TOBILOBA AMAIHIAN
IT Support Engineer
Lagos
Summary
Astute Administrator, Project Leader, and IT Support Officer. 5+ years of professional experience in hardware maintenance, customer support, and network infrastructure management and achieving organizational objectives. Proven track record in reducing system downtime, optimizing IT processes, and enhancing service delivery in high-pressure environments. Experienced in managing IT support for major organizations like Chevron, resolving over 50 hardware-related tickets weekly, and maintaining 99% network uptime for academic institutions. Strong problem-solving and technical skills, brilliant in monitoring policy and industry compliance, planning and IT logistics with a resultant effort to develop a fully integrated process development plan. Adept at delivering excellent customer service, with a history of achieving 98% customer satisfaction at Softcom/Eyowo. Cisco Certified Network Associate (CCNA)
Experienced with troubleshooting technical problems to ensure seamless IT operations. Utilizes diagnostic tools and customer service skills to resolve issues promptly. Knowledge of network configurations and software installations, ensuring optimized system performance.
Overview
13
13
years of professional experience
1
1
Certification
Work History
IT Support Officer
Dataflex/Chevron
08.2023 - Current
- Efficiently diagnosed and resolved hardware malfunctions for Chevron, leading to a 25% reduction in system downtime across critical departments.
- Conducted preventive maintenance on over 100 workstations for Chevron, extending the lifespan of IT equipment by 20%.
- Managed and resolved over 50 hardware-related tickets per week, ensuring timely support for Chevron staff.
- Streamlined the repair process in the hardware workshop, reducing turnaround time for equipment repairs by 30%.
- Implemented a more efficient tracking system for IT assets, improving inventory accuracy to 98% and minimizing hardware misallocation.
- Installation, configuration and deployment of Firewalls (Palo Alto, Fortinet, Cisco ASA)
IT Support Officer
Southern Nigerian Institute of Innovative Technology
05.2020 - 11.2022
- Managed and maintained the institution’s network infrastructure, achieving 99% uptime for seamless academic and administrative operations.
- Efficiently handled and closed 95% of IT support requests within the agreed Service Level Agreement (SLA) timeframes, enhancing user satisfaction.
- Successfully upgraded over 200 computer systems across various departments, improving overall performance and user experience.
- Implemented cost-effective hardware and software solutions, reducing IT operational costs by 15% over two years.
- Conducted regular training sessions on IT security and hardware troubleshooting, improving the technical skills of over 50 staff members.
Customer Support Officer
Softcom/Eyowo
01.2019 - 03.2020
- Delivered exceptional support by resolving 90% of customer inquiries and complaints during the first interaction, improving customer satisfaction.
- Managed and closed an average of 80 support tickets daily, ensuring swift resolution of issues related to the Eyowo platform.
- Consistently maintained a 98% satisfaction rating by providing timely and effective solutions to customer queries and concerns.
- Played a key role in onboarding and training over 10 new customer support team members, ensuring they met performance standards and company protocols.
National Youth Service Corp (NYSC)
OYSTESCOM, Secretariat
01.2017 - 01.2018
- Efficiently handled and processed over 1,000 citizen service requests, improving the response time for key administrative processes.
- Implemented a streamlined system for tracking and filing public records, reducing the average document processing time by 20%.
- Organized and facilitated training sessions for new NYSC members, ensuring they were well-equipped to contribute effectively to the office operations.
- Played a key role in data entry and digitization of public records, accurately maintaining and updating over 5,000 entries.
Undergraduate Internship
Nigerian National Petroleum Corporation (NNPC)
08.2015 - 10.2015
- Supported the inspection and maintenance of over 100 storage tanks, ensuring compliance with safety and operational standards.
- Contributed to the daily reconciliation of fuel distribution data, enhancing the accuracy of reporting by 15%.
- Assisted in digitizing operational records, reducing manual documentation errors by 25% and improving record-keeping efficiency.
- Collaborated with senior engineers to ensure a 98% compliance rate with industry safety regulations during fuel handling and storage processes.
Undergraduate Internship
Federal Radio Corporation of Nigeria (FRCN)
08.2013 - 10.2013
- Assisted in the routine maintenance and troubleshooting of over 20 critical broadcasting equipment, ensuring uninterrupted radio transmission.
- Contributed to data entry and management tasks, improving the accuracy of broadcast-related records by 15%.
- Worked closely with senior technicians to troubleshoot and resolve technical issues, reducing system downtime by 20%.
- Actively participated in monitoring daily broadcasts, ensuring quality standards were met across 10+ programs.
Education
B.Sc. - Computer Information System
Adeleke University
Ede, Osun State, Nigeria01-2017
West African Senior School Certificate Examination - undefined
Tunyo Comprehensive College
Lagos State, Nigeria01-2011
Skills
- Cisco Certified Network Associate (CCNA)
- Technical Support & Troubleshooting
- Network Management
- Operating system support
- System configuration
- Hardware installation
- Remote desktop support
- Wireless networking
- Incident Management (ServiceNow)
- Customer Service Excellence
- IT Asset Management
- System Upgrades & Maintenance
- Process Optimization
Certification
Cisco Certified Network Associate
Timeline
IT Support Officer
Dataflex/Chevron
08.2023 - Current
IT Support Officer
Southern Nigerian Institute of Innovative Technology
05.2020 - 11.2022
Customer Support Officer
Softcom/Eyowo
01.2019 - 03.2020
National Youth Service Corp (NYSC)
OYSTESCOM, Secretariat
01.2017 - 01.2018
Undergraduate Internship
Nigerian National Petroleum Corporation (NNPC)
08.2015 - 10.2015
Undergraduate Internship
Federal Radio Corporation of Nigeria (FRCN)
08.2013 - 10.2013
West African Senior School Certificate Examination - undefined
Tunyo Comprehensive College
B.Sc. - Computer Information System
Adeleke University