Ehis Otubor
Charlottetown
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
6
6
years of professional experience
Work History
IT Service Desk Analyst
Buchanan Technologies
11.2023 - 01.2024
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end users.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Spearheaded software upgrades and hardware replacements for improved system functionality across departments in UPEI
Azure Identity Technical Support Engineer L1
Tek Experts
03.2021 - 09.2023
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Streamlined support processes for increased efficiency and reduced response times.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Assisted in the development of new support tools, streamlining issue resolution processes across the organization.
Customer Service Representative
Aswaaq Al Mizhar
01.2018 - 01.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Associate of Science - CompTIA A+
IBM
Online09.2023
Associate of Science - CRM
Salesforce
Online 06.2023
Associate of Science - Azure Fundamentals Az900
Cousera
Online03.2023
Associate of Science - Project Management
Project Management
Online01.2022
Associate of Science - Computer Science
Auchi Polytechnic
Edo State, NigeriaSkills
- Hardware Support
- LAN/WAN
- Software Support
- Customer Service
- Critical Thinking
- Conflict Resolution
- Technical Troubleshooting
- Verbal and written communication
- Problem Solving
- Ticketing System Proficiency
- Team Collaboration
- Complaint Resolution
Accomplishments
Salvation Army Church - Volunteering in warehouse, shelter food bank through sorting and packing items, stocking shelves and serving meals.
Additional Information
Best staff of the month 2014
Timeline
IT Service Desk Analyst
Buchanan Technologies
11.2023 - 01.2024
Azure Identity Technical Support Engineer L1
Tek Experts
03.2021 - 09.2023
Customer Service Representative
Aswaaq Al Mizhar
01.2018 - 01.2020
Associate of Science - CompTIA A+
IBM
Associate of Science - CRM
Salesforce
Associate of Science - Azure Fundamentals Az900
Cousera
Associate of Science - Project Management
Project Management
Associate of Science - Computer Science
Auchi Polytechnic
Similar Profiles
Julio SernaJulio Serna
Mid-Level - Desktop Support at Buchanan TechnologiesMid-Level - Desktop Support at Buchanan Technologies
Suprit NainSuprit Nain
Technical Sales Representative at Buchanan TechnologiesTechnical Sales Representative at Buchanan Technologies
Rishank MaggonRishank Maggon
Service Desk Analyst at Buchanan TechnologiesService Desk Analyst at Buchanan Technologies