Nelson Nelson
IT Support Specialist
Lagos,Lagos
Summary
Proficient IT Support Specialist thrives setting up and maintaining stations, training users and supporting pivotal process improvements to Microsoft systems and software. Well-versed knowledge of up-to-date business practices, IT standards and government regulations. Self-motivated approach to monitoring and resolving troublesome IT issues. Expert collaboration with technical support to continuously improve tools and resources.
Overview
3
3
Certifications
3
3
years of post-secondary education
2
2
years of professional experience
Work History
IT Support Specialist
FEPMOT NIGERIA LIMITED
Lagos, Lagos State
04.2019 - Current
- Receive help tickets from users and delegated tasks to appropriate departmental personnel.
- Provide on-phone and online support for users of extended campus communication network to facilitate effective operation of IT resources.
- Deliver troubleshooting solutions to departments and console operators experiencing difficulties with software, hardware, and network connectivity.
- Implement improved assessment and analytical techniques for further achievement of identified departmental goals.
- Increased Operational speed and efficiency by 20%.
- Applied best security practice in file handling and general system administration.
- Trained non-IT staff to understand use industry-related applications for operational tasks.
- Reduced operational cost by 10.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Delivered onsite technical support for two employees.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Fielded average of ten inbound phone calls to deliver effective support and remotely resolve service issues.
- Upsold products and services to increase company revenue by 20% beyond two months targets.
- Processed over seven support requests weekly for technical assistance on wide range of issues related to outlook and quickbooks Software.
Technical Support Engineer
Dice devices limited
Lagos, Lagos State
10.2017 - 04.2018
- Developed technical designs for customers, consultants and contractors.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Configured hardware, devices and software to set up work stations for employees.
- Built application platform foundation to support migration from client-server product lines to enterprise architectures and services.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Aligned office departments and increased inter-department communication and data sharing.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Upsold products and services to increase company revenue by 15% beyond 6 weeks targets.
Education
Bachelor of Science - Computer Science
ESM University - Benin Republic
Portnovo, Benin 09.2014 - 09.2017
Skills
NetworkPersonnelSafetySystem administrationPhoneTroubleshooting
Software diagnosis
Desktop support
Technical issues analysis
Microsoft Office Specialist (MOS) Expert
Technical documents comprehension
TCP/IP
Data recovery
Certification
GOOGLE IT SUPPORT PROFESSIONAL CERTIFICATE, Coursera, Jan - Feb 2021
Timeline
IT Support Specialist
FEPMOT NIGERIA LIMITED
04.2019 - Current
Technical Support Engineer
Dice devices limited
10.2017 - 04.2018
Bachelor of Science - Computer Science
ESM University - Benin Republic
09.2014 - 09.2017