About
Certified Computer Scientist with 4+ years of hands-on experience in ICT management, specializing in technical and customer support across diverse platforms. Proven ability to resolve complex hardware, software, and network issues, enhance data-driven strategies, and lead teams to exceed performance targets. Adept at leveraging strong analytical and communication skills to drive operational efficiency and ensure high customer satisfaction in fast-paced technology environments.
Work
Africa and USA Market
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Summary
Currently providing comprehensive Tier 1 customer and technical support across multiple channels, leading data analysis initiatives, and driving lead generation efforts for diverse markets.
Highlights
Resolved customer inquiries across multiple channels (phone, email, chat, ticketing systems), delivering first-level troubleshooting for hardware, software, and service-related issues.
Streamlined issue resolution by meticulously documenting interactions, adhering to workflows, and escalating complex cases to higher-tier support.
Improved ticket resolution times by guiding users through effective troubleshooting steps, ensuring timely issue closure and enhanced customer satisfaction.
Led a team in collecting, analyzing, and managing price data for various products, ensuring pricing strategies remained current with market trends.
Identified critical pricing trends, discrepancies, and opportunities for strategic price adjustments by leveraging advanced Excel analysis.
Exceeded conversion targets by proactively engaging clients to brand vehicles and update particulars, driving significant business growth and brand presence.
Provided timely and efficient customer support across diverse online channels (phone, email, Teams, Slack, live chat), resolving inquiries promptly.
Improved customer product adoption and satisfaction through comprehensive education on features, functionalities, and usage.
Europe, Middle East, and Africa
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Summary
Provided specialized technical support for ERP applications (Dynamics 365 Business Central) to clients across the EMEA region, focusing on problem resolution, collaboration, and user training.
Highlights
Resolved complex ERP application issues for EMEA clients across multiple channels (phone, email, chat), ensuring comprehensive problem diagnosis and resolution.
Collaborated effectively with cross-functional engineering and product development teams to address complex customer issues and identify recurring technical challenges.
Conducted in-depth software and hardware troubleshooting, utilizing targeted questioning to pinpoint root causes of client-reported problems.
Identified and escalated critical software bugs and feature requests, contributing to recurring issue resolution and system improvements.
Developed and delivered clear written and verbal instructions for ERP system installations and complex problem-solving, enhancing user self-sufficiency.
Yaba, Lagos State, Nigeria
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Summary
Managed comprehensive IT infrastructure and support, including hardware, software, and network systems, while also contributing to operational logistics and digital presence.
Highlights
Managed the full lifecycle of IT hardware and software (Windows, Mac OS, network devices, printers), ensuring optimal performance and uptime for organizational assets.
Optimized logistics by prioritizing and tracking fleet locations across 6 geo-political zones in Nigeria using geo-fencing software, improving operational efficiency.
Ensured high availability of organizational laptops and desktops through proactive maintenance, software updates, hardware replacements, and comprehensive antivirus management.
Developed and maintained analytical repair and maintenance logs for fleets using Excel, providing data-driven insights for future operational planning.
Created engaging graphic content for social media and the company website, enhancing online presence and brand visibility.
Diagnosed and resolved complex technological problems, proactively identifying and implementing solutions to prevent recurring organizational issues.
Managed daily operations for over 50 field drivers, optimizing communication and ensuring efficient task completion.
Streamlined internal communications by managing the creation and replacement of Close User Group (CUG) lines for all staff.
Nigeria, Nigeria
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Summary
Provided critical network operations center (NOC) support, including preliminary investigations, troubleshooting, and monitoring to ensure high network uptime and visibility.
Highlights
Served as primary contact for preliminary investigation of wireless equipment issues in server rooms across multiple hub-sites.
Troubleshot and resolved link downtime issues for enterprise networks and base stations across 36 Nigerian states, minimizing service interruptions.
Achieved and maintained 98% uplink reliability for wireless connections across Airtel's enterprise network.
Generated and resolved support tickets, contributing to efficient issue tracking and resolution.
Ensured continuous enterprise network visibility and runtime through diligent monitoring using OWS and other network management software.
Education
Gombe State University
Bachelors of Science
Computer Science
Languages
English
Certificates
ITIL 4 Foundation Certificate in IT Service Management
Issued By
Cloud Academy
Copilot for Support (DfM/DfC)
Customer Scenario Guide
IT Support Specialist
Issued By
Coursera
System Administration and IT Infrastructure Service
IT Security: Defense against the digital dark art
The Bits and Bytes of Computer Networking
Operating Systems and You: Becoming a Power User
Technical Support Fundamentals
Diploma in Computer Application, Networking and Maintenance
Google Digital Skills for Africa
Issued By
Skills
Technical Support & Troubleshooting
Tier 1 & 2 Support, Hardware Troubleshooting, Software Troubleshooting, Network Troubleshooting, Mac OS, Windows OS, Mobile Device Support, ERP Systems (Dynamics 365 Business Central), Root Cause Analysis, System Administration, Network Security, ICT Service Management.
Customer Service & Communication
Customer Inquiries, Issue Resolution, Client Engagement, Professionalism, Empathy, Technical Communication (Verbal & Written), Customer Education, Stakeholder Management.
Data Analysis & Management
Price Data Collection, Price Data Analysis, Market Information, Trend Identification, Excel, Data Capture, Reporting.
IT Operations & Infrastructure
Installation & Maintenance, Software Updates, Antivirus Management, Network Devices, Printers, Geo-fencing Software, NOC Support, Wireless Equipment, Network Monitoring (OWS), IT Infrastructure Service.
Project & Team Leadership
Team Leadership, Cross-functional Collaboration, Workflow Management, Process Improvement, Lead Generation, Branding, KPI Tracking, Training New Team Members.
Software & Tools
Google Workspace, Slack, Microsoft Office Suite, Jira IT Service Desk, ERP Software, Microsoft Dynamics 365, Excel, Geo-fencing Applications, OWS.
Interests
Hobbies
Reading, Working out, Travelling, Networking and meeting people.
References
References
Available upon request.