About Me

MICHAEL OKONOFUA
Calgary, Alberta
Tel: (403) 966-7537 Email: michaelokonofua@gmail.com
PROFESSIONAL SUMMARY
• Resourceful and confident ITIL professional with strong work ethic and high attention to
industry standards, detail, organization, administration, communication, prioritization
and time management skills
• Possess a broad range of systems and application support, research and analysis,
administration, performance availability monitoring infrastructure networks, and
management.
• Well versed in adaptability to dynamic company needs and priorities while taking
responsibility in work performance and service output.
• Excellent communicator with proven expertise in relating effectively with multiple
stakeholders at all levels of organization.
EDUCATION
University of Benin September 2006 – February 2011
• B.ENG. EEE, Electrical Engineering (as assessed by the World Education Services to
be equivalent to a Bachelor’s degree in Engineering)
AREAS OF EXPERTISE
 L2 Technologies (VLAN, Trunking, Ethernet, 802.1x, CDP, LLDP)
 L3 Technologies (RIP, OSPF, ISIS, BGP, IPv4/IPv6)
 Network protocols (TCP/IP,UDP, FTP, IPv6,NAT/PAT)
 IT Support/Help Desk Support
 Network Monitoring, Maintenance and Automation.
 LAN/WAN Support
 Incident Analysis, escalation and response.
 IT Service Management (ITSM) and Business Technology
 Incident Management and Problem Management using Service Now and Microsoft
Dynamics CRM
CAREER HISTORY
IT Support Analyst / Suncor Energy / Calgary, Alberta February 2021 till date
• Act as an escalation contact for service incidents
• Analyse data to diagnose and identify root causes to service related issues
• Analysis of incident trends through to problem management.
• Perform advanced data restructuring and create network performance charts, graphs,
diagrams and other visualizations using MS Excel, MS Visio and MS PowerPoint.
• Responding to calls from end users, vendors, support teams for incident reporting and
triage
• Escalating incidents from the Service Desk and assisting with major incident process
• Manage and monitor changes, incidents and problems across multiple data centre
environments and transit carriers to protect production and disaster recovery systems
which are critical to network performance and customer experience
Michael Okonofua michaelokonofua@gmail.com (403) 966 – 7537
NOC Analyst / CCI Wireless / Calgary, Alberta February 2019 – February 2021
• Provided IT Support for customers.
• Monitored CCI productions service environment using standard tools and metrics and
decisively determine impact to customers and pinpoint areas of systems issues.
• Maintained documentation of the production environment including the troubleshooting
guide, IT system architecture, relationships and dependencies, network changes,
infrastructure and network connectivity.
• Provided research to system issues and opportunities, recommend changes, oversee
execution, keep accurate documentation
• Ensured reliable operations of information systems, resolved complex technical problems,
find solutions to customer needs, and lead projects and program initiatives
• Provided support for the operation, maintenance and restoration of the wireless network
(Wimax, VSAT, LTE and DSL Technologies)
• Provided input to engineering, field installation, and coach operations personnel to
improve the support process or identify improvement opportunities.
• Supported enterprise and business customers in resolving issues according to the
agreed SLA.
Network Engineer /Huawei Technologies June 2014 – October 2018
• Ensured that clients’ needs are met and excellent service support provided as projects
evolve according to the stipulated SLA ensuring high customer satisfaction
• Prepared documentation (Method of Procedure; MOP) required for change request
based on Customers’ Requests for Change (RFC) using set company’s tools and ITIL
standards.
• Supported business needs with regards to Business case development and RFI/RFP with
vendors.
• Provided input that helped identify/implement process improvements to enhance revenue,
customer experience and reduce project costs.
• Utilized analytical tools and techniques that contributed positively to the overall success
of projects.
• Supported with TCP/IP Network Design, Implementation, Troubleshooting and
Management Design of Network Architecture; Low Level and High Level Designs
TRAININGS AND CERTIFICATIONS
• Juniper Networks Certified Associate (JNCIA) | December 2020
• Cisco Certified Network Associate (CCNA) | September 2020
• AWS certified Cloud Practitioner (CLF-C01) | September 2020
• Information Technology Infrastructure Library ITIL V3 (Axelos – 9980003225557314