Joy Ezeani

IT Help Desk Technician with 5+ years of hands-on experience supporting diverse users in both educational and corporate environments. Skilled in troubleshooting hardware, software, and network issues, managing service tickets, and delivering clear, patient technical support to users with varying levels of technical knowledge. Known for strong communication, problem-solving, and the ability to stay calm under pressure. Currently supporting clients in a web‑services company, providing front-line technical assistance for website hosting, CMS platforms, email configurations, and general IT issues. Passionate about improving user experience, reducing downtime, and maintaining reliable IT operations.

IT Support Technician at Sulphil Tech Hub (2023-01 – Present)

Provide daily technical support to clients using the company's website hosting and management services.

• Resolve support tickets involving account access, website downtime, plugin conflicts, browser issues, and performance concerns
• Collaborate with developers and system administrators to escalate complex issues and ensure timely resolution
• Maintain detailed documentation of recurring issues, solutions, and best practices to improve team efficiency
• Deliver remote support to clients using tools such as TeamViewer, guiding them through technical steps clearly and patiently
• Contribute to improving internal processes by identifying gaps in support workflows and recommending enhancements

IT Help Desk at Cotonou International School (2020-01 – 2024-01)

Provided on-site technical support to teachers, staff, and students across classrooms, labs, and administrative offices.

• Installed, configured, and maintained desktops, laptops, printers, projectors, smart boards, and classroom technology
• Supported school-wide systems including student information systems, learning management platforms, and exam software
• Managed user accounts, password resets, and permissions through Active Directory and Office 365
• Troubleshot network connectivity issues, Wi‑Fi access problems, and device authentication errors
• Delivered one-on-one and group training sessions to help staff use new software and classroom tools effectively

Volunteer at Bow Valley College

Supported students and visitors by answering questions, providing directions, and offering front‑line assistance during campus events and activities.

• Strengthened customer service skills by engaging with diverse individuals, resolving concerns, and ensuring a positive experience for all visitors
• Assisted with basic IT‑related tasks such as device setup, login support, and troubleshooting simple technical issues for students/staff during events
• Collaborated with staff to maintain an organized, welcoming environment and improve service flow during busy periods

Diploma in Information Technology Systems – Bow Valley College (2026)

BSc in International Relations – ECOTES (2019)