FESTUS AGU
IT Specialist
Asaba,Nigeria
Summary
Innovative IT Business Support with over 8 years of successful experience in Hardware, Software, Networking, and IT service delivery. Recognized with consistency for excellent performance and contributing to success of IT Business Office Support in the Banking Industry. Strength in Customer Support and customer relationship backed by training in Computer Science and Information Technology. Experienced Team Lead in IT Support. Excellent reputation for resolving problems and improving customer satisfaction with a prove of written Recommendation from previous Employers.
Overview
12
12
years of professional experience
10
10
years of post-secondary education
8
8
Certifications
Work History
TEAM LEAD, IT BUSINESS OFFICE SUPPORT
C-CHARLS RESOURCE/UNIONBANK PLC
Asaba, Nigeria
12.2021 - Current
- Training, coordinating, and directing IT team members within 2 regions and reporting all IT activities to Head IT Business office Support.
- Participating in continuous improvement of IT Team by generating suggestions, engaging in problem-solving activities to support teamwork.
- Using Microsoft Word and other software tools to create documents for effective work delivery. Creating spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Developing team communications and information for meetings.
- Creating help desk tickets, troubleshooting and resolving of IT issues.
- Resolving of Hardware, Software, Networks and System Related issues using effective troubleshooting techniques.
- Delivering onsite technical support for Numbers employees across different Branches.
IT Field Support Technician
TRANTER IT SERVICE LIMITED
Delta, Nigeria
10.2014 - 12.2021
- Resolving of Hardware, Software, Networks and System Related issues using effective troubleshooting techniques.
- Delivering onsite technical support for Numbers employees across different Branches.
- Providing Tier 1 IT support to non-technical internal users through Help-desk support system.
- End-user troubleshooting and desktop support on Windows Servers and Operating systems.
- Using Manage Engine ticketing systems to manage and process support actions and requests.
- Resolving diverse range of technical issues across multiple systems and applications for customers and end-users across Branches.
- Patching of software’s and installing new versions to eliminate security problems and protect data.
- Providing on-call support for critical IT issues related to Software and System.
- Removing malware, ransomware and other threats from laptops and desktop systems.
IT REGIONAL SUPPORT OFFICER
PHILIPS OUTSOURCING
Asaba, Nigeria
04.2013 - 10.2014
- Actively listening to over 30 customers' requests, confirming full understanding before addressing concerns.
- Used Microsoft package and other software's for daily, weekly and monthly reporting.
- Working with customers to understand needs and provide excellent service.
- Actively listening to customers, handling concerns quickly and escalating major issues to supervisor.
- Offering friendly and efficient service to all customers, handling challenging situations with ease.
Class Teacher
NEW ERA COLLEGE BIOLOGY TEACHER/NYSC
Benin City, ED
03.2012 - 02.2013
- Assessed submitted class assignments, determined grades and reviewed work with struggling students to boost success chance
- Incorporating exciting and engaging activities to reinforce student participation and hands-on learning
- Working cooperatively with other teachers, administrators and parents to help students reach learning objectives in Area of study
- Implemented new research technologies into classroom, boosting student understanding of subject matter 60%
- Used tests, quizzes and other assignments to gauge students' learning and determine understanding of course materials
- Assessed student comprehension through regular quizzes, tests and assignments
- Sat in on classes of fellow teaching professionals to learn innovative methods for dispensing information to students
- Kept classroom environments consistent and focused on learning by establishing and enforcing clear objectives
Industrial Training IT Student
POWER HOLDINGS PLC/INDUSTRIAL ATTACHMENT BENIN
Benin, EDO
02.2008 - 11.2009
- Maintaining and monitoring of server room, wireless network and other server infrastructure, keeping systems running effectively and efficiently
- Configuring hardware, devices and software to set up workstations for employees
- Respond to support requests from end users.
Education
POST GRADUATE DIPLOMA (PGD) - Information Technology
OPEN UNIVERSITY oF NIGERIA
Nigeria 02.2015 - 09.2019
HIGHER NATIONAL DIPLOMA (HND) - COMPUTER SCIENCE
OUR SAVIOURINSTITUTE oF SCIENCE AGRICULTURE AND TECHNOLOGY ENUGU
Nigeria 03.2009 - 11.2011
NATIONAL DIPLOMA (OND) - COMPUTER SCIENCE
OUR SAVIOUR INSTITUTEOF SCIENCE AGRICULTURE AND TECHNOLOGY ENUGU
Nigeria 01.2006 - 10.2008
Skills
Onsite Customer Supportundefined
Certification
Information Technology Infrastructural Library (ITIL), EXIN.
Timeline
Cognitive Class Certification in AI Building Chatbots.
02-2022
TEAM LEAD, IT BUSINESS OFFICE SUPPORT
C-CHARLS RESOURCE/UNIONBANK PLC
12.2021 - Current
ISO/IEC 27001 Information Security Associate.
08-2021
Microsoft Azure Fundamentals A-z 900.
09-2020
Network Security Associate (NSE 1 and NSE 2) Certification.
06-2020
Certification of Information Security Awareness
06-2019
Certification in Customer Service.
05-2019
Information Technology Infrastructural Library (ITIL), EXIN.
06-2015
POST GRADUATE DIPLOMA (PGD) - Information Technology
OPEN UNIVERSITY oF NIGERIA
02.2015 - 09.2019
IT Field Support Technician
TRANTER IT SERVICE LIMITED
10.2014 - 12.2021
IT REGIONAL SUPPORT OFFICER
PHILIPS OUTSOURCING
04.2013 - 10.2014
Class Teacher
NEW ERA COLLEGE BIOLOGY TEACHER/NYSC
03.2012 - 02.2013
Certificate of Honor in Computer Networking.
02-2012
HIGHER NATIONAL DIPLOMA (HND) - COMPUTER SCIENCE
OUR SAVIOURINSTITUTE oF SCIENCE AGRICULTURE AND TECHNOLOGY ENUGU
03.2009 - 11.2011
Industrial Training IT Student
POWER HOLDINGS PLC/INDUSTRIAL ATTACHMENT BENIN
02.2008 - 11.2009
NATIONAL DIPLOMA (OND) - COMPUTER SCIENCE
OUR SAVIOUR INSTITUTEOF SCIENCE AGRICULTURE AND TECHNOLOGY ENUGU
01.2006 - 10.2008
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