Service Desk Information Technology

Jewel Ebibokekimi Egobueze

Calgary, AB. +1-587-***-**** ***********@*****.***

PROFESSIONAL PROFILE

Resolute and purposeful professional with a strong educational background in Data Management and Analytics, coupled with extensive experience in IT systems delivery, service desk support, and end-user assistance. Possess a master’s in education with a focus on Educational Administration/Management. Proven history of effectively managing client relationships, troubleshooting complex technical issues, and contributing to system upgrades. Seeking opportunities to leverage my expertise in both education and IT to drive organizational success.

CORE SKILLS

§ IT Systems Support and Troubleshooting, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs

§ Data Security and Management § Customer Relationship Management § System Upgrades and Deployments § Educational Management

§ Technical Problem Solving § Software Installation and Configuration § Communication and Collaboration § Project Coordination

EDUCATION

Post-Diploma Certificate – [Data Management and Analytics] [April 2024]

Bow Valley College SE, Calgary, Alberta, Canada.

MSC in education – [Educational Administration/Management] [MAR. 2022] Ignatius Ajuru University of Education, Port Harcourt, Nigeria

Post Graduate Diploma -[Education Administration/Management] [DEC. 2020] Ignatius Ajuru University of Education, Port Harcourt, Nigeria

Bachelor of Science in [Mathematics/Computer Science] [JAN. 2002] University of Port Harcourt, Nigeria

WORK EXPERIENCE

IT Senior Systems Delivery/Service Desk Support Engineer [Full Time] [JAN. 2019 – JULY. 2023]

Tranter IT, Lagos, Nigeria. In contract with the Nigeria Agip Oil Company, Nigeria.

§ Provided comprehensive helpdesk support, resolving client software and hardware challenges

remotely.

Data Analysis/Incident Management

§ Managed and nurtured business client relationships, ensuring customer satisfaction.

§ Expertly diagnosed and resolved networking and application issues, enhancing system efficiency.

IT Maintenance and End User Support Engineer [Full Time] [JAN 2018 – DEC. 2018]

Task Systems Ltd., Port Harcourt, Nigeria. In contract with the Nigeria Agip Oil Company, Nigeria.

§ Spearheaded system and peripheral installations, ensuring seamless deployments.

§ Mitigated security threats through initiative-taking identification and application of protective

solutions.

§ Orchestrated system upgrade initiatives, minimizing disruptions and enhancing performance.

Onsite Customer Engineer [Full Time] [APRIL 2016 – DEC. 2017]

Hinckley Associates Nigeria Ltd., Port Harcourt, Nigeria. In contract with the Nigeria Agip Oil Company, Nigeria.

§ Installed and configured a diverse array of supported software, ensuring optimal functionality.

§ Effectively troubleshooted software issues, delivering sustainable solutions to prevent recurrence.

Service Desk Support Engineer [Full Time] [JAN 2013 – DEC 2015

Sechaba Computer Services, Port Harcourt, Nigeria. In contract with the Nigeria Agip Oil Company, Nigeria.

Nurtured valuable customer relationships, addressing client software and hardware concerns remotely.

Helpdesk Administrator and Tracker [Full Time] [MAY 2006 – DEC 2012]

Resourcery Limited, Port Harcourt, Nigeria. In contract with the Nigeria Agip Oil Company, Nigeria.

§ Demonstrated expertise in installing, configuring, and maintaining computer systems, printers, and

software.

§ Managed ongoing needs of Microsoft Windows XP operating systems, ensuring seamless

operations.

PROFESSIONAL AFFILIATIONS/CERTIFICATION

Valid Class 5 Driver’s License

§ IT Service Management Foundation (ITIL)

§ Microsoft Certified Professional (MCP)

§ Nigerian Association of Mathematics and Computer Science (Member)

§ Nigerian Institute of Management (NIM. Member)

REFERENCE Available upon request.

Contact this candidate