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1st Level Support ￨ Customer Service ￨ Needs Analysis / Assessment
Technical Solutions ￨ Hardware Systems Installation / Configurations ￨ Escalations
Incident Ticket Management ￨ Call Logs Analysis ￨ Trends Tracking ￨ Problem Diagnosis / Resolution
Documentation ￨ Technology Testing / Evaluation ￨ New User Account Set Up ￨ Networking Monitoring
Enthusiastic Team Player skilled in IT Support, Strategic Analysis, Problem Investigation / Resolution, and Escalation, and can work to lead Training / Development of Service Desk peers to achieve key objectives.
Top Performer who exhibits expertise in handling 1st and 2nd line support calls, analyzing and investigating challenges, implementing resourceful fixes, and escalating support calls to 2nd and 3rd level team members.
Excellent Communicator who builds and sustains synergistic relationships with senior management, IT / service desk peers, and customers, and can work both autonomously or collaboratively to meet all goals.
Ambitious Self-Starter who offers proven experience in IT operations optimization in alignment with a company s vision, value, and goals, and leads peers by example and with integrity to deliver excellence.
B.Eng., Computer Engineering (Honours Graduate) Liverpool John Moores University
A Levels 3 Subjects (Math ￨ Physics ￨ English) Pre-Campus College
West African Senior School Certificate (UK GCSE Equivalent ￨ 9 Subjects) Federal Government College
Net Consulting (2014 2016)
1st Line Support Analyst
Capitalized on the opportunity to support forward-thinking desktop IT services, including desktop PCs, laptops, PDAs, IP telephony, meeting room video conferencing, and office printing, as well as managing routine maintenance jobs and database backups which were instrumental in ensuring seamless operations.
Proactively identified critical issues and escalated as required to maximize end user IT services support.
Optimized efficiencies by analyzing user support statistics / data and recommending areas for improvement, along with strictly adhering to procedures / checklists and updating support documentation.
Supported disaster recovery efforts by performing routine backups and file archiving.
Personally met customers face-to-face to prioritize, manage, and resolve IT challenges.
Successfully worked with Windows servers and applications in a mixed OS environment.
Expertly installed and configured computer systems using wide-ranging build technologies.
Aqua Tech Solutions (2011 2014)
2nd Line Support Analyst
Played a vital role in delivering results-generating advisement, support, and practical assistance to system users via an IT service desk telephone system and remote support software tools to meet goals.
Strategically steered logging and processing of key support issues while upholding services excellence.
Delivered 1st line technical support and handled all remote administration and management of customer premises equipment, along with recording and auctioning faults as reported on PCs, servers, laptops, and mobile, as well as determining the nature of various faults and the comprehensive steps to rectify them.
Built and sustained productive operations by training and managing support engineering staff, including actively tracking, monitoring, and reporting on all help desk incidents per defined customer service levels.
Developed and managed email profiles for users.
Created and administered Microsoft Exchange email accounts.
Updated and managed IT service desk authorised users database.
Actively prioritized system and user support calls for a 2nd line support team.
Closed jobs and wrote progress and statistical reports for supervisors and managers.
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