Summary
Overview
Work history
Education
Skills
Languages
Timeline
AssistantManager

John Humphrey

Chester,United Kingdom

Summary

Self-disciplined with experience in IT, customer service, and technical support. Adept at troubleshooting, diagnosing, and designing computer systems to customise client needs. Eager to enhance skills and achieve growth in the organisation. I am a productive individual with a strong objective to acquire work experience and gain knowledge from the technical support team. Enthusiastic about helping customers set up accounts and configure networks. Adaptable to challenging situations and demanding deadlines.

Overview

3
3
years of professional experience
6
6
years of post-secondary education

Work history

Technical Support Technician/Analyst

Bet9ja Store Agency, Uyo
UYO, Nigeria
10.2022 - 08.2023
  • Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
  • Troubleshot operating systems, hardware and software problems to identify root causes.
  • Used [Software] to track support tickets and document actions.
  • Established and troubleshot network and data communications systems.
  • Organised workspaces for employees with computer, monitors and associated cabling or equipment.
  • Installed new software for users and monitored version and patch update requirements.
  • Updated and improved web pages for relevancy and accuracy.
  • Scanned systems, diagnosing and correcting equipment failures and performance issues.
  • Completed investigations to check on reported errors, reproduce problems and trace faults.
  • Conducted server back-up and recovery operations in line with protocols.

Helpdesk Technical support

Ebo Gadget
Remote work
02.2020 - 06.2022
  • Developed knowledge-sharing methodologies, diagnostic tools and creative processes to improve end-user experience.
  • Maintained quality control by defining and documenting operating procedures.
  • Handled and resolved technical questions, communicating clearly to non-technical audiences for easy understanding.
  • Supported high-volume customer requests via telephone, email and web portals with professional and first-class service.
  • Escalated complex third-line issues while managing employee expectations.
  • I worked alongside the service desk to provide first- and second-line support to users deskside and remotely.
  • Built and maintained customer trust by maintaining ongoing communications until resolution.
  • Liaised with third-party agencies for successful resolution of complex issues.
  • Troubleshot and repaired Microsoft-based operating systems, networking, and IT infrastructure.
  • Set up emails, phones, and general hardware technical support capabilities.
  • Troubleshot operating systems, hardware, and software problems to identify root causes.
  • Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
  • Installed new software for users and monitored version and patch update requirements.
  • Followed technical documentation for accurate installation, maintenance, and repair work.
  • Answered user questions about hardware and software operations to help resolve problems.

Education

GCSEs -

TRINITY ACADEMY ITON ODORO
Ikono L.G.A., Akwa Ibom State, Nigeria
09.2016 - 07.2022

Bachelor of Science - Cyber Security

University of Chester
Chester
09.2023 -

Skills

  • Phone manner
  • Excel proficiency
  • [Type] debugging
  • Data entry
  • Desktop support
  • SQL
  • C, C
  • HTML coding
  • Algorithm implementation
  • Windows XP/Vista
  • Hardware diagnosis
  • Knowledgeable in Mac systems
  • Software diagnosis
  • Information security
  • Troubleshooting proficiency
  • Application support
  • Excellent time management
  • Agile
  • Active Directory
  • Testing and maintenance
  • Programme testing software
  • VPN management
  • Anti-virus infrastructure
  • Systems support
  • Microsoft Exchange
  • End-user training

Languages

English
Fluent

Timeline

Bachelor of Science - Cyber Security

University of Chester
09.2023 -

Technical Support Technician/Analyst

Bet9ja Store Agency, Uyo
10.2022 - 08.2023

Helpdesk Technical support

Ebo Gadget
02.2020 - 06.2022

GCSEs -

TRINITY ACADEMY ITON ODORO
09.2016 - 07.2022

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John Humphrey