Artificial Neural Network
Miracle Eboh
IT Technical Support
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
Work History
IT Technical Support Specialist
Amazon
Durham
05.2021 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted with updating technical support best practices for use by team.
- Implemented Active Directory Federation Services ADFS for single-sign-on access to the Office 365 environment
- Monitored systems in operation and quickly troubleshot errors.
Desktop Support Technician
Mega Health Care
Coventry
11.2020 - 05.2021
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Worked with various systems, software and peripherals and various types of games.
- Enhanced helpdesk ticketing system, resulting in 90% reduction in support call turnaround time.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Product Support Analyst
InEvent
Remote
07.2019 - 11.2020
- Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Application Support Analyst
JUMIA
Lagos
03.2018 - 07.2019
- Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Involved in all testing procedures and wrote test cases and scenarios for development team.
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
Service Desk Team Lead
JUMIA
Lagos
02.2017 - 03.2018
- Engaged in user support interactions via telephone, chat and email platforms.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
Level 2 IT Support Engineer
Jumia
Lagos
08.2016 - 02.2017
- Served as primary point of contact for support relating to owned solutions and products.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Updated and maintained current customer support database.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
IT Technical Support Intern
Jumia
Lagos
10.2015 - 08.2016
- Replaced defective components and upgraded office equipment per technology plan.
- Worked with high-performing teams in Agile environment.
- Shadowed personnel to learn appropriate methods for solving customer issues and troubleshooting technical problems.
- Contributed to team environment by sitting in on meetings and brainstorming new ideas for issue resolution.
Customer Service Associate
Jumia
Lagos
03.2015 - 10.2015
- Developed and actualized customer service initiatives to decrease wait times.
- Informed customers about special promotions and provided detailed information for various products.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
Help Desk Assistant
Nigerian National Petroleum
Abuja
06.2014 - 01.2015
- Assessed, troubleshot and repaired various machines such as desktops, printers and sorters.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Configured hardware, devices and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
Education
Master of Science - Computer Science
Coventry University
Coventry, United Kingdom 05.2020 - 07.2021
Bachelor of Science - Computer Science
University Of Port Harcourt
Port Harcourt, Nigeria 10.2011 - 10.2015
Diploma - Cyber Security
IT Career Switch
London, United Kingdom 11.2021 - 11.2022
Skills
TCP/IP
Technical issues analysis
Mac systems
Data recovery
Software diagnosis
Desktop support
User credential management
Support scenario generation
Technical documents comprehension
Ticket support system management
Microsoft Office Specialist (MOS) Expert
Linksys
Customer service expert
Technical Support
Network diagnostics
Staff education and training
Report preparation
Complaint resolution
Sales expertise
Accomplishments
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Contributed to a reduction in operational costs of 34.8%.
- I was able to manage development of a school group software development, which I the scrum master of the project
- Best Employee in most improved award.
- Supervised team of 28 staff members.
Certification
Comptia A+
Interests
Internet of things
Timeline
Comptia A+
11-2022
Diploma - Cyber Security
IT Career Switch
11.2021 - 11.2022
CMI
07-2021
IT Technical Support Specialist
Amazon
05.2021 - Current
Desktop Support Technician
Mega Health Care
11.2020 - 05.2021
Master of Science - Computer Science
Coventry University
05.2020 - 07.2021
Product Support Analyst
InEvent
07.2019 - 11.2020
Application Support Analyst
JUMIA
03.2018 - 07.2019
Service Desk Team Lead
JUMIA
02.2017 - 03.2018
Level 2 IT Support Engineer
Jumia
08.2016 - 02.2017
IT Technical Support Intern
Jumia
10.2015 - 08.2016
Customer Service Associate
Jumia
03.2015 - 10.2015
Help Desk Assistant
Nigerian National Petroleum
06.2014 - 01.2015
Bachelor of Science - Computer Science
University Of Port Harcourt
10.2011 - 10.2015