I am a proactive and dynamic professional with extensive experience in IT support and customer service. I excel in troubleshooting and resolving hardware and software issues, optimizing network performance, and managing customer interactions using tools like Genesys, UI5, and CRM software. My ability to handle customer inquiries, drive satisfaction, and work efficiently in high-volume, deadline-driven environments sets me apart. I am committed to providing exceptional service, fostering positive relationships with customers, and promoting retention and loyalty.
Skills
- System installation and maintenance
- Network administration
- Security management
- Diagnosis and troubleshooting of IT issues
- End-user support
- Remote support
- Performance optimization
- Network monitoring and optimization
- Documentation and recordkeeping
- Time management and problem-solving ability
- Communication and interpersonal skills
- Knowledge of computer hardware, software, and peripherals
- Knowledge of IT standards and protocols
- Knowledge of customer service best practices
- Automated IT systems
- Helpdesk management
- Training and mentoring
- Backup and recovery operations
- IT standard compliance
Licenses and certifications
- IT Support Professional
- Diploma in Applied Information Technology
- Networking Basics
- BTS & Microwave Installation
- Network Addressing and Basic Troubleshooting
- Network Technician
- Network Support and Security
- Introduction to Internetworking
- Networking Devices and Initial Configuration
- Introduction to Cybersecurity
- Cybersecurity Essentials
- Security Principles
Awards and achievements
- Received positive feedback and recognition from customers and managers for delivering high-quality and timely solutions.
Customer Service Advisor
Jan 2024 - Jun 2024
Tata Consultancy Services
- Provided high-quality customer service as the first point of contact for Scottish Power Energy customers.
- Handled customer inquiries, complaints, billing questions, and payment extension/service requests.
- Calmed angry callers, repaired trust, located resources for problem resolution, and designed best-option solutions.
- Interfaced daily with internal partners in accounting, field services, new business, operations, and consumer affairs divisions.
- Assisted customers in navigating the company website and encouraged the self-service options available.
- Managed a high-volume workload within a deadline-driven environment, successfully meeting or exceeding all performance goals.
- Proficient in using Genesys, UI5, and CRM software to manage customer interactions, track customer information, and provide customer service.
IT Support Specialist (Remote & Hybrid)
Oct 2019 - Sep 2023
IQvibestech
- Troubleshot and resolved user problems using various tools and methods.
- Installed, configured, and maintained user hardware and software.
- Educated and trained users on how to use and optimize their computer systems and software.
- Documented and reported user issues, solutions, and feedback.
- Collaborated with other IT staff, managers, and vendors to provide effective and efficient solutions.
- Repaired or replaced damaged hardware.
- Upgraded the entire system to enable compatible software on all computers.
- Installed and upgraded anti-virus software to ensure security at the user level.
- Performed tests and evaluations on new software and hardware.
- Established good relationships with all departments and colleagues.
- Conducted daily backup operations.
- Managed technical documentation.
IT Technician
Dec 2016 - Aug 2019
Ministry of Information
- Installed and configured computer hardware, software, systems, networks, printers, and scanners.
- Monitored and maintained computer systems and networks.
- Responded in a timely manner to service issues and requests.
- Provided technical support across the company.
- Set up accounts for new users.
- Repaired and replaced equipment as necessary.
- Tested new technology and implemented new technology solutions.
- Trained staff members on computer management.
Technical Help Desk Analyst
Jan 2015 - Oct 2016
Technaires
- Provided technical support and troubleshooting services to over 100 customers and employees via phone, email, or chat.
- Diagnosed and resolved issues related to network connectivity, hardware, software, or peripherals, such as printers, scanners, keyboards, etc.
- Escalated complex or unresolved issues to the appropriate level of support.
- Documented and tracked the status of customer requests and incidents using a ticketing system.
- Received positive feedback and recognition from customers and managers for delivering high-quality and timely solutions.
- Provided feedback and suggestions to improve the quality and efficiency of the technical support service.
Cybersecurity for Critical Urban Infrastructure (Inview)
- Jan 2024
MITx
PGD, Information Technology
- Jan 2023
National Open University
HND, E.E.E (Telecommunication)
- Jan 2014
Imo State Polytechnics