Akeem Souvenir
Network Technician
Georgetown
Summary
IT professional with over 5 years of combined experience in network administration, technical support, and customer service. Adept at configuring and maintaining networks, resolving service issues, and supporting large-scale IT infrastructure. Currently pursuing a BSc in Information Technology and CCNA certification. Known for strong communication skills, teamwork, and a detail-oriented approach.
Overview
8
8
years of professional experience
1
1
Language
7
7
years of post-secondary education
Work History
Network Technician
E-Net Inc
02.2023 - Current
- Network Operations Center (NOC) Support
- Assist in monitoring and maintaining the NOC infrastructure to ensure optimal network performance and reliability.
- Collaborate with the NOC team to identify, diagnose, and resolve network issues to minimize downtime.
- Configuration and Maintenance
- Configure, troubleshoot, and maintain services for residential and business customers, ensuring seamless connectivity and service delivery.
- Implement routine maintenance procedures to ensure network devices, systems, and services operating efficiently.
- Customer Service Provision
- Provide exceptional technical support for Fiber and Wireless Internet, Cable TV, Satellite TV, and Cellular services, ensuring customer satisfaction.
- Collaborate with customer service teams to resolve escalated technical issues, providing expert guidance and solutions to residential and business customers.
- Service Troubleshooting
- Diagnose and troubleshoot service disruptions, working diligently to restore services in a timely manner.
- Escalate complex issues to senior technicians or external vendors as necessary, ensuring prompt resolution.
- System Documentation and Reporting
- Maintain accurate system documentation including configurations, troubleshooting guides, and network diagrams to aid in rapid issue resolution.
- Provide timely reports on network performance, service disruptions, and resolutions to NOC management and other stakeholders as required.
Customer Service Specialist
Guyana Telephone & Telegraph Co Ltd
07.2019 - 02.2023
- Operational Support
- Provided comprehensive operational support to management ensuring smooth day-to-day operations within the customer service department.
- Collaborated closely with various departments to optimize operational processes and improve service delivery.
- Training Assistance
- Assisted in the design and delivery of training programs to enhance the knowledge and skills of the customer service team.
- Supported management in identifying training needs and developing training materials to ensure staff competency in handling customer inquiries and technical issues.
- Customer Support and Escalation Handling
- Delivered exceptional customer support for home internet (DSL, Fiber) and cellular services, ensuring prompt resolution of inquiries and technical issues.
- Managed escalated customer queries by liaising with technical teams and providing detailed information and solutions to ensure customer satisfaction.
- Improved customer experience by providing expert advice and support, ensuring customers have a clear understanding of the services and solutions provided.
- Technical Support
- Provided technical support for a range of services including landline, DSL, Fiber home internet, and cellular services, ensuring optimal performance and customer satisfaction.
- Worked closely with the technical team to resolve complex issues, providing a seamless customer experience.
Technical Aanlyst
Emerge Bpo
11.2017 - 06.2019
- Troubleshoot hardware and software issues in person, remotely, and via phone.
- Assisting employees with computer problems and answering their questions.
- Setting up workstations with computers and necessary peripheral devices.
- Installing and configuring appropriate software and functions according to specifications.
- Analyze network data to determine network usage, disk space availability, or server function.
- Configure security settings or access permissions for groups or individuals.
- Accurately recording, updating, and documenting technical issues and requests using the IT Tracker.
- Checking computer hardware (HDD, mouse, keyboards, etc.) to ensure functionality.
- Assisting personnel with installation, configuration, and ongoing usability of system hardware and software
Education
Associate Degree - Information Technology
University of Guyana
Georgetown, Demerara- Mahaica 09.2022 - 12.2024
CSEC - 11 CSEC Subjects
Brickdam Secondary School
Georgetown, Demerara- Mahaica 09.2012 - 10.2017
Skills
LAN and WAN management
undefinedTimeline
Network Technician
E-Net Inc
02.2023 - Current
Associate Degree - Information Technology
University of Guyana
09.2022 - 12.2024
Customer Service Specialist
Guyana Telephone & Telegraph Co Ltd
07.2019 - 02.2023
Technical Aanlyst
Emerge Bpo
11.2017 - 06.2019
CSEC - 11 CSEC Subjects
Brickdam Secondary School
09.2012 - 10.2017
Languages
English
Bilingual or Proficient (C2)
Work Preference
Work Type
Full TimeInternshipWork Location
HybridImportant To Me
Career advancementSOFT SKILLS
- Project management
- Training and mentor
- Customer Service
- Detailed oriented
- Problem solving
- Communication and teamwork
- High adaptability
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