Summary
Overview
Work History
Education
Skills
Certification
Timeline
Receptionist
Nelson Nelson

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

Networkundefined

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

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Nelson NelsonIT Support Specialist