About
Highly accomplished IT Operations and Support professional with over 4 years of experience, specializing in technical support, system administration, and IT infrastructure management. Proven ability to implement robust technology solutions, streamline operations, and enhance business functionality through expert management of IT customer service, asset management, network administration, and Microsoft 365 environments.
Work
Heirs Technologies Limited
|IT Support Engineer
Lagos State, Nigeria
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Summary
Led comprehensive IT support operations, managed critical infrastructure, and drove process improvements to ensure high system availability and user satisfaction.
Highlights
Resolved complex technical and network incidents as a primary escalation point, achieving a 97% success rate and minimizing system downtime for clients.
Led a team of three IT staff, overseeing end-to-end ITSM operations and consistently exceeding defined SLA and OLA targets for service delivery.
Proactively managed critical IT service renewals, including Microsoft 365 and cloud hosting, ensuring 100% service continuity and zero disruption.
Overhauled the IT asset register, implementing standardized tracking and compliance controls that achieved 100% asset visibility and flawless organization-wide tagging.
Managed a support ticket system, maintaining a 95% customer satisfaction rate and achieving an average resolution time of less than 24 hours.
Led IT infrastructure projects, system upgrades, and process improvement initiatives to enhance operational efficiency and reliability.
Conducted user training sessions and workshops, improving digital adoption and reducing dependency on IT Support.
Jotna Nigeria Limited
|IT Helpdesk
Lagos State, Nigeria
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Summary
Provided comprehensive technical support across three business units, optimizing IT service delivery and enhancing user satisfaction.
Highlights
Provided L1/L2 technical support across three business units, resolving hardware and software issues with a 97% success rate and maintaining a 95% customer satisfaction score.
Administered the IT Service Management (ITSM) platform, streamlining support workflows and reducing average ticket resolution time to under 24 hours.
Delivered VoIP support, including configuring and migrating over 150 phones from a traditional PABX to a digital IP telephony system.
Monitored server, network, and data center systems, proactively addressing performance issues to minimize downtime.
Performed user provisioning via Active Directory, handled email setup, data backups, and license assignments during onboarding and offboarding processes.
Installed, configured, and repaired 200+ IT devices, improving asset reliability and boosting IT operational efficiency by 20%.
Usmanu Danfodiyo University
|Network Support Engineer
Sokoto, Nigeria
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Summary
Supported and maintained campus-wide network systems, ensuring high connectivity uptime and mentoring junior IT staff.
Highlights
Supported administration and troubleshooting of campus-wide network systems, ensuring >90% connectivity uptime for 200+ endpoints across academic and administrative buildings.
Monitored server and network performance, proactively resolving issues and reducing recurring incidents by 30%.
Managed and mentored 5 IT students, providing guidance in network troubleshooting, fiber installations, and device setup.
Oseni Elamah ICT Institute
|Network Administrator (Internship)
Edo State, Nigeria
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Summary
Assisted with network administration tasks, gaining foundational experience in IT infrastructure management.
Highlights
Assisted with day-to-day network administration, troubleshooting, and maintenance tasks.
Gained practical experience in managing network systems and supporting IT infrastructure.
Education
Federal University Wukari
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Bachelor of Science
Computer Science
Grade: First Class
Certificates
Harmony Endpoint Deployment Workshop
Issued By
Check Point Software
ITIL 4 Foundation Training
Issued By
Mapp Technologies & Services LTD
Supplementary Technical Engineering Training (CompTIA N+ Track)
Issued By
i-Academy, Heirs Technologies
Certificate: Exposure Management
Issued By
XM Cyber
Certificate: Introduction to Technical Support
Issued By
IBM
Certificate: Cybersecurity Engineering
Issued By
SAP, USA
CISCO Certified Networking Associate (Training)
Issued By
NITDA Academy
Skills
Network Administration
Network Administration, LAN, Wi-Fi Network Systems (Unifi & CISCO), PRTG.
Microsoft Technologies
M365 & Office Suite Administration, Microsoft Office Suite, SharePoint, MS Intune, MS Defender XDR, MS Purview.
IT Service Management
IT Customer Service, Helpdesk System Management, IT Operational Procedures, ITSM, ManageEngine, Motadata ServiceOps.
IT Infrastructure Management
IT Asset Management, IT Licensing & Renewals, IT Procurement, Hardware & Software Support, VoIP (Fanvil & Yealink), CCTV systems.
Cloud Platforms
Google Cloud, Azure.
Security & Identity Management
IT Security & IAM Administration, XM Cyber, Sophos, Rapid7, Action1.
Enterprise Resource Planning (ERP)
SAP ERP (End-user), Converge ERP (Admin), Issabel PABX.
Technical Support
Technical Troubleshooting, Level 2 Support, L1/L2 Hardware/Software Support.
Stakeholder Engagement
Stakeholders Engagement, User Training.