Solomon etchu

• Cultivate supportive relationships with incoming freshmen through social interaction and ongoing communication. • Meet regularly with assigned freshman group to monitor progress, identify challenges and address adjustment issues. • Offer guidance and encouragement to students struggling with transition with professional life and school. • Smooth registration processes, offered technical support and organized paperwork. • Distribute email, filed documents and answered telephone calls. • Collaborate with colleagues in both domestic and international support facilities. • Use ticketing systems to manage and process support actions and requests. • Collaborate with supervisors to escalate and address students’ inquiries or technical issues. • Assist students in identifying issues and explained solutions to restore service and functionality. • Document all transactions and support interactions in system for future reference and addition to knowledge base. • Conduct in-depth product and issue resolution research to address student concerns. • Built and maintain internal knowledge bases for support products to expand available feedback and performance data.

• Compiled IT training and assessment resources based on understanding of technical processes and skills-development needs. • Oversaw technical documentation, instruction and evaluation to meet IT education initiatives. • Created course ware using online learning management system tool and various graphics and multimedia software programs • Blended traditional learning approaches with existing and new technologies and used variety of learning tools to create and deliver learning programs that produced results. • Cultivated customized curriculum and course content to address organizational technology training mandates. • Acted as second-tier technical resource for help desk and assisted with answering technical questions • Decreased training time by designing effective new training programs. • Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more. • Set up PCs, projectors, and microphones for use in video conferencing rooms. • Performed maintenance tasks on PCs, networks and mobile devices. • Maintained and monitored server room, wireless network and other server infrastructure, keeping systems running smoothly. • Imaged and prepared new computers for integration into company networks and systems.

• Monitored data transfer security to detect and prevent intrusion attempts and respond to DDoS attacks. • Provided network support services for devices such as hubs, bridges, routers and other hardware. • Initiated and managed network test facilities to verify network hardness and resilience. • Escalated emergency technical issues beyond scope to maintain optimum up-time. • Liaised with cabling infrastructure vendors and domestic and international ISP. • Integrated fixed wireless connectivity into facilities lacking access to terrestrial high-speed networks. • Provided detailed network diagrams, process flow charts and procedural guidelines. • Configured, managed and troubleshot VoIP and multi-media distributed systems and platforms • Recommended options for disaster recovery, remote access, network appliances, servers and directory services security. • Performed troubleshooting for Juniper, Cisco and packet analysis. • Performed virtual machine provisioning, Virtual Machine priority setup and template cloning. • Provided complete end-to-end engineering and installation of route-based IP network solutions.