Oyewo Farouk

Detail-oriented Technical Support Specialist with 4+ years of field experience in hardware diagnostics, component-level repair, and software troubleshooting across Windows and macOS environments. Capable of resolving screen, keyboard, battery, hard drive, and logic board faults while managing OS installations, virus removal, and driver conflicts. Brings additional experience in hardware procurement, market access, pre-sale device inspection, warranty assessment, inventory control, vendor negotiations, and repair documentation.

Backed by a Google IT Support Professional Certificate and a hands-on Computer Hardware & Software Engineering certification.

Technical Support Specialist - DexterPro Limited and Misa Nigeria Limited - Lagos, Nigeria

(2024-09)

• Diagnosed and resolved hardware and software faults across desktops, laptops, and peripherals, including systematic component-level troubleshooting to identify root causes.
• Installed, configured, and upgraded operating systems (Windows 10/11, macOS) and business applications, resolving OS crashes, driver conflicts, and compatibility issues.
• Performed software troubleshooting including virus/malware removal, disk partitioning, data backup and recovery, and system optimization.
• Conducted pre-sale inspection and testing of new laptops and desktops, verifying hardware integrity, OS performance, and configurations before deployment.
• Managed end-to-end IT procurement, saving costs by over 50% and improving productivity by bridging the company and vendors.
• Handled vendor negotiations, securing best deals and cutting turnaround time significantly.
• Translated complex hardware diagnoses and repair options into plain language for customers, including cost estimates and turnaround times.
• Assessed returned devices against manufacturer and store warranty guidelines to determine repair or replacement eligibility.
• Managed workshop spare parts inventory (RAM, SSDs, screens, keyboards); tracked stock and coordinated replenishment with suppliers.
• Maintained accurate repair logs and case documentation in Zendesk and Jira, ensuring audit-ready records for every device serviced.
• Set up user accounts/profiles, resolved password and access issues, and managed software license compliance.
• Oversaw IT hardware lifecycle from procurement to maintenance, keeping management in-house with minimal external service.
• Authored internal knowledge base articles, SOPs, and FAQs, reducing repeat support requests and enabling junior staff self-service.
• Reported recurring hardware/software faults to engineering with reproducible steps and process improvement recommendations.
• Provided one-on-one technical training to staff and onboarded new hires at both companies with IT setup.
• Scheduled monthly updates across all IT devices, maintaining consistently high system performance.

Technical & Customer Support Representative - DexterPro Limited - Lagos, Nigeria

(2023-10 - 2024-07)

• Delivered Tier 1 & 2 support for hardware access issues, software configuration problems, connectivity failures, and account setup.
• Diagnosed and resolved QoS issues including VPN failures, remote desktop faults, and LAN/WAN configuration problems.
• Performed end-to-end hardware procurement, ensuring cost-effectiveness through competitive pricing.
• Bridged technical and business teams, translating system requirements into procurement specifications to reduce delays.
• Performed OS- and application-level troubleshooting including reinstallation, updates, and driver conflict resolution.
• Carried out on-site installation, setup, and delivery of hardware/software, ensuring correct configuration and handover.
• Used Jira and Zendesk to log, track, and close support tickets with thorough documentation and repair history.
• Served as technical liaison between customers and engineering teams for smooth, detailed escalations.
• Produced troubleshooting guides adopted by junior staff for self-service support.
• Maintained high customer trust and retention by following all open cases through to resolution.
• Provided onboarding programs for new staff and developed a network security system for malware protection.

Technical Support Intern - Lagos Water Corporation - Lagos, Nigeria

(2021-05 - 2021-09)

• Handled customer-facing hardware and software issues, including access failures, login errors, and system interruptions.
• Documented support workflows and recurring issues to build a shared knowledge base and maintenance log.
• Escalated system-level faults to senior engineers with detailed, reproducible incident descriptions.
• Maintained repair and maintenance records, keeping device service histories accurately logged.

B.Tech - Geology - Federal University of Technology Minna (2016 - 2023) Niger State, Nigeria