Emmanuel Assam

EMMANUEL ASSAM TECHNICAL SUPPORT ENGINEER DETAILS Lagos Nigeria-- SKILLS Remote Support Management Skills Microsoft Office Wordpress Admin FrontEnd Web Computer System Administration Good Communication skills Network Engineering Information Technology Computer Hardware and Software troubleshooting