IKEMDI IHEBUZOR
5, Adeleye Close, Ago-Palace, Isolo, Lagos
Summary
Highly-skilled technical professional prepared to provide exceptional technical support and troubleshooting. Proven ability to manage and resolve complex technical issues with focus on enhancing user satisfaction. Strong emphasis on team collaboration and adapting to evolving technological needs, leveraging problem-solving and communication skills to drive results.
Overview
17
17
years of professional experience
Work History
Technology Support Specialist
United Parcel Service, UPS
04.2021 - Current
- Streamlined IT processes for increased efficiency and reduced downtime.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Collaborated with cross-functional teams to develop and implement IT solutions.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi and cellular.
- Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues.
- Conducted regular reviews of existing infrastructure components seeking opportunities for improvements or consolidation where appropriate.
- Participated in disaster recovery planning efforts, enabling quick restoration of critical services following unforeseen events.
- Optimized network infrastructure, resulting in improved connectivity and user satisfaction.
- Implemented security measures to protect sensitive data and prevent unauthorized access or breaches.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Developed and implemented preventive maintenance procedures.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
- Leveraged monitoring tools to proactively identify potential system challenges before they escalated into major incidents.
Technology Support Technician
United Parcel Service, UPS
05.2017 - 04.2021
- Coordinated efforts with vendors for timely delivery of replacement parts or services, minimizing disruption to end users'' work routines.
- Expedited issue resolution with thorough diagnostic testing methods before escalating problems to higher-level support staff.
- Mentored junior technicians, fostering professional growth and knowledge sharing within the team.
- Reduced downtime by proactively identifying potential issues and implementing preventive measures.
- Facilitated smooth hardware migrations by carefully planning and executing each step in the process.
- Established a strong rapport with clients, leading to high levels of customer satisfaction and repeat business.
- Boosted help desk efficiency, implementing ticketing systems that streamlined communication between technicians and endusers.
- Increased user adoption of new technologies through tailored training sessions designed for different learning styles.
- Managed inventory of technology equipment, ensuring all resources were available when needed for repairs or upgrades.
- Stayed current on industry trends, enabling informed decision-making when recommending solutions to clients'' needs.
- Assisted in the successful rollout of new systems and applications by providing user training and support materials.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Intern IT Officer
Nosak Group
03.2008 - 02.2009
- Coordinated with vendors during hardware/software procurement process ensuring compatibility and smooth integration into existing infrastructure.
- Streamlined IT support processes for quicker response times and increased user satisfaction.
- Provided comprehensive technical support to end-users, ensuring minimal downtime and swift issue resolution.
- Contributed to the selection and implementation of new hardware and software solutions that aligned with organizational goals.
- Maintained up-to-date documentation on network infrastructure, facilitating faster troubleshooting and resolution of issues.
- Enhanced network security by implementing regular updates and monitoring software vulnerabilities.
- Collaborated with cross-functional teams to implement new systems and ensure seamless integration.
Education
Bachelor of Science - Computer Science
University of Nigeria
Nsukka, Enugu State, Nigeria10-2015
Skills
- Hardware maintenance
- Application support
- Application installations
- Desktop support
- Technical issues analysis
- Problem-solving abilities
- Multitasking
- Network support
- Remote Support
- Active Directory
- Time management abilities
- User credential management
Timeline
Technology Support Specialist
United Parcel Service, UPS
04.2021 - Current
Technology Support Technician
United Parcel Service, UPS
05.2017 - 04.2021
Intern IT Officer
Nosak Group
03.2008 - 02.2009
Bachelor of Science - Computer Science
University of Nigeria
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