Waliu Mustapha Email & Phone Number

Working in a team supporting all Brewin Dolphin usersSupporting a huge range of financial applicationsDealing with issues via calls, chats, and self-serviceCarrying out requests that users have raised (can range from software install to access to applications)Using in-house active directory known as ARSUsing Dameware to remote onto machines to assist users with issuesAssigning the relevant incidents/tickets to the right team if not resolved with Support Desk

Newcastle Upon Tyne, United Kingdom

In-house IT support technician supporting around 160 usersCreating new user accounts, maintaining user accounts and password resetsSetting up new devices (doing fresh installs of Windows OS)Providing IT Inductions for new startersMaintaining the systems and ensuring devices are kept up to dateProcuring of IT kit including new laptops and peripheralsCreating of Knowledge Base articles for usersKeeping the users informed on Cyber Security with regular updates from NCSCProviding user education in subjects such as OneDrive, Password Management, and Windows OSUpdating of Accounting applications on the servers (mainly RDS environments)Contacting TSG to assist with further server related issues (such as server outages)Managing encryption via Sophos (including mobile devices)Administrator on Microsoft 365, Exchange Admin Centre, and Sophos Central ConsoleAlso some SQL server, RDS server admin

Newcastle Upon Tyne, United Kingdom

I deal mainly with Service Desk Tasks which are requests for folder access, mailbox access, Cisco phone logins, etc. I also create folder groups with either read or modify access, shared mailboxes and distribution lists and also set up users for VPN access.Providing 1st line support to Balfour Beatty members of staffWorking towards an ITIL environmentExtensive use of Active Directory, Security, File and Folder share permissionsSupporting Windows 7 users and helping with troubleshooting issuesUsing SCCM and Bomgar to give remote assistance to usersSupporting Outlook (2010-2016, inc. Office 365)Assigning incidents to 2nd and 3rd line engineers for onsite related issues/site visitsUnderstanding new processes for new operating companies within the business

Eaga Plc has now been acquired by Carillion Plc. See previous for what I did during my 3 month contract. :)

Providing 1st and 2nd line supportSupporting all Eaga staff and partnersMainly dealing with account issue, hardware issues, networking issuesUpgrading of laptops and desktopsOrganising dispatch and retrieval of machines for repairPassing relevant calls to the correct departmentUse of Active Directory for user account issuesLogging calls onto Track It systemUsing application called Bomgar to remote onto users machines

Providing 1st and 2nd line supportSupport for all NHS Staff in North Of TyneLogging calls for new users and existing usersSetting up of new users, password creationUnlocking accounts, resetting passwordsUse of Active Directory for user detailsInstalling printers via networkTypically resolving most calls first time otherwise pass to relevant engineers/departments

Providing 1st, 2nd and 3rd line supportSupport for a wide range of clientsBroadband, wireless, networking and telephony supportNetwork monitoring and network managementEngineer catch and dispatch for hardware replacements or installsConfiguring switches, VoIP phones, routers and other networking kitsRemote access to client servers and resolving issues over the phoneSometimes working from home when on call providing 24hr support

Was under a 6 month contractBuilding old machines onto new server before 1st Sept 2007Also replacing any old machines with brand new ones if very oldSupporting the helpdesk with technical issuesGoing round the college to check on machines that need RAM upgradesAlso doing major hardware rollouts throughout the collegeHardware rollouts at new building in Sandyford within Northumbria UniversityLogging onto server to check on new machine builds and rebuildsAlso adding printer to the print serverWith helpdesk calls sometimes these are resolved remotely unless delivering printer cartridges or major hardware problems

Working as 1st line Helpdesk AnalystReceiving inbound calls from clientsProviding efficient customer supportSupporting a number of companies throughout the North East and other regions of the UK.Doing mostly remote work to aid clients to resolve issuesLogging calls and passing to relevant engineers if on site help was requiredMaking daily call backs to clients to resolve any outstanding issuesUsing a system known as OTRS to log callsWorking on servers to use Active Directory and other servicesBeing first point of contact for all clientsWould sometimes escalate calls to 2nd line when neededSupporting a wide range of windows based machines and servers including Windows Server 2003 and SBS.

Working for Apple Macintosh ComputersReceiving inbound calls from customersProviding efficient customer supportLogging notes and vital information relating to faulty Apple Mac products including computers and iPods on eMacs running Mac OS X 10.4Supporting users of Mac computers and iPodsGiving customers best possible ways to troubleshoot their problemAdvising customers to use the Apple website as much as possibleLogged an average of 30 calls a dayBeing precise and assertive to the customer requirementEnsuring customer receives best possible serviceEscalating calls to Tier 2 or Customer Relations if unable to resolve with customerUse of Lotus Notes for email within the company for any vital information and updates for myself and customers

Working for BT Telephone Faults Management CentreReceiving inbound calls from customersProviding efficient customer supportLogging notes and vital information relating to fault on Elixir within Windows NT 4.0 and now Windows XP ProLogged an average of 60 calls a dayBeing precise and assertive to the customer requirementEnsuring customer receives best possible servicePassing relevant faults to the correct department to ensure it is dealt with properlyEscalating calls to the management if unable to resolve with customerCold/Warm transferring customers to correct departments within BT

Working for BT Broadband Technical HelpdeskReceiving inbound calls from customers with broadband/computer faultsBeing precise and assertive to the customer requirementEnsuring customers receives best possible serviceLogged an average 80 calls a dayUsing a woosh test to determine customers broadband problemLogging notes and information on CSS and Vantive within Windows 2000 ProfessionalPassing to Offline team if unable to solve customers connection problemEscalating calls to management if unable to resolve with customerSupporting operating systems from MS Windows 98SE to MS Windows XP and MACUse of Microsoft Outlook for email within the company for any vital information from management

Education record

Education record

Education record

Education record

Mathematics C Waterloo, London English Literature C English Language D Information Technology D Physics D