Augustine Nwosu
Coventry
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support. Proven skill in resolving problems quickly on first call. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
7
7
years of professional experience
Work History
IT Service Desk Engineer
Cygnet Health Care
03.2022 - 12.2022
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Configured and tested new software and hardware.
- Developed and implemented preventive maintenance procedures.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Installed, configured and maintained computer systems and network connections.
IT Support Technician
CDW
09.2021 - 03.2022
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Assisted in development of system security protocols.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Managed approximately 30 incoming calls, emails and tickets per day.
Student Union President /Project Management Officer
Coventry University Students' Union
01.2020 - 07.2021
- Presided over union meetings and promoted agendas with transparent information for students
- Collaborated with union members to build diverse and inclusive board of representatives highly engaged and willing to negotiate to improve workplace.
- Partnered with workplace officials to refine and implement strategic plans while aligning workplace priorities with union core mission.
- Inspired and directed union officials to promote continued development and management of organization and establish decision-making processes to enable union to achieve long- and short-term goals and objectives.
- Supported project management team for optimal performance.
- Cultivated strong relationships with stakeholders and external partners to foster collaboration and maximize resources.
1st Line Network/System Administrator
Sterling Bank PLC
03.2016 - 11.2018
- Resolved and documented customer reported network issues via phone and e-mail.
- Assisted with implementation and support of network monitoring tools.
- Monitored networks and network devices to resolve technical problems quickly.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Monitored system performance to identify potential issues.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
Education
Master of Science - Computer Science
Coventry University
Coventry, United Kingdom01.2020
Bachelor of Science - Computer Science
Caleb University
Lagos, Nigeria10.2012
Skills
- Hardware support
- Application support
- Remote Support
- Mobile Device Management
- Incident Management
- Technical Support
- Network Administration
- User Support
Continuous Learning
- CMI Level 7 Award in Professional Consulting, September 2019
- CMI Level 7 Certificate in Strategic Management and Leadership, September 2019
- MTA 98-367 Security Fundamentals, Cybrary, September 2019
- CompTIA Network +, Cybrary, September 2019
- Technical Support Fundamentals (Coursera), November 2021
- ISC2 Candidate, ISC2, June 2024
- Microsoft 365: Administration, Linked in Learning, July 2024
- Security Operations and Administration, Linked in Learning, July 2024
Timeline
IT Service Desk Engineer
Cygnet Health Care
03.2022 - 12.2022
IT Support Technician
CDW
09.2021 - 03.2022
Student Union President /Project Management Officer
Coventry University Students' Union
01.2020 - 07.2021
1st Line Network/System Administrator
Sterling Bank PLC
03.2016 - 11.2018
Master of Science - Computer Science
Coventry University
Bachelor of Science - Computer Science
Caleb University
Similar Profiles
Pondi Ebimiewei MikePondi Ebimiewei Mike
Support worker at Cygnet Health Care OaklandsSupport worker at Cygnet Health Care Oaklands
Helen OrtonHelen Orton
Clinical team leader at Cygnet Health CareClinical team leader at Cygnet Health Care
Courtney FletcherCourtney Fletcher
Support worker at Cygnet Health CareSupport worker at Cygnet Health Care