About
Highly skilled IT Support Specialist with 3+ years of experience in high-availability environments, transitioning expertise to Cloud Engineering. Proven ability in monitoring system alerts, troubleshooting technical issues, and managing secure user environments across Microsoft 365 and various cloud platforms (Azure, AWS). Adept at leveraging IT service management, incident response, and security protocols to ensure robust, scalable, and compliant cloud infrastructure and seamless service delivery.
Work
MTN Nigeria
|IT Service Desk Analyst
Lagos, Nigeria
→
Summary
Provided remote IT support, monitored system alerts, and managed user access and security across cloud and on-prem environments for enterprise users.
Highlights
Monitored and responded to critical system alerts using I-Monitor, Grafana, and Prometheus, ensuring rapid incident remediation and maintaining high system stability in high-availability environments.
Managed and secured user identities, permissions, and access controls across Azure Active Directory and hybrid cloud environments, enhancing compliance and data protection.
Utilized ITSM platforms (ServiceNow, Freshdesk, Jira) to track and resolve complex technical issues, consistently meeting SLA targets and improving service delivery efficiency.
Administered and enforced endpoint security and compliance policies across cloud-managed devices using Microsoft Intune, safeguarding enterprise data and infrastructure.
Developed and maintained comprehensive troubleshooting documentation and knowledge base articles, improving operational efficiency and accelerating issue resolution for IT teams.
MTN Nigeria
|End-User Support Engineer
Lagos, Nigeria
→
Summary
Delivered 24/7 technical support, reduced resolution times, and improved customer satisfaction through root cause analysis and cross-functional collaboration.
Highlights
Delivered 24/7 technical support, consistently achieving exceptional response times under 2 minutes for critical issues, minimizing downtime and maintaining high system availability.
Spearheaded initiatives that reduced overall resolution time by 30% and boosted customer satisfaction by 20% through efficient troubleshooting and proactive problem-solving.
Performed comprehensive root cause analysis for recurring technical issues, implementing permanent solutions that enhanced system reliability and user experience.
Collaborated effectively with cross-functional teams on technical project planning, system deployments, and infrastructure implementations, ensuring seamless integration and operational readiness.
Developed and delivered user training sessions on technical solutions and system optimization, empowering users and reducing support inquiries and improving overall system adoption.
KamCyber Group
|Cybersecurity Intern
Remote
→
Summary
Completed foundational cybersecurity training and participated in simulated incident responses, gaining practical knowledge in threat identification and mitigation.
Highlights
Completed intensive fundamental training on cybersecurity principles and best practices, acquiring foundational knowledge in threat identification, risk mitigation, and secure protocols essential for cloud infrastructure protection.
Gained practical experience in secure system configurations and data protection within cloud-native environments.
Participated in team exercises to simulate basic security incident responses, developing hands-on skills in analyzing and mitigating cyber threats.
CWG PLC
|End-User Support Engineer
Lagos, Nigeria
→
Summary
Provided comprehensive technical support, conducted proactive IT systems monitoring, and developed documentation to enhance service quality and efficiency.
Highlights
Reduced technical support ticket resolution time by 25% through efficient problem diagnosis and resolution, enhancing operational throughput and user productivity.
Increased client satisfaction by 20% by implementing proactive problem-solving strategies and maintaining transparent communication throughout the support lifecycle.
Conducted proactive monitoring of IT systems, identifying potential issues before impact and ensuring optimal system reliability and performance.
Developed comprehensive technical proposals and recommendations, leading to improvements in service quality and operational efficiency.
Authored user guides, FAQs, and workflow documentation, streamlining processes and enhancing self-service capabilities for end-users.
Education
Federal University of Technology Owerri
→
Bachelor of Engineering
Chemical Engineering
Certificates
Microsoft Identity and Security Compliance
Issued By
Microsoft
Application Security Practitioner
Google IT Support Fundamentals
Issued By
Microsoft Azure Fundamentals
Issued By
Microsoft
AWS Cloud Practitioner
Issued By
Amazon Web Services (AWS)
Microsoft System Administrator
Issued By
Microsoft
Cloud Security Practitioner (SECOPS)
Unix Administration
Issued By
Udemy
Skills
Cloud Platforms
Microsoft Azure, AWS, Microsoft 365, Unified Endpoint Management (Microsoft Intune), Hybrid Cloud Environments.
IT Service Management (ITSM)
ITIL Framework, Incident & Event Management, Problem Management, Change & Release Management, Service Process Design & Optimization, SLA Tracking, ServiceNow, Freshdesk, Jira.
Cybersecurity & Identity Management
Security Alert Monitoring, Access Control, Identity Management, Security & Compliance, Application Security, Endpoint Security.
System Monitoring & Troubleshooting
I-Monitor, Grafana, Prometheus, Root Cause Analysis, Problem-solving, Technical Support, System Performance Monitoring.
Infrastructure & Operations
Configuration & Asset Management (CMDB), User Account Management, System Setup, Deployment, Unix Administration.
Documentation & Training
Knowledge Base Documentation, Troubleshooting Documentation, User Guides, FAQs, Workflow Documentation, Technical Proposals, User Education.
Collaboration & Communication
Cross-functional collaboration, Stakeholder Management, Client Communication.