Collins Ayeah

Phoenix, AZ
Summary:
 Experienced and knowledgeable information technology professional seeking to contribute training and acquired
skills within a help desk support role. Works well independently, or in a group setting providing all facets of
computer help desk support such as troubleshooting, installations, and maintenance. In-depth knowledge and
understanding of numerous software packages and operating systems. Skilled in providing customer and end-
user help desk support. Easily identifies and resolves technical issues and concerns. Excellent communication
and presentation capabilities.
 Very dynamic, technical-oriented with intense knowledge and expertise in various forms of IT and media
 Data Center Technician/Engineer experience and Experience with Linux or similar OS from Amazon Web
Services.
 Good knowledge of network design and protocols and also understanding of scripting languages and storage
devices.

CERTIFICATIONS AND TRAININGS

CompTIA A+ Certification 2017

DELL

Dell 1000 Client Foundations 2017 (Auth ID: 3236) 2018

Dell 1000 Client Q3 Assessment 2017 (Auth ID: 3240) 2018

Dell EMC Service Basics 2017 (Auth ID: 3237) 2018
HP

HP ElitePad Family Service and Support 2018

Replacement System Board DMI Programming 2018
Servicing HP Desktops, Workstations and Notebooks for Service Technicians 2018
Solution Awareness Training for Field Service Technicians Rev A 2018
LENOVO

Batteries Best Practice (RWSV200) 2018

Cable Management Best Practices (RWSV201) 2018
PC Repair Kit (RWSV101) 2018
Lenovo Resource (RWSW202) 2018
Lenovo Service (RWSW200) 2018
Warranty Service Authorization Exam (RWST016) 2018
Who is Lenovo (RWSW100) 2018

CompTIA Network+ (Hands on Training and road to certification)

Microsoft Certified Solutions Associate (Preparing for Certification)
Hands on Training on Network Security (Hands on Training)
Higher National Diploma in Computer Maintenance and Repairs in Silicon Computer Institute, Computer
Networks and software systems 2001-2003

Education:
 Current Student at University of Maryland University College (Bachelor’s Degree Program in Computer Networks
and Cyber Security) 2017-Present
 Bachelor’s Degree in Anthropology(University of Yaounde I 2007-2010

Professional Experience:

June 2018- Present

City of Phoenix
Intern (User Technology Specialist)
 Installing and maintaining desktop computer and server hardware and software
 Installing and maintaining multifunction printers/copiers.
 Configuration and deployment of desktop and laptop images
 Imaging with SCCM (System Center Configuration Management)
 Desktop, mobile devices, or office equipment support
  Applications analysis
 LAN administration
 Telecommunications functions utilizing a variety of hardware and software
 Systems monitoring and troubleshooting

May 2018 – May 2018

Ciara Technologies Phoenix Area)
Full Time Server Repair Tech/Desktop
 Set up hardware and install and configure software and drivers
 Maintain and repair technological equipment (e.g. routers) or peripheral devices
 Install well-functioning LAN/WAN and other networks and manage components (servers, IPs etc.)
 Perform regular upgrades to ensure systems remain updated
 Troubleshoot system failures and provide solutions to restore functionality
 Arrange maintenance sessions to discover and mend inefficiencies
 Keep records of repairs and fixes for future reference
 Offer timely technical support and teach users how to utilize computers correctly
 Monitor and oversee various server infrastructure components and logs, and ensure that they are in sync with
protocols.
 Install necessary hardware and software, and ensure that both are updated on a regular basis.
 Handle network design, configuration, and deployment activities.

