Summary
Overview
Work History
Education
Skills
Timeline
Generic

Henry Okpoti

Croydon

Summary

Results-driven L2 Support Engineer at Ovation Workplace Services Inc, skilled in technical troubleshooting and user account management. Successfully resolved complex client issues across diverse operating systems, enhancing customer satisfaction. Proven ability to collaborate effectively with teams and maintain meticulous documentation within ticketing systems, ensuring seamless service delivery and operational excellence.

Overview

6
6
years of professional experience

Work History

L2 Support Engineer

Ovation Workplace Services Inc
Summit
04.2024 - Current
  • Troubleshoot and resolve client issues across multiple operating systems, including Android, iOS, iPadOS, macOS, and Windows.
  • Provide support for Microsoft 365 and/or Google Workspace environments, including user account provisioning, modifications, and deactivation.
  • Configure and troubleshoot applications within Microsoft 365 (e.g., Outlook, Teams, OneDrive, SharePoint), and Google Workspace (e.g., Gmail, Google Drive, Meet, Docs).
  • Assist clients with syncing and accessibility issues across desktop and mobile platforms.
  • Ensure seamless integration of productivity tools with users' devices and operating systems.
  • Guide end users through setup, configuration, and best practices for mobile and desktop applications.
  • Maintain clear documentation of support actions, resolutions, and user configurations within the ticketing system.
  • Collaborate with team members to escalate complex issues, and implement effective solutions.
  • Proficiency in configuring and troubleshooting VPN (Virtual Private Network) connections.
  • Microsoft Server technologies, including Active Directory, File/Folder Permissions, Print Management, and Remote Desktop.
  • Created user accounts, passwords and profiles in accordance with company policy.
  • Provided technical assistance with end-user computing devices.

Computer Engineer

Unisys Corporation
Bluebell
05.2022 - 04.2024
  • Completed routine maintenance and repair.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Troubleshooting software and hardware problems, as well as providing break/fix support.
  • Performs disk replacement on enterprise storage products.
  • Supports network products from operational and maintenance perspectives.
  • Tests and certifies PCs, networks, servers, and client-approved applications.
  • Provides follow-up on problems, or escalation.
  • Maintains a high degree of professionalism in actions, demeanor, and dress.
  • Ensures customer satisfaction throughout the service delivery transaction.
  • Ensures client-specific Service Level Agreements are met, and incident and request tickets are updated accordingly within the ticketing system.

Computer Engineer

Worldwide Technical Services
New York
01.2019 - 05.2022
  • Investigated customer complaints regarding computer hardware and software issues.
  • Provided on-call consultation, troubleshooting and repair to small and medium-sized businesses and residential users.
  • Provided exemplary helpdesk service and support to assist customers.
  • Provided status updates to keep upper management informed and to reach goals.
  • Collaborated with other engineers to develop innovative solutions for complex customer challenges.
  • Provided technical assistance to end users by troubleshooting hardware and software issues remotely.
  • Analyzed user needs to recommend appropriate hardware.
  • Provided technical guidance for system development and troubleshooting.
  • Recorded systems information and documented design specifications and installation instructions.
  • Defined technical integration strategy and developed integration plans.
  • Evaluated emerging technology factors around cost comparison, portability or usability.

Education

GED -

Per Scholas
New York, NY
07-2017

Skills

  • Technical troubleshooting
  • User account management
  • Application configuration
  • VPN configuration
  • Active Directory administration
  • Network troubleshooting
  • Communication skills
  • Incident management
  • Time management
  • Customer service
  • Problem solving
  • Team collaboration
  • Operating systems knowledge
  • Client support
  • Documentation management
  • Advanced troubleshooting
  • Software installation
  • Mobile device management
  • Active directory
  • Hardware maintenance
  • Ticketing system experience
  • Technical support expertise
  • Remote support tools
  • Troubleshooting and Diagnostics
  • Remote support
  • Customer education
  • Technical support
  • Quality assurance

Timeline

L2 Support Engineer

Ovation Workplace Services Inc
04.2024 - Current

Computer Engineer

Unisys Corporation
05.2022 - 04.2024

Computer Engineer

Worldwide Technical Services
01.2019 - 05.2022

GED -

Per Scholas

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Henry Okpoti