IT Support & Cloud Infrastructure Specialist

AIGBUZA PATRICK SYSTEM ADMINISTRATOR

**************@*****.*** +234********** Lagos, Nigeria linkedin.com/in/patrick-aigbuza-7a575716a Profile

Accomplished IT Specialist with 9+ years of progressive experience in cloud infrastructure, cybersecurity, and enterprise IT support. Proven ability to deliver secure, scalable, and cost-effective technology solutions that enhance business performance. Adept at leading cross-functional teams, negotiating vendor contracts, and implementing compliance frameworks. Recognized for driving measurable improvements in system uptime, operational efficiency, and user satisfaction

Skills

Cloud Infrastructure (Azure, Microsoft

365, Hybrid Environments)

IT Governance & Risk Management

Vendor & Contract Negotiation

Process Improvement & Cost Reduction

Cybersecurity & Compliance (ISO/IEC

27001, NDPR, Firewall Management)

Analytical and troubleshooting skills

•On-Premises Infrastructure Support

•Helpdesk

Technical Support & Service Delivery

(Tier 2/Lead)

Strong Communication & Stakeholder

Engagement

Professional Experience

Aug 2023 – Feb 2026

San Fransisco, USA

Technical Support Specialist (Remote)

UPWORK

•Handled 100% of escalation calls and ensured 95%+ SLA compliance for Microsoft 365 (Exchange, Teams, SharePoint) support.

•Resolved 90% of system issues independently, escalating only when necessary with 100% adherence to escalation protocols.

•Prioritized and managed multiple open tickets simultaneously, achieving 99% SLA adherence and reducing resolution time by 20%.

•Delivered accurate troubleshooting with 98% success rate across Microsoft 365 domains, improving customer satisfaction scores by 15%.

•Provided clear, step-by-step technical guidance, earning 100% positive feedback on communication skills and boosting first-contact resolution by 30%.

•Applied strong analytical skills to identify root causes, reducing repeat issues by 85% and enhancing system stability.

2023 – 2024

Lagos, Nigeria

Senior IT Officer

SIMS NIGERIA LIMITED

•Designed and implemented IT governance frameworks across multiple locations, improving operational resilience

•Administered Microsoft 365 services including Exchange Online and SharePoint Online

•Managed Azure Active Directory (Azure AD), user identities, access controls, and security policies

•Oversaw Security & Compliance configurations, strengthening data protection and regulatory adherence

•Implemented surveillance and security systems, reducing incidents by 40%

•Managed vendor relationships, reducing procurement cycle time by 25%

•Developed SOPs and technical documentation to standardize IT processes

•Formulated verious methods to reduce downtime.

•Conducted laptop and desktop repairs, maintenance, and system upgrades to ensure optimal performance and minimal downtime

•Lias with ISP vendors to procure, upgrade and resolve internet related issues 2021 – 2023

Lagos, Nigeria

IT Technical Support Specialist (Lev 2) /Technical Lead TEK EXPERTS

•Led a team of support engineers, improving ticket resolution SLA compliance from 65% to 90%.

•Supported global enterprise customers across multiple regions, resolving complex cloud and identity issues

•Troubleshot and administered Azure AD Connect, Azure Identity, and hybrid identity environments

•Conducted root cause analysis for recurring issues, reducing repeat incidents by 30%.

•Delivered support across Microsoft 365 stack: Exchange Online, Teams, SharePoint Online

•Coordinated with Microsoft escalation teams, resolving complex technical issues faster and improving client satisfaction scores.

•Managed Security & Compliance cases, including threat response, policy configuration, and access controls

•Executed data and user migration projects using both UI tools and PowerShell automation

•Managed Azure AD environments supporting 1,000+ microsoft customers 2019 – 2021

Lagos, Nigeria

IT Support/Client Access Officer

FIRST CITY MONUMENT BANK

•Administered daily IT operations, ensuring 99% uptime for critical banking applications.

•Supported financial reconciliation processes, improving reporting accuracy and compliance with regulatory standards.

•Implemented hardware/software upgrades across branches, reducing system failures by 30%.

•Delivered frontline IT support to staff and clients, achieving a 90%+ resolution rate on first contact.

•Coordinated with finance teams to automate reporting workflows, cutting manual processing time by 25%.

•Conducted regular asset tracking and inventory audits, ensuring accountability and reducing losses by 20%.

•Provided technical training to staff, enhancing digital literacy and reducing IT-related errors.

2017 – 2018

Lagos, Nigeria

IT Support Technician

NEXTWORKS LTD

•Delivered frontline IT support to diverse clients, achieving a 90%+ resolution rate on first contact.

•Reduced system downtime by 35% through tactical troubleshooting and preventive maintenance.

•Strengthened endpoint security by deploying enterprise-grade antivirus solutions, cutting malware incidents by 50%.

•Oversaw installation and configuration of hardware/software, ensuring seamless integration with minimal disruption.

•Implemented remote support protocols, improving service delivery speed by 40%.

•Conducted diagnostic testing and root cause analysis, reducing repeat technical issues by 25%.

•Enhanced client satisfaction by 40% through clear communication and step-by-step guidance.

•Supported IT procurement and upgrades, ensuring cost-effective solutions aligned with business needs.

2016 – 2017

Lagos, Nigeria

IT Technician/Instructor

LIGHTBEARERS COLLEGE

•Maintained 95% uptime across IT infrastructure

•Delivered ICT training, improving student performance by 45% Education

2010 – 2016

Ekpoma, Edo,, Nigeria

B.Sc. Computer Science

Ambrose Alli University

Certificates

Certified Network Security Specialist

International Cybersecurity Institute

Computer Networking 'LAN'

Alison specialization

Six Sigma Black Belt™ Certification (CSSBB™)

ISO/IEC 27001 Information Security Associate

Ethical Hacker

Cybersecurity Foundations

Technical Support Fundamentals

Google specialization

ISO/IEC 20000 IT Service Management Associate™

Career Essentials in System Administration by

Microsoft

Getting Started with Azure DevOps Boards

Network Defense

Program Management for IT Professionals

Projects

Sep 2024 – Present Enterprise Systems Optimization

•Audited and optimized 200+ systems across the organization

•Improved system performance by 45%

•Achieved 99% licensing compliance

•Reduced downtime by 40% and IT tickets by 35%

References

Available on request

KEY ACHIEVEMENTS

•Achieved 99.9% system uptime in enterprise environments

•Reduced IT downtime by up to 40% across multiple organizations

•Delivered cost savings of 25% through vendor optimization

•Managed cloud identity systems supporting 5,000+ users

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