April 2017 – October 2017

McClatchy, Kennewick WA
Desktop Support Technician I
 Support of Windows OS/Microsoft Office Suite in an enterprise environment with direct interactions with the end
user.
 Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.
 Desktop and Network Support
 Setup, configure and adding of all hardware’s.
 Assist Corporate Desk Side Support technicians with large IMAC’s.
 Documents, maintains, upgrades or replaces hardware and software systems.
 Supports and maintains user account information including rights, security and systems groups.
 Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed.
 Determines and recommends which products or services best fit the customers' needs.
 Imaging and image recovery
 Experience doing break / fix repairs on desktops, laptops
 Install / Re-install various software packages and updates
 WiFi and VPN connections; Support of wireless devices
 GREAT Customer Service skills

October 2016 - April 2017

Amazon Web Services, Umatilla, Oregon
Data Center Technician/ Help Desk Tech
 Troubleshooting and repairing servers with hardware and network issues. Decommission of end of life equipment.
 Work involved hardware diagnostic and replacement of failed components. Removal and destruction of end of life
retired equipment and worked effectively with minimum supervision and handle multiple priorities.
 Provided operational support at Amazon Eastern Oregon Data Centers. Was responsible for day to day incident
management of servers and networking equipment.
 Worked in a noisy area with hotter and colder temperatures than standard office environmental conditions.
 Managed work and priorities through ticketing system (Myday, Remedy) and coordination with Data Center
Manager
 Removed racks that have been released to decommission. Decommissioning of server’s racks.
 Audit, removal, destruction of hard drives. Break fix work as time permits.
 Received and scanned incoming server racks and brick types
 Experience in troubleshooting switch build issues with Cisco, Almach, Accton switches etc.
 Install and replaced failed/faulty hard drives on server hosts
 Troubleshooting link issues between server racks and bricks.
 Running fiber cables, Cabling and handing off racks, power draining hosts to get them boot to recovery.
  Rack auditing and printing rack labels using P-Touch editor
 Preparing end of shift rack handoff report. Report current status via ticketing system, status reports, and email.
Manage multiple concurrent interdisciplinary projects and ability to work in a team
 Consoling into server hosts and top of rack switches using serial cables and KVM to troubleshoot problems.
 Troubleshooting and replacing faulty server motherboards/NIC and other faulty components.
 Consoling and wiping Amach, Acton and Quanta / Broadcom switches
 Experience in Hard reserving server rack positions in CloudForge.
 Installation of network and cabling infrastructure in the data center environment
 Knowledge of Cat 5, Cat 6 fiber optic cabling systems
 Run fiber and coax cross connects and follow proper termination techniques per company established processes
and procedures.
 Perform Installs/Tests/Modifies Cross Connects and ensures proper dressing of the following: coax cross
connects (repeater), fiber cross connects (Unicam termination), twisted pair copper cross connects, intra-building
cross connects, 66 block/110 block terminations.
 Deploy cabinet rack mount PDU’s. Install cabinet management systems to include wire managers and patch
panels.
 Rack and stack customer equipment.
 Install and test cross connect circuits (switched, multiplexed, T1, DS3, OC3-48, Eth, GigE, 10Gig, etc.).
 Conduct carrier circuit maintenance.
 Troubleshoot switched / multiplexed/ media converted circuits; escalates to, and works with Networking Group, as
needed.
 Work with customers to troubleshoot issues. May require console to device and perform basic config (DRAC,
iLO).
 Maintain detailed written records of all work activity.
 Escalate TT’s that require additional information.
 Determine work priorities from the ticketing queue and ensure adherence to all commit times.

