CHARLES IKPEAMA
London
Summary
Experienced IT professional with a proven track record in providing technical support and solutions to optimize system performance and user satisfaction. Skilled in troubleshooting hardware, software, and network issues, with a focus on delivering timely and effective resolutions. Strong communicator with the ability to convey technical information clearly to both technical and non-technical stakeholders. Committed to maintaining data security and privacy standards while ensuring compliance with industry regulations. Adaptable and resourceful problem-solver who excels in fast-paced environments. Continuously seeks to expand knowledge and skills to stay abreast of emerging technologies and best practices in the IT support and cyber security field.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
Work history
IT technical support intern
IT Career Switch
London, City of London
2022.09 - 2023.06
- Protected data and systems from viruses by maintaining robust security.
- Set-up new users with IT systems and equipment, offering further support and guidance to new starters.
- Participated in weekly department meetings to provide input on new and technical processes.
- Kept company servers updated and running correctly to prevent operational disruptions.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Configured and maintained internal lab servers, workstations with relevant operating system (Windows and IOS) and group policies for smooth operations.
- Developed solutions for critical software issues, guiding customers through bug fixes and reactive maintenance.
- Use of various network administration tools to diagnose and solve network problems.
IT Support specialist
Setana Energy
Lagos, Nigeria
2017.03 - 2021.12
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
- Acted as reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents.
- Developed expertise in variety of technical disciplines including cloud services and network management.
- Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
- Offered technical expertise to contribute to 2nd and 3rd line of support.
- Delivered complete set-up assistance for networking systems, IP phone equipment and related IT gear.
- Trained new members of staff.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Carried out preventative checks and maintenance at end of customer interactions to prevent need for further support.
IT support engineer
Goel Limited
Lagos, Nigeria
2015.08 - 2017.02
- Supported various operating systems and server technologies.
- Documented as-builts for network architectures according to established processes and suggestions for work-flow improvements.
- Established and supported wireless LAN controllers and access points to provide wireless solutions with streamlined hardware.
- Installed multiple platform workstations, such as Linux, Windows, macOS, and , to test hardware and software compatibility.
- Guided and assisted users with technical issues, improving network performance and usability.
- Troubleshot system and network problems, diagnosing and solving hardware and software.
- Monitored and performed hardware and software upgrades to network servers, including operating systems and applications.
- Assisted various departments in maintaining network security and configured remote routers and firewalls.
- Performed tests on newly installed hardware and software to provide components that interface correctly with each other and network.
- Contributed planning abilities and use forecasts to development of long-term network road map.
- Optimised network operation through focused configuration and monitoring.
- Troubleshot network issues and provided rapid solutions to limit downtime.
IT support assistant
Falcongaz Limited
Lagos, Nigeria
2012.06 - 2015.07
- Adapted to shifting organisational demands and deadlines.
- Established cloud databases to protect data and reduce costs.
- Oversaw inventory and diagrams of office infrastructure.
- Managed DNS servers and administered IP addresses.
- Offered IT support during key meetings and events.
- Optimised website performance and updated Content Management Systems (CMS).
- Installed audio-visual devices, from projectors to video casting equipment.
- Harnessed Linux and MacOS knowledge to offer alternative system solutions.
- Sourced new equipment and software tools to meet organisational needs.
- Created tailored user profiles and permissions for large organisations.
Education
MSc - Cyber Security
University of Hertfordshire London
Hatfield, Hertfordshire 2022.02 - 2024.02
B.Eng - Computer Engineering
Enugu State University of Science & Tech
2004.04 - 2009.06
Skills
- Windows / IOS hardware and software
- Project Management
- Customer Support
- Desktop/Application support
- Troubleshooting Proficiency
- Scrum Master
- Problem-Solving
- Communication Skills
- Cyber Security
- Analytical Thinking
- Penetration Testing
- Cloud-Computing
- IT Risk Assessment
- Information Security Management and Compliance
Accomplishments
- Member ISC2
- NEBOSH International General Certificate in Occupational Health and Safety
- Certified Project Manager (CPM)
- Member, Institute of Project Management Professionals Nigeria, May 2013 - Present.
Timeline
IT technical support intern
IT Career Switch
2022.09 - 2023.06
MSc - Cyber Security
University of Hertfordshire London
2022.02 - 2024.02
IT Support specialist
Setana Energy
2017.03 - 2021.12
IT support engineer
Goel Limited
2015.08 - 2017.02
IT support assistant
Falcongaz Limited
2012.06 - 2015.07
B.Eng - Computer Engineering
Enugu State University of Science & Tech
2004.04 - 2009.06