Eze Amechi

IT Service/Support Engineer

Port Harcourt, Rivers State, Nigeria

+234**********

ad4t7i@r.postjobfree.com

Summary

Experienced IT technical professional with over a decade of experience, possessing a strong understanding of various software, hardware, networking, and infrastructure concepts. Practiced in understanding the objectives and processes of clients, communicating technical information in simple language, identifying, and solving problems, building relationships with clients and colleagues, working collaboratively in a team environment, and providing exceptional customer service. Core Competencies

Hardware Knowledge

Operating Systems

Software Support

Networking

CCTV Surveillance Systems

Remote Support

Server Administration

Technical Troubleshooting

Customer Service

Documentation

Adaptability

Teamwork

Time Management

ITIL Knowledge

Remote Monitoring and Management

Remote User Support

Professional Experience

Union Bank of Nigeria, Port Harcourt OCTOBER 2023 - PRESENT Regional IT Support Engineer

Swift Issue Resolution: Spearheaded immediate resolution of hardware, software, and user-related IT issues, minimizing downtime and ensuring uninterrupted banking operations.

Customer-Focused Services: Played a pivotal role in addressing customer-facing service issues, enhancing the digital experience for clients accessing online banking platforms, mobile apps, and ATMs.

Efficient Escalation and Collaboration: Successfully managed the escalation process, collaborating seamlessly with higher-level support teams to address complex technical challenges and ensuring a streamlined support structure.

Proactive User Education: Initiated and conducted basic training sessions for bank employees, contributing to improved digital literacy and reducing recurring IT issues.

Knowledge Base Management: Maintained a comprehensive knowledge base, documenting common issues and resolutions to streamline support processes and enhance efficiency.

Security Assurance: Upheld the highest standards of data security by promptly addressing and mitigating security-related concerns, contributing to a secure banking environment.

Adaptation to Changing Technologies: Demonstrated agility in adapting to new technologies and system updates, efficiently addressing challenges associated with the implementation of cutting-edge IT solutions.

Feedback-Driven Improvement: Established a valuable feedback loop to gather insights on recurring issues and user concerns, facilitating continuous improvement initiatives within the IT support structure.

Early Access Infotech Enterprise, Port Harcourt JANUARY 2020 – AUGUST 2023 IT Support Engineer

Provided internal technical support for and managed users within the organization.

Designed and managed company web site and various cloud solutions for invoicing and collaboration

Initiated and completed more than 16 major IT projects including CCTV, physical networking and IT provisioning, with integration and technical support.

Interacted with over 50 clients to provide technical support for managed IT solutions.

Saved more than 900,000.00 in annual operating costs by building and maintaining IT software, hardware and cloud solutions.

Freelance IT Consulting, Port Harcourt JANUARY 2016 - DECEMBER 2019 IT Engineering Consultant

Developed various business opportunities with clients in various industries.

Successfully delivered over 15 projects worth over 8,500,000.00 in revenue, including CCTV, business websites, IT provisioning and physical networking.

Provided integration at project completion, with remote support and on-site technical assistance.

Setup physical infrastructure for office activities – desktop and laptop computers, projectors, switches. Procured hardware and software systems for various clients.

Developed, launched and maintained business websites, managed email, e-commerce and Point-Of-Sale solutions for clients in various industries. MCC Nigeria Limited, Port Harcourt JANUARY 2014 - JANUARY 2016 IT Technical Officer

Designed and deployed a new class-C gigabit LAN with +50 hosts, reducing technology expenses by over 5,000,000 in 2014 and 2015.

Maintained and upgraded existing data network LAN and Wi-Fi segments, including hubs and routers.

Managed IT assets including computers, wireless equipment, CCTV cameras, servers, routers, switches to improve all operations within the company.

Implemented and drove adoption of key tools and processes to effectively deliver projects for the company.

Google Global Services Nigeria, Lagos 2010 - 2011

Google Student Ambassador/Business Development Intern

• Worked with Lagos team to achieve the launch of the “Get Nigerian Businesses Online” website builder.

• Provided user support on various platforms by deploying small scale solutions to various challenges encountered by other users.

• Worked with already deployed LAN and WAN technologies to help communication within the office.

• Hosted training sessions to introduce participants to the website builder on the product launch day.

Education

Benson Idahosa University, Benin City SEPTEMBER 2008 - OCTOBER 2012 BSc. Computer Science

Relevant Coursework: Programming Languages, IT Project Management, Network Security, IT Innovation, Strategy & Operations, Computation theory, Database Management. CGPA – 3.7 of 5.0

Google IT Support Professional Certificate 2023

Coursera, Online

Qualifications & Training

Comptia A+, N+ Training

CCTV Training & Certification

PRINCE2 Project Management certification

ITIL Training

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