Football
Richard Frank
Technical Support Specialist
Abuja, FCT,FC
Summary
Proven IT Support Specialist from Digital Bridge Institute, adept in software installation and client relationship building. Enhanced system efficiency and reduced downtime by implementing innovative troubleshooting solutions. Excelled in a collaborative environment, significantly improving IT support delivery. Skilled in network administration and customer service, ensuring optimal system performance and user satisfaction. Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
IT Support Specialist
Digital Bridge Institute
Abuja, FCT, Nigeria, Federal Capital Territory
09.2021 - Current
- Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
- Participated in after-hours on-call rotations providing continuous coverage for urgent technical matters affecting the organization.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Updated software to safeguard against security flaws.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Improved response times by creating a knowledge base of common issues and resolutions accessible to all support staff.
- Collaborated with cross-functional teams to ensure seamless IT support during major company initiatives.
- Optimized network performance with regular maintenance checks, software updates, and hardware upgrades.
- Answered questions and provided information to customers about new software or hardware.
- 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.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured and tested new software and hardware.
- Installed and configured operating systems and applications.
- Tested new software and hardware prior to deployment.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Helped streamline repair processes and update procedures for support action consistency.
- Developed and implemented preventive maintenance procedures.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Offered assistance in implementing and developing training programs.
- Assisted in development of system security protocols.
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
Client Service Representative
Digital Bridge Institute
FCT, Abuja
10.2018 - 09.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Organized relevant documentation for each client interaction, ensuring thorough understanding of client needs and facilitating seamless handoffs between team members.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by team.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Maintain and update client email database.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Increased customer retention rates through personalized follow-ups and timely resolution of concerns.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Participated in ongoing training sessions to stay current on industry trends and best practices.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
Education
Bachelor of Science - Electrical Engineering
Heritage Polytechnic
Akwa Ibom State 09.2011 - 08.2015
Skills
Software Installation
undefinedCertification
IT Security: Defense against the digital dark arts
Interests
Timeline
IT Security: Defense against the digital dark arts
07-2024
IT Support Specialist
Digital Bridge Institute
09.2021 - Current
Client Service Representative
Digital Bridge Institute
10.2018 - 09.2021
Bachelor of Science - Electrical Engineering
Heritage Polytechnic
09.2011 - 08.2015
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