Highly skilled and customer-focused IT Support Engineer with 5 years of

experience in providing exceptional technical assistance to a diverse user base. Proficient in diagnosing and resolving complex hardware, software, and networking issues to optimize system performance and user satisfaction. Adept at delivering comprehensive IT solutions through meticulous problem-solving and a deep understanding of technology trends. Strong communication and interpersonal abilities enable seamless collaboration with end-users and cross- functional teams. Seeking to leverage proven expertise in IT support to contribute to the success of a dynamic organization.

Work History

2022-03 -

Current

IT Support Specialist

Shell Houston, TX - Contract

• Developed and tested new product offerings prior to release to assist development team in bug identification

• Translated complex technical issues into digestible language for non-technical users

• Determined hardware and network system issues using proactive troubleshooting techniques

• Configured hardware and granted system permissions to new employees

• Wrote and reviewed tickets to request maintenance to various types of equipment

• Created help desk tickets, troubleshot and resolved desktop issues

• Managed backup and recovery of data assets to safeguard system availability

• Used ticketing systems to manage and process support actions and requests

• Prepared new computers and mobile devices according to internal policies on standardized software and security deployments

• Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process

• Assigned system permissions and set up computers to assist with onboarding new employees.

2021-11 -

2022-03

Desktop Engineer

Uni Data Houston, TX - Contract

• Responded to client inquiries

• Provided technical support to users

• Troubleshot hardware and software issues

• Provided instructions or directly set up desktop hardware

• Assisted with installation of computer software and operating system updates

• Recorded logs of rendered support

• Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking

• Created standardized protocols for documenting processes and technical tasks, enabling consistently repeatable results

• Inspected ticket resolution performance, identifying areas of possible improvement and directing identified weaknesses to Contact

Address

Houston, 77057 TX

Phone

713-***-****

E-mail

ad4sc0@r.postjobfree.com

Skills

Vulnerability Testing

Software and Hardware

Implementation

Microsoft Active Directory

Backup and Recovery

Technical Support and

Assistance

File Management Software

Computer System

Diagnostics Software

Desktop Partitioning

Software

Service-Level Agreements

(SLA)

Web Applications

Data Management, Platform

Design, Canva

Windows 7, 10 & 11

Microsoft Outlook,

Microsoft PowerPoint,

Microsoft Excel, Teams

Google Drive, Google Docs,

Google Ads

Ticket System

LAWRENCE ANUMUDU

IT SUPPORT ENGINEER

engineering supervisor

• Provided graphical user interface-level assistance with server configuration and administration.

2021-06 -

2022-03

Field Service Technician

Field Nation Houston, TX - Contract

• Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks

• Installed new equipment and explained operation and routine maintenance protocols to customers

• Managed on-site and off-site installation, repair, maintenance, and test tasks

• Checked, repaired and repacked survival equipment to meet specifications

• Installation of new store (Pos, cash drawer, Pinpad plus backend server)

• Installation of MOM machines and configurations of GOT devices

• Replaced malfunctioning components with new or refurbished products to correct faults

• Reviewed technical documentation to complete equipment maintenance and repair.

2017-05 -

2019-11

IT Support Engineer

Apptech Imo State

• Provided technical assistance to users through various channels

(phone, email, ticketing system)

• Diagnosed and resolved hardware, software, and network- related issues

• Installed and configured computer hardware, operating systems, applications, and peripheral devices

• Monitored and maintained servers, networks, and IT infrastructure for stability and security

• Managed software updates, patches, and security protocols

• Created and managed user accounts and access rights

• Implemented data backup and disaster recovery plans

• Tracked and managed inventory of hardware and software assets

• Collaborated with other IT team members and escalated complex issues when necessary

• Documented technical information and standard operating procedures.

Education

2015-01 -

2019-05

Bachelor Of Science: Computer Science

Imo State University (IMSU) - Owerri

Certifications

Google IT Support Professional Certificate

Salesforce Administrator (In Progress)

Azure Administrator (In Progress)

Artificial Intelligence

Apple

Microsoft Azure

User account management

Mailbox troubleshooting

(Outlook)

Domain migration

.

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