About
Highly dedicated and certified IT Support Specialist with over 3 years of experience, adept at providing first-level technical support and resolving complex queries across diverse operating systems including Windows, Mac OS, and Linux. Proven expertise in Microsoft 365, Active Directory, and Azure administration, with a track record of achieving 95% first-call resolution rates and enhancing operational efficiency. Bilingual in English and French, I am seeking to leverage strong technical and client-facing skills to excel as a Support Specialist.
Work
Resumeefy
|Remote IT Support Specialist
N/A, N/A, Nigeria
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Summary
Provided first-level technical support for web hosting environments, resolving 95% of customer queries within 24 hours, enhancing client satisfaction and minimizing downtime.
Highlights
Achieved a 95% first-call resolution rate for customer IT support queries within 24 hours, significantly enhancing client satisfaction and minimizing operational downtime through effective remote diagnostics.
Administered and optimized Microsoft 365, Microsoft Entra ID, and Active Directory environments, managing user accounts and access controls to reduce unauthorized access incidents by 15%.
Optimized performance of Windows, Mac, and Linux (Ubuntu) systems (including NGINX and MySQL), while streamlining administrative processes using Trello and Slack, which increased team productivity by 30%.
Developed comprehensive technical documentation and user guides, and coordinated client support, reducing response times by 30% through efficient email management systems.
Education
University of Ngaoundere
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Bachelor's degree
Information and Communication Technology
Languages
English
French
Skills
System Administration
System Administration, Microsoft 365, Microsoft Azure, Microsoft Entra ID, Active Directory, User Account Management, Permissions Management, Access Controls, Server Management, Configuration, Patching, Performance Monitoring.
IT Support & Troubleshooting
IT Support, Technical Troubleshooting, Help Desk & Ticketing System, CRM Softwares, Remote Diagnostics, Hardware Troubleshooting, Software Troubleshooting, Network Troubleshooting, First-Call Resolution.
Operating Systems
Windows OS, Mac OS, Linux (Ubuntu), NGINX, MySQL.
Customer Service & Communication
Customer Service, Communication, Client Satisfaction, Issue Resolution, Client Onboarding, Technical Documentation, User Guides.
Collaboration & Project Management
Collaboration Tools, Trello, Slack, Process Streamlining, Workflow Optimization.
References
References
Available upon request