Ovie Akpede

IT Support and Technical Support professional with experience supporting 100+ users across 3 branches in enterprise environments. Skilled in service desk operations, incident management, end-user support, Microsoft 365, technical troubleshooting, network support, printer deployment, and remote support. Experienced with Microsoft 365 services including Entra ID, Exchange Online, Teams, SharePoint, and OneDrive, as well as email migration from Google Workspace and IMAP to Exchange Online.

Known for resolving technical issues efficiently, with an average resolution time of approximately 20 minutes to 1 hour, while maintaining strong customer communication and SLA-focused service.

Service Desk & IT Support at WEMA BANK (2024-03 – Present)

• Support 100+ users across 3 branches, providing physical and remote technical support for hardware, software, Microsoft 365, network, and end-user issues.
• Resolve technical incidents within approximately 20 minutes to 1 hour, depending on issue complexity, by diagnosing problems and applying appropriate solutions.
• Provide remote technical support using Microsoft Quick Assist, ManageEngine, and Microsoft Teams, reducing the need for physical intervention on supported devices.
• Manage incidents and service requests through service desk channels including portal, email, and telephone, prioritizing issues according to impact and urgency.
• Install, configure, share, and troubleshoot network printers, including connecting multiple users through LAN/network-based printer access.
• Troubleshoot Microsoft 365 and network-related issues, providing clear technical guidance and timely status updates to users.
• Work within SLA requirements to drive timely incident and service-request resolution while maintaining a customer-focused support experience.

Technical Support Engineer — M365 Concierge at TEKNOWLEDGE (2023-10 – 2024-02)

• Provided technical support for Microsoft 365 services, including Entra ID, Exchange Online, Teams, SharePoint, and OneDrive.
• Supported email migrations from Google Workspace and IMAP to Exchange Online, assisting users through migration-related technical issues.
• Troubleshot Microsoft 365 service and configuration issues, identifying causes and guiding users toward appropriate resolutions.
• Guided users on security best practices to help reduce technical and security-related risks.
• Collaborated with cross-functional teams to investigate and resolve complex technical issues.
• Communicated technical solutions clearly to users, contributing to improved user satisfaction and issue resolution.

Graduate Trainee — IT Support Service Desk at TRANTER (2023-03 – 2023-05)

• Provided service desk support for desktop/laptop operating-system issues and client applications.
• Installed, configured, and troubleshot computer systems, printers, and scanners.
• Supported LAN and DHCP issues, troubleshooting connectivity problems and applying approved patches.
• Resolved technical incidents and provided status updates to users throughout the support process.
• Supported users with hardware, software, operating-system, printer, and connectivity issues.

Social Media Manager at THE WATER BROOKS CHURCH (2022-05 – 2023-02)

• Increased lead generation by 20% year-over-year through social media strategy and digital marketing activities.
• Developed and executed social media strategies across Instagram, LinkedIn, and Facebook.
• Created engaging content and managed paid advertising campaigns.
• Supported consistent monthly audience and follower growth through content planning and engagement.

Administrative Assistant — NYSC at NIGERIA MARITIME ADMINISTRATION AND SAFETY AGENCY (NIMASA) (2020-11 – 2021-11)

• Supported the Revenue Department with administrative and departmental activities.
• Dispatched official memos and supported departmental communication.
• Assisted guests and supported meetings and general office operations.

HND in Computer Science – Auchi Federal Polytechnic (2017 – 2019)

OND in Computer Science – Auchi Federal Polytechnic (2013 – 2015)