Clement Akpomedaye

I am a skilled IT professional with over 9 years of experience in technical support, helpdesk operations, systems administration, and network troubleshooting. I specialize in diagnosing and resolving complex technical issues, enhancing system performance, and delivering excellent customer service.

My experience spans supporting Windows, Linux, and Mac OS environments, working with cloud platforms like AWS and Azure, and managing ticketing systems such as Zendesk and ServiceNow. I have provided technical support for IoT devices at ecobee, developed retention strategies at TELUS, and led systems integration projects at Ericsson.

I am passionate about leveraging technology to optimize workflows, drive continuous improvement, and support business goals. I value collaboration, adaptability, and clear communication, and I am committed to delivering high-quality technical solutions that create lasting value.

Technical Support ecobee |Calgary, AB|Aug 2023 – Present

•Serve as the primary technical contact for issues such as wiring, installation, HVAC troubleshooting, access control, and connectivity problems with ecobee thermostats.

•Provide prompt online help desk support to customers, resolving technical issues promptly.

• Build rapport with customers to effectively educate and resolve their inquiries, assisting a diverse customer base, including new and end-users, HVAC professionals, and utility customers.

Customer Retention Specialist

TELUS |Calgary, AB|Mar 2022 – Jun 2023

• Design and implement retention strategies, collaborating with different departments to find effective solutions.
• Analyze customer behavior and trends, making data-driven decisions for credits.
• Managed and prioritized multiple tasks while ensuring customer satisfaction.

IT Technician

PrinterWorks West | Calgary, AB | Aug 2021- Mar 2022

• Conducted product calibrations, inspections, and adjustments for customer satisfaction.
• Identified problems with printers, scanners, and applied required fixes or escalated.
• Served as network administrator by creating accounts and managing permissions for users.
• Installed new printers, copiers, and scanners, including copier management software.

IT Desktop Support

Electronic Recycling Association | Calgary, AB | Aug 2020-Jul 2021

• Assisted with sorting computer accessories, categorizing, and repairing laptops.
• Troubleshoot computer devices and perform motherboard and RAM replacements.
• Maintained high standards and professionalism throughout volunteer work.

Technical Support Advisor

Concentrix | Calgary, AB | Jun 2020-Aug 2020

• Assisted customers with technical issues through email, live chat, and telephone.
• Reviewed support cases for accuracy and identified process improvements.
• Maintained helpdesk and performed maintenance activities between customer calls.
• Documented customer complaints and inquiries for technical documentation.
• Set up new desktop systems, configured laptops, and installed required software.

RAN/Integration Engineer

Ericsson | Lagos, Lagos | Feb 2018-Jun 2020

• Defined technical integration strategy and developed integration plans.
• Handled troubleshooting tasks for Local Area Networks, Wide Area Networks, and voice systems.
• Utilized Python for debugging and automation scripting tasks. • Installed and integrated system-oriented projects, conducting acceptance tests and handing over to customers.
• Performed installations and upgrades of various network components.
• Monitored WCDMA alarms and performance information to identify faults.

IT Engineer/Systems Engineer

Skangix Development Limited | Lagos, Lagos | Aug 2012-Jan 2017

• Configured hardware, devices, and software to set up workstations for employees.
• Patched software and installed new versions to eliminate security problems and protect data.
• Implemented security, backup, and redundancy strategies.
• Processed over 40 support requests weekly for technical assistance on a wide range of issues related to Windows.
• Completed verification and validation inspections to comply with service-level agreements.
• Designed, implemented, and deployed infrastructure systems across company networks.

Bachelor of Engineering: Computer Engineering

University of Benin | Benin City

Diploma in Computer Engineering

University of Benin | Benin City