Skills
Technical/Customer Support
Phone and Email Technical Support,
Communication & Interpersonal Skills,
Software Troubleshooting & Problem
Solving, IT Helpdesk, Desktop Support,
Technical issues analysis
Customer Support Tools
Zendesk, Jira, Salesforce, Zoom, and other
Ticketing, and reporting systems.
Productivity Tools and IT
Administration
Microsoft Office 365, Google Suites Drive
& Workplace, Active Directory,
PowerShell, RDP, Discord Servers, Azure
Cloud, Git & GitHUB.
Operating Systems
Linux, Windows, Mac OS, Chrome OS,
Andriod, IOS.
Website Development Platforms
Wordpress, SquareSpace, Wix, Joomla,
Shopify.
Programming and Web Development
Python, C, Html, CSS, JS, SQL, Bash.
Microsoft Office Proficiency
Microsoft Office Tools, Excel, Outlook.
Languages
English
Spanish
Profile
Dedicated Technical Specialist leveraging 6+ years of expertise in providing exemplary technical
support, resolving hardware/software issues, and
ensuring a 90% problem resolution rate. Known for
proactive customer service, surpassing objectives, and staying updated with industry advancements to
deliver cutting-edge support. Proficient in
communication, ensuring seamless interactions
that leave customers satisfied.
Professional Experience
Technical Support Specialist, App Supervisor
(Remote Volunteer), TuneKey
June 2023 – present Canada
•Led a team in resolving technical issues, resulting in a 20% reduction in problem resolution time
and fostering a collaborative environment that
boosted productivity by 15%.
•Ensured user satisfaction by implementing
efficient solutions, maintaining a 95% user
satisfaction rate, and actively updating FAQs to
improve self-help resources.
•Documented solutions and common issues,
enhancing team efficiency by 25% and
contributing to the development of robust
knowledge bases for training and reference.
Technical/Web Support Specialist (Remote),
Lifeline Theater Inc
January 2023 – June 2023 Brookfield, CT, USA
•Orchestrated seamless third-party payment
integration, driving a 30% increase in donation
revenue within the first quarter by implementing
PayPal Payment API.
•Proactively responded to forms and webmail
requests, reducing website troubleshooting
resolution time by 20% and ensuring quick and
professional technical solutions.
•Resolved complex website issues related to plugin updates, server, and hosting, achieving a 90%
issue resolution rate, enhancing website
functionality, and user experience.
•Additional tasks encompass setting up
development environments, launching websites,
and assisting the internal team with technical and training support as needed.
Ebuka Gideon Igbo
Technical Support Specialist
ad5ctq@r.postjobfree.com
+234**********, +234**********
22 Dolamu Street, Alimosho, Lagos
State, Nigeria.
https://www.linkedin.com/in/gidexy/
Education
Bachelors in Technology, Federal
University of Technology, Akure. Nigeria
2015 – 2021 Akure, Nigeria
Certificates
GOOGLE IT SUPPORT PROFESSIONAL
CERTIFICATE - GOOGLE, 2023
Client Support Specialist (Contract),
Independent National Electoral Commission (INEC)
2019 – 2023 Akure, Nigeria
•Provided pivotal support for the Bimodal Voters
Accreditation System (BVAS), ensuring
operational continuity by swiftly addressing and
resolving malfunctions, achieving a 30% decrease
in system downtime.
•Spearheaded training sessions for staff and
officers on software usage and troubleshooting
techniques, resulting in a 20% increase in
software proficiency and a 25% reduction in user-
reported issues.
•Guided customers in identifying and resolving
issues, achieving a 40% improvement in service
restoration and functionality through clear and
effective solutions.
•Simplified technical information for non-
technical individuals, fostering better
comprehension and cooperation, which positively
impacted operational efficiency by streamlining
troubleshooting processes.
Technical Support (Remote, Freelance),
Greenfield Technology
2018 – 2022 Akure, Nigeria
•Provided comprehensive technical support to
clients, displaying expertise in troubleshooting
diverse technical issues encompassing hardware
and software solutions. This led to a 25%
reduction in average resolution time and an
increase in client satisfaction by 30%.
•Proactively identified and resolved complex
issues, effectively restoring service and
functionality, resulting in a 40% decrease in
recurring technical issues.
•Efficiently managed a high volume of calls,
emails, and chat queries, handling both hardware
and software technical support needs. This
contributed to a 20% increase in query resolution
efficiency, improving overall customer support.
IT Support Associate (Remote, Volunteer),
Blissful Home Initiative
February 2022 – December 2022 Akure, Nigeria
•Provided comprehensive technical support to
organization staff, promptly addressing support
calls, diagnosing and resolving computer and
software issues, resulting in a 25% decrease in
system downtime.
•Successfully set up new computers and networks,
ensuring seamless operations and improved
network efficiency by 20%, while meticulously
managing backups, maintaining detailed records
of issues, and their solutions.
•Managed and updated the organization's website,
implementing regular updates and modifications
to sustain currency and relevance, maintaining
data integrity by managing server backups, and
securing a 15% improvement in website
functionality.
Technical Support Officer (Remote),
Banex Hotel and Beach Resort
June 2019 – January 2022 Lagos, Nigeria
•Spearheaded the day-to-day support of all IT
systems, business, office, computer networks, and
telephony systems throughout the hotel/resort,
ensuring a smooth and uninterrupted flow of
operations.
•Provided user training and support for all
property/site systems, implementing network
enhancements, hardware, and software support,
resulting in a 30% increase in user proficiency and a 25% decrease in reported technical issues.
•Managed and updated the organization's website,
regularly implementing updates and
modifications to ensure relevance and currency,
safeguarding data integrity by managing backups
of booking servers, ensuring a 20% improvement
in website performance and user experience.
Technical Support (Remote, Intern), Gold Cash
August 2017 – August 2018 Kumasi, Ghana
•Provided outstanding technical and customer
service, actively driving for high customer
satisfaction rates, resulting in a 20% increase in customer return rates and enhancing brand
loyalty.
•Interacted proficiently with customers via
multiple communication channels (phone, email,
and in-person), delivering prompt and accurate
information, ensuring a seamless customer
experience.
•Collaborated with cross-functional teams to
analyze problems and develop innovative
solutions, contributing to a 15% increase in
problem-solving efficiency and fostering a
collaborative work environment.