MARTIN NWOGuU
Senior IT Analyst
Abuja,FC
Summary
Technical support professional resolving escalated user issues across Windows, Apple, and networked environments. Creates program and systems documentation while maintaining configuration databases and related processing records. Handles 20+ incident tickets per week, configures 15+ devices per month, troubleshooting, and follow-up while supporting 25+ users per month with software setup, device access, and connectivity problems. Strengthens service quality through clear communication, ticket ownership, and practical ServiceNow support.
Overview
5
5
Certifications
27
27
years of professional experience
Work History
APPLICATION PROGRAMMER
CITY OF LOS ANGELES
01.2017 - Current
- Process 5-10 ServiceNow tickets per day and route issues to the correct ITA technology group.
- Create program and systems documentation while maintaining configuration databases and related processing records.
- Write SQL queries to analyze system issues and support basic network configuration and implementation tasks.
- Update elected offices and small department PCs with monthly critical and security patches.
- Coordinate computer equipment installations, removals, modifications, and maintenance for facility and equipment-related activities.
- Perform analytic monitoring of host-based, departmental, and personal computer systems while resolving network and hardware problems.
IT Support Engineer
Department Of Transportation And Public Works
06.2024 - Current
- Reduce 91% of repeat support requests per month by documenting common fixes and clearer user guidance.
- Resolve 12 incident tickets per week for desktop, account, and connectivity issues across end users.
- Troubleshoot workstation, printer, and email issues to restore access and keep daily operations moving.
- Maintain user accounts, passwords, and mailbox access in line with internal support procedures.
- Configure desktops, laptops, and peripheral devices for new and returning staff.
- Monitor support queues and route unresolved issues to the appropriate technical team.
Senior IT Analyst
1st Century Bank
01.2018 - 05.2023
- Provisioned 89% of user accounts per month for access changes, password resets, and system onboarding.
- Resolved 15-20 incident tickets per week across desktop, account access, and network support requests.
- Supported Windows and server environments through routine troubleshooting, updates, and basic maintenance.
- Managed email and mobile sync support for staff using Office administration and remote access tools.
- Handled desk side support for hardware, printers, and workstation issues across daily user requests.
- Documented technical issues and resolutions to improve handoff quality and future troubleshooting.
SENIOR INFORMATION TECHNOLOGY SUPPORT ANALYST I
TATA CONSULTING SERVICES
03.2014 - 10.2017
- Resolved [number] incident tickets per week through timely triage and escalation of complex desk-side infrastructure issues.
- Served as the point of contact for escalated XLOS infrastructure issues, coordinating resolution with support partners and local desk-side staff.
- Maintained user accounts, directories, and security settings while supporting Active Directory Exchange and Outlook configuration across endpoints.
- Collected and analyzed network and memory utilization to support troubleshooting and guide infrastructure decisions for the office.
- Trained users on software and equipment, reinforcing standards for network use, operations, and data security.
- Managed infrastructure inventory and documentation while communicating with vendors and internal teams to resolve hardware, software, and email client issues, including VMware and ActiveSync technology support.
IT Deskside Support
PRICEWATERHOUSECOOPERS
05.1999 - 03.2014
- Reduced incident resolution time by 90% through disciplined follow-up with clients, vendors, and support teams.
- Resolved 15 incident tickets per week while prioritizing urgent support requests across a heavy workload.
- Configured, installed, and maintained PCs, printers, servers, routers, switches, modems, cabling, and internet services.
- Built customer trust by communicating clearly, negotiating priorities, and following up with clients, vendors, support partners, and staff.
- Documented and communicated network, workstation, and data security standards for staff computers and daily operations.
- Supported software upgrades, production reporting, malfunction tracking, and maintenance testing across multiple systems.
- Administered Active Directory users and objects, granted access rights, and troubleshot wireless connectivity and firm networking issues with minimal supervision.
Education
Certificate of Completion - Computer Information Systems
Los Angeles Trade Tech College
01-1995
Associate Degree - Computer Information Systems
LOS ANGELES TRADE TECHNICAL COLLEGE
01-1994
Skills
MS Office 365 administration
Outlook
Active Sync technology
Active Directory Exchange
Vmware
Office 365 migration support
PowerShell scripting
SharePoint administration
Windows Server
Microsoft Teams administration
Windows server administration
TCP/IP troubleshooting
Network configuration
SQL query writing
ServiceNow ticketing
Printer fleet support
Endpoint security management
Patch management
Incident ticket resolution
Desk side support
Help desk escalation management
User account provisioning
Hardware troubleshooting
Mobile device management
Knowledge base documentation
Change management
Root cause analysis
Certification
Certificate of Completion, Computer Information Systems
Timeline
IT Support Engineer
Department Of Transportation And Public Works
06.2024 - Current
Senior IT Analyst
1st Century Bank
01.2018 - 05.2023
APPLICATION PROGRAMMER
CITY OF LOS ANGELES
01.2017 - Current
SENIOR INFORMATION TECHNOLOGY SUPPORT ANALYST I
TATA CONSULTING SERVICES
03.2014 - 10.2017
IT Deskside Support
PRICEWATERHOUSECOOPERS
05.1999 - 03.2014
Associate Degree - Computer Information Systems
LOS ANGELES TRADE TECHNICAL COLLEGE
Certificate of Completion - Computer Information Systems
Los Angeles Trade Tech College