Oshane Walker
Kingston
Summary
Job objective To perform tasks assigned efficiently, professionally and to offer the highest quality customer service possible and maintain the standards of the business. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
Platform Support Analyst
Interlinc Jamaica
05.2018 - 07.2022
- Is to act as the primary point of contact for all IT-related platform issues
- I will test applications, both software and hardware to make sure is reliable, fully functional, and user-friendly before it is released to end-users
- This individual is expected to act on own initiative to devise test plans, provide first live support, escalate critical issues, create, and maintain tickets, and generally look for flaws and weaknesses in systems and make suggestions for how to make a system work better
- This position is considered an essential position
- This means that during times of inclement weather, emergencies, or when access to the workplace may be impeded, employees in this position may be expected to report to work to support business continuance, unless otherwise instructed by his/her direct manager
- One of the key duties of the platforms support analyst is investigating and responding to user queries and help requests
- The platform support analyst gathers information related to incidents or issues, then determines the root cause of the problem and devises solutions to resolve the user’s issue
- They also manage the flow of incoming support requests and escalate issues to other IT specialists
- Play key role in supporting the Platforms manager in overseeing all platforms including EVD, MDM, ecommerce, financial systems etc
- For all markets across the business
- Install and configuration office computers, software’s, patches, and updates
- Troubleshoot various hardware and network issues
- Train end users on new and existing software’s and platforms
- Assist with asset management and inventory tracking
- Act as primary liaison between the business and EMIDA as it relates to customer issues, market level changes, rate plans, electronic recharge, and any other operational need
- Monitor, maintain, support and audit use of devices in the field
- This includes P2P merchant/PC Terminals/POS Devices/Support Sites/Internal Laptop or Desktop issues/tablets
- Act as data validator for data warehouses
- Worked flexible hours across night, weekend and holiday shifts.
- Paid attention to detail while completing assignments.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to learn quickly and adapt to new situations.
Field Technician
Klazin Future Technology
07.2009 - 09.2019
- Camera Setup and installation
- Website editing
- Printer installation and cleaning and repairs
- Computer repairs and configuration
- Server installation
- Skills: Information Technology
- Service Desk
- Communication
- Supervisory Skills
- Computer repair
- Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools, and components.
IT Specialist
Advantage Communications Inc
10.2014 - 09.2016
- Technical Service Functions – Aid customers needing to resolve problems with their computer systems by answering service requests
- Work with customers to determine nature of problem then follow the problem until final resolution for the customer is found
- Ensuring work orders have been addressed and properly closed out
- Installs, upgrades, configures hardware/software, and maintains corporate PCs and peripherals
- Troubleshoot PC/peripheral problems, determining and implementing corrective action ensuring that high levels of customer satisfaction are provided during each point of contact with customers
- Immediately notify appropriate individuals of any problems that could potentially impact production activities
- Follow appropriate escalation procedures regarding service requests and complete related follow-up activities as necessary
- Assist in coordination and planning for moves, add and changes of all PC hardware
- Implement action including performing required upgrades and installation of PCs and required peripheral equipment
- Assist department personnel with the configuration and maintenance of data communication systems and Install wiring and cabling as required
- Systems Monitoring and Operations – Perform daily equipment checks to ensure equipment is functioning properly
- Monitor various system functions and activities, which may include PC equipment, Tandem, corporate LAN systems, servers, mainframes, departmental printers, and telecommunications equipment to identify issues and resolve them or attempt to resolve them before they cause problems
- Aid with the timely recovery and restoration of the communication system elements in the event of an outage
- Technical Support Documentation – Document work orders and trouble tickets
- Technical Service Functions
- Skills: Information Technology
- Service Desk
- Communication
- Supervisory Skills
- Computer Hardware Troubleshooting
- Networking
- Microsoft Office
- Customer Service
Education
HP Commercial and Consumer Desktops, Workstations, and Notebooks Service Qualification (certification) -
Hewlett Packard
Online Bachelor of Science - Information Technology
Vector Technology Institute (Pending)
Kingston 06.2025
High School Diploma -
Victor Dixon High School
Mandeville, Machester 06.2010
Some College (No Degree) -
Licenses & Certifications
Kingston Skills
- ServiceDesk Configuration
- Office 365
- Microsoft Office tools
- Azure
- Computer Maintenance and Repairs
- Problem solving and diagnostic skills
- CCTV Camera installation and maintenance
- Customer Services Specialist
- Mobile Device Management Configuration
- Active Directory Experience
- Virus Removal
- Mobile Phone repair
- Good oral and written communication skills
- Remote Application Platform
Accomplishments
- Played a vital role in ascertaining and testing new android POS devices for 2000 plus merchants across Jamaica in order to sell Air time credit within the Caribbean
- Led a team for 6 technicians in a POS programming and configuring project in order to accommodate merchants across the island
- Led a ServiceDesk project- Where I was responsible for locating a suitable helpdesk solution for various departments across the company
- Duties included finding the solution, configuring the solution to meet the department requirements and then training the departments.
Timeline
Platform Support Analyst
Interlinc Jamaica
05.2018 - 07.2022
IT Specialist
Advantage Communications Inc
10.2014 - 09.2016
Field Technician
Klazin Future Technology
07.2009 - 09.2019
HP Commercial and Consumer Desktops, Workstations, and Notebooks Service Qualification (certification) -
Hewlett Packard
Bachelor of Science - Information Technology
Vector Technology Institute (Pending)
High School Diploma -
Victor Dixon High School
Some College (No Degree) -
Licenses & Certifications
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