemented measures to protect against cyber threats and ensure data integrity.
- Kept computer hardware in excellent working condition through regular maintenance and inspections.
- Facilitated the migration of data and systems during upgrades, minimising loss of information and downtime.
- Documented actions taken using work order system within [Software].
- Negotiated with vendors and suppliers to secure high-quality technology solutions at cost-effective prices, optimising budget allocation.
- Assessed user feedback to identify areas for improvement in IT services, contributing to continuous service enhancement.
- Upgraded hardware promptly to minimise service disruptions.
- Entered comments to control system operation, verify functionality and detect errors.
- Participated in the development of IT policies and procedures to standardise support processes and improve service delivery.
- Communicated ICT disruptions to staff regarding installations, upgrades and outages.
- Designed and perfected data recovery strategies to manage unexpected data loss or theft.
IT Engineer
FemTech
Ilorin, Kwara
11.2022 - 08.2023
- Conducted tests and examined components and assemblies to identify and rectify defects.
- Tested equipment, machinery and instruments to assess proper functioning.
- Studied manufacturing from engineering viewpoint to identify problems and potential improvements.
- Maintained and repaired peripheral equipment connected to laptops and desktops.
- Set up new workstations for users with proper cables, equipment and software.
- Installed new hardware and software to meet system specifications and user needs.
- Resolved service user requests within target timeframes.
- Monitored computer system performance and intervened in identified problems.
- Diagnosed troubleshooting queries and support requests remotely and on-site.
- Updated software for new functionality and improved security.
- Investigated reports of system errors to try to reproduce problems and trace faults.
- Implemented and managed IT infrastructure upgrades to support organisational growth and technology advancements.
- Followed user guides and technical manuals to complete skilled repairs.
- Provided technical support and guidance to staff, resolving issues promptly to maintain high levels of user satisfaction.
- Participated in industry conferences and workshops, staying abreast of the latest IT developments and networking with professionals.
- Conducted tactical troubleshooting to identify faults.
- Administered network configurations, ensuring optimal performance and reliability of internet and intranet services.
- Upgraded hardware promptly to minimise service disruptions.
- Troubleshot and debugged network and software to check and rectify discrepancies.
- Configured networks to meet performance requirements.
- Educated service users on new software updates and system capabilities.
- Documented technical specifications and project milestones, creating a valuable knowledge base for future reference.
- Integrated software components and third-party programs to measure accessibility and functionality.
- Performed recovery operations to restore systems following failures.
- Customised and maintained enterprise resource planning ERP systems to meet specific business needs and workflows.
IT Support Technician
Chapel Secondary School
Ilorin, Kwara
12.2020 - 08.2022
- Provided technical support to users, diagnosing software and hardware issues to minimise work disruptions.
- Helped set up new systems, applications and software.
- Updated software for new functionality and improved security.
- Responded promptly to support tickets, prioritising tasks based on urgency and impact.
- Configured networks to meet performance requirements.
- Installed new hardware and software to meet system specifications and user needs.
- Resolved service user requests within target timeframes.
- Organised and maintained a clean and efficient working environment within the IT support area for optimal productivity.
- Set up new workstations for users with proper cables, equipment and software.
- Managed installation, configuration, and troubleshooting of computer systems and network devices for optimal performance.
- Monitored computer system performance and intervened in identified problems.
- Conducted tactical troubleshooting to identify faults.
- Coordinated with vendors for the procurement of IT equipment, securing competitive prices.
- Conducted regular system maintenance, including updates and patches, to maintain IT infrastructure integrity.
- Performed recovery operations to restore systems following failures.
- Identified system performance issues, providing swift remedial action.
- Maintained an inventory of IT assets, ensuring accurate records for audit compliance.
- Maintained and repaired peripheral equipment connected to laptops and desktops.
- Kept detailed records of new installations and related licenses.
- Managed installation and configuration of newly developed and secure computer hardware.
- Offered training sessions on new software applications, empowering employees with up-to-date knowledge.
- Coordinated with external support services to resolve complex technical problems that required specialised expertise.
- Provided comprehensive support for hardware, software, and network problems, significantly reducing resolution times and boosting productivity.
- Managed the installation and configuration of computer systems and networks, ensuring seamless integration and minimal disruption.
- Regularly installed latest ICT antivirus software to keep files safe and secure from security threats.
- Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues.
- Collaborated with IT team to develop and implement new system solutions, enhancing organisational efficiency.
- Trained staff on the use of new technologies and software, enhancing team capabilities and improving workflow efficiency.
- Liaised with external support services for issues beyond in-house capabilities, ensuring timely resolutions.
- Facilitated smooth hardware upgrades and replacements, ensuring minimal downtime for users.
- Kept computer hardware in excellent working condition through regular maintenance and inspections.
- Participate in in-person meetings with customers to assess and diagnose hardware problems.
- Utilised diagnostic tools and software to swiftly identify the root cause of technical issues, expediting problem resolution.
- Implemented user access controls and permissions, safeguarding sensitive information effectively.
- Tailored support and advice to non-technical users, enabling them to utilise technology more effectively and confidently.
- Created and maintained detailed documentation of technical procedures, user guides, and troubleshooting steps to enhance knowledge sharing.
- Analysed system logs and identifying patterns to preempt technical issues before they affected business operations.
- Communicated ICT disruptions to staff regarding installations, upgrades and outages.
- Educated service users on new software updates and system capabilities.
- Backed up servers regularly to reduce data loss.
- Participated in the development of IT policies and procedures to standardise support processes and improve service delivery.
- Streamlined the technical support ticketing system, improving response times and tracking of issue resolution progress.
- Logged and completed reports to submit technical details to management.
- Monitored network security, identified vulnerabilities, and implemented measures to protect against cyber threats and ensure data integrity.
- Led technical workshops and seminars to keep staff updated on the latest IT trends, tools, and best practices.
- Offered recommendations for system improvements and upgrades to support evolving business requirements and technology advancements.
- Conducted training sessions with customers to demonstrate software updates, new systems and hardware.
- Implemented backup and recovery procedures to safeguard critical data against loss or corruption, ensuring business continuity.
- Coordinated daily backup operations on company's computers, keeping files safe, secure and backed up in case of system failure.
- Evaluated new technology trends, recommending investments that align with strategic goals.
- Analysed system logs and identified patterns, addressing potential issues proactively.
- Monitored system security measures, such as firewalls and antivirus software, to protect data integrity.
- Facilitated the migration of data and systems during upgrades, minimising loss of information and downtime.
Education
Master of Science - Artificial Intelligence
University of Salford
Salford2024
Timeline
Technical Support Engineer
XcelPlusTech
12.2023 - Current
IT Engineer
FemTech
11.2022 - 08.2023
IT Support Technician
Chapel Secondary School
12.2020 - 08.2022
Master of Science - Artificial Intelligence
University of Salford