SAMUEL EHIS
IT SUPPORT
Egbeda,Lagos.
Summary
IT support technician, skilled in customer service and ticketing system. Seeking to provide efficient customer service delivery and good product rating at Tek Experts. At Renmoney, cut down costs, provide efficient process improvements with automation and managed contact center applications for increased sales.
Overview
4
4
Certifications
11
11
years of post-secondary education
5
5
years of professional experience
Work History
Technical Support Engineer
Tek Experts
Oniru V.I, Lagos
09.2020 - Current
- Troubleshooting and providing advanced technical remote support to Microsoft Dynamic 365 products and partners within the North America region.
- Resolving complex technical cases in a timely and efficient manner, using advanced technical knowledge and applying the CARE model customer service experience.
- Owning and overseeing escalated support cases and requests to resolution and ensure tickets are updated with accurate notes daily.
- Collaborate with SME’s and Senior Engineers to develop customer support and problem resolution processes to provide more efficient, better partner/customer support.
- Ensure tickets are responded to and resolved within Service Level Agreements for each customer.
- Collaborate with Microsoft Engineers around cases currently in an escalated state and drive continuous communications around updates and information that may affect the team.
- Provide team mentorship and Escalation assistance to team members.
- Document technical work and research in a detailed and comprehensive manner.
- Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.
IT User Support & M365 Administrator
Renmoney MFB Limited
Ikoyi, Lagos
04.2019 - 09.2020
- Provided complete IT technical support services and assisted global management teams to ensure efficient business processes
- Provided IT support services for both PC and mobile to all staff across all branches and service centers.
- Configure hardware, manage Azure AD; Office 365 set up and software installations on workstations for new user.
- Established process improvement strategies which drove positive changes and resulted in 100% IT incident remedy rate
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Lead support team in purchase and configurations of remote work tools during covid-19 pandemic lockdown.
- Launched and managed automated service ticketing system to track and deliver support services with over 1000 support requests received for technical assistance.
- Conducted IT Services training for over 78 new employees
- Train staff quarterly on IT best practices, new applications and routine security measures.
- Assisted network team in monitoring (On-Prem and Cloud) network servers, perform preventive maintenance duties on I.T equipments and update work tools on SharePoint inventory.
- Respond to support requests from end users and patiently walk individuals through basic troubleshooting tasks and resolve challenges onsite or remotely.
Technical Support/Project Support Analyst
Palmacedar Limited
Yaba, Lagos
01.2018 - 04.2019
- Provided IT support services, troubleshooting and system operation to clients
- Installed, serviced and upgraded over 200 windows computers and approximately 30 Mac powered computers
- Responsible for coding, creative design and layout of client's websites and manage social media accounts.
- Diagnosed hardware and software faults and proffer solutions to technical problems.
- Prepare reports and other work assessment documents.
- Worked with project supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Boosted network, system and data availability and integrity through preventative maintenance and upgrades.
- Provided on-site support to systems ranging from Windows/Mac PC to Windows Server.
IT Engineer
Denils Technology
Auchi, Edo
03.2016 - 11.2017
- Responsible for Software installations, configurations, firmware upgrades, troubleshooting, repair and maintenance of hardware and Operating systems for external clients.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Oversaw development and maintenance of organization computer systems and intranet.
- Monitored social media and online sources for sales increase.
- Wrote instruction manuals and technical guidance for preventive maintenance of PC and mobile devices.
- Provided technical support in both on-site and telephone consultations.
Education
Higher National Diploma - Computer Science
Auchi Polytechnic
Auchi 10.2015 - 12.2017
National Diploma - Computer Science
Auchi Polytechnic
Auchi, Edo 10.2010 - 12.2012
Secondary School Leaving Certificate -
Prudence Comprehensive High School
01.2002 - 08.2008
Skills
Microsoft 365 & Dynamics 365
Staff education and trainingRemote Technical Support
Troubleshooting and Diagnostics
Problem resolution and delivering results
After-sales support
Software and Hardware Support
Windows server and Active Directory
IT Infrastructure Planning
Customer service expert
Desktop support
Application support
Mac systems
Cloud services
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
IT service Management Certificate (ITIL V4)
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Google IT Support Professional certificate (In View)
05-2021
Mini-MBA - Tekedia Institute (In-View)
05-2021
Technical Support Engineer
Tek Experts
09.2020 - Current
Certified IT Helpdesk Professional – Udemy
01-2020
IT service Management Certificate (ITIL V4)
08-2019
IT User Support & M365 Administrator
Renmoney MFB Limited
04.2019 - 09.2020
Technical Support/Project Support Analyst
Palmacedar Limited
01.2018 - 04.2019
IT Engineer
Denils Technology
03.2016 - 11.2017
Higher National Diploma - Computer Science
Auchi Polytechnic
10.2015 - 12.2017
National Diploma - Computer Science
Auchi Polytechnic
10.2010 - 12.2012
Secondary School Leaving Certificate -
Prudence Comprehensive High School
01.2002 - 08.2008