Nasiru Nyenke
IT Support Officer
Abuja,Nigeria
Summary
Versatile Technical Support Officer skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
Work History
IT Technical Support Specialist
UGLYSON MEDIA
Abuja, Nigeria
03.2022 - Current
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and broadband internet.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to staff technical support needs.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
IT Services Support Specialist
LimeFlutter
Abuja, Nigeria
03.2019 - 10.2020
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
IT Administrator
Bloomrydes
Abuja, Nigeria
05.2018 - 06.2020
- Oversaw on-site IT engineer dispatch plans, creating pre-defined response scenarios for common malfunctions and service call types.
- Directed budgeting studies on current and proposed IT spending plans, determining maximally impactful business enhancements and minimizing wasteful spending.
- Developed multi-site IT execution strategies, aligning work orders at Number locations to effectively align available resources with historical service data.
- Interfaced with high-level client personnel, collecting performance feedback and integrating positive and negative evaluations into future IT policies.
- Developed and documented network policies, procedures and standards.
IT Technical Support Specialist
Accra Institute Of Technology
Accra, Ghana
07.2015 - 11.2017
- Providing technical support and assistance to faculty, staff, and students with IT-related issues.
- Troubleshooting hardware and software problems on desktops, laptops, printers, and other devices.
- Assisting users with login issues, password resets, and access permissions.
- Managing and responding to IT help desk tickets in a timely manner.
- Logging and tracking support requests and resolutions.
- Prioritizing and escalating issues as needed.
- Managing and implementing software updates and patches to ensure system security and stability.
Education
Bachelor of Science - Information Technology
Kwame Nkrumah University of Science And Technology
Ghana 02.2014 - 02.2018
Skills
Technical issues analysis
Software diagnosis
Mac systems
TCP/IP
Desktop support
Staff education and training
Network diagnostics
Videoconferencing
Account management
Windows 10
Technical Support
Application support
Issue troubleshooting
Ticket support system management
User credential management
Complaint resolution
Certification
Google IT Support Professional Certificate
Timeline
IT Technical Support Specialist
UGLYSON MEDIA
03.2022 - Current
IT Services Support Specialist
LimeFlutter
03.2019 - 10.2020
IT Administrator
Bloomrydes
05.2018 - 06.2020
IT Technical Support Specialist
Accra Institute Of Technology
07.2015 - 11.2017
Bachelor of Science - Information Technology
Kwame Nkrumah University of Science And Technology
02.2014 - 02.2018