IT Support Specialist - Listacc Limited - Ebonyi, Nigeria (Hybrid)
(2020-02 - 2026-05)
A SaaS company focused on digital solutions
- Implemented advanced ticketing system using Zendesk, improving issue resolution time by 25%.
- Collaborated with cross-functional teams to enhance IT service quality, resulting in a 20% increase in client satisfaction scores.
- Conducted in-depth troubleshooting of hardware/software issues, achieving a 95% first-call resolution rate.
- Designed effective support documentation, reducing repeat inquiries by 30%.
- Developed and led training sessions on new software tools, increasing team productivity by 15%.
Technical Support Engineer - Laptop Realm - Lagos, Nigeria
(2023-01 - 2023-08)
A retailer with a physical and online platform for sale and support for computer products and accessories.
- Enhanced system performance monitoring systems, resulting in a 32% reduction in critical alerts.
- Collaborated effectively with IT developers to pre-emptively address software issues, decreasing bug reports by 28%.
- Facilitated improvements in IT asset management, improving inventory accuracy from 70% to 95%.
- Managed an array of network devices, ensuring optimal operational efficiency and reducing operational costs.
- Led onboarding sessions for new users, resulting in a smoother transition and less reported issues within the first month.
Technical Support Engineer - Independent National Electoral Commission - Ebonyi, Nigeria
(2018-10 - 2019-01)
Nigeria's Electoral Commission
- Configuration of Smart Card Readers, including white-listing and voters application configuration for the 2019 Nigerian general election.
- Public Sensitization program and advocacy program in rural and urban areas of Ebonyi state.
- Checked voters eligibility status using Smart Card Readers for the elections.
- Coordinated training of corps member across the local government area on the use of the SCRs.
- Applied animation techniques to create dynamic visual elements.