2014 - 2016
Opportunity Community Services, St Paul, MN
Junior Network Support Staff
 Installing and configuring computer hardware, software, systems, networks, printers and scanners
 Planning and undertaking scheduled maintenance upgrades
 Talking to clients and computer users to determine the nature of problems
 Establishes network specifications by conferring with users; analyzing workflow, access, information, and security
requirements; designing router administration, including interface configuration and routing protocols.
 Establishes network by evaluating network performance issues including availability, utilization, throughput, and
latency; planning and executing the selection, installation, configuration, and testing of equipment; defining
network policies and procedures; establishing connections and firewalls.
 Maintains network performance by performing network monitoring and analysis, and performance tuning;
troubleshooting network problems; escalating problems to vendor.
 Secures network by developing network access, monitoring, control, and evaluation; maintaining documentation.
 Prepares users by designing and conducting training programs; providing references and support.
 Upgrades network by conferring with vendors; developing, testing, evaluating, and installing enhancements.
 Meets financial requirements by submitting information for budgets; monitoring expenses.
 Updates job knowledge by participating in educational opportunities; reading professional publications;
maintaining personal networks; participating in professional organizations.
 Protects organization's value by keeping information confidential.
2010 - 2014
Crat Cameroon, Yaounde, Cameroon
Junior Network Administrator
 Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring
opportunities to add value to job accomplishments.
 Install and support LANs, WANs, network segments, Internet, and intranet systems.
 Install and maintain network hardware and software.
 Analyze and isolate issues.
 Monitor networks to ensure security and availability to specific users.
 Evaluate and modify system's performance.
 Identify user needs.
 Determine network and system requirements.
  Maintain integrity of the network, server deployment, and security.
 Ensure network connectivity throughout a company's LAN/WAN infrastructure is on par with technical
considerations.
 Design and deploy networks.
 Perform network address assignment.
 Assign routing protocols and routing table configuration.
 Assign configuration of authentication and authorization of directory services.
 Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as
printers.
 Maintain network servers such as file servers, VPN gateways, and intrusion detection systems.
 Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants,
smartphones, software deployment, security updates and patches
 Anticipated troubleshooting and resolve ongoing network issues operate and maintain citrix
 Application delivery platform and also administer email systems.

2007 - 2010
Prinkonet, Yaounde, Cameroon
Tech Network Support Engineer/Help Desk Tech
 In charge of LAN (Local Area Network) and WAN (Wide Area Network) and Wireless Internet Connections.
 In charge of the smooth functioning, repairs and maintenance of the client computers.
 In charge of Connection distribution
 Maintained the Internal network, add and delete users and manage user accounts.
 In charge of creating data recovery and disaster procedures.
 Responsible for the security of LAN and WAN and also executing backup routines for the system, ensure security
and operability of the network.
 Ensured that virus protection software is up to date and periodically scanned viruses that may infect client
computers.
 Coordinated with the Information System Administrator on software installation, maintenance and upgrades.
 Coach, mentor, and develop technical team members.
 Propose new initiatives, develop plans, and lead projects to support business needs and improve efficiencies.
 Provide general database design, implementation, and administration to assure highest reliability and availability
of IT services.
 Develop database scripts, code, and packages to support enterprise application development while utilizing and
maintaining standards.
 Manage and oversee database architecture, service reliability, and perform root cause analysis of
 software, process and service failure.
 Installing and configuring computer hardware operating systems and applications;
 Monitoring and maintaining computer systems and networks;
 Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up
systems or resolve issues;
 Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
 Replacing parts as required;
 Providing support, including procedural documentation and relevant reports;
 Following diagrams and written instructions to repair a fault or set up a system;
 Supporting the roll-out of new applications;
 Setting up new users' accounts and profiles and dealing with password issues;

2003 – 2007
Melton Multi-National Communication Center, Yaounde, Cameroon
Tech Support Engineer/Help Desk Tech
 Assembling, disassembling and installation of basic applications for students and accessibility to data shared
through LAN (Local Area Network) of computer systems that went in and out of the Company.
 In charge of LAN (Local Area Network) and WAN (Wide Area Network) Connection distribution and it’s
troubleshooting.
 responding to breakdowns
 investigating, diagnosing and solving computer software and hardware faults
 repairing equipment and replacing parts
 supervising junior engineering and technical staff
 agreeing timescales
 obtaining replacement or specialist components, fixtures or fittings
 checking computer equipment for electrical safety
 maintaining records of software licenses
 Managing stocks of equipment, consumables and other supplies.
 Participated in the development of upcoming modules for existing network and implement functional changes in
network infrastructure as need arises.
 Administered the proper operation of hardware, excellent installations and upgrades for hardware and network
software.
 Responding within agreed time limits to call-outs;
 Working continuously on a task until completion (or referral to third parties, if appropriate);
 Prioritizing and managing many open cases at one time;
 Rapidly establishing a good working relationship with customers and other professionals, such as software
developers;
 Testing and evaluating new technology;
 Conducting electrical safety checks on computer equipment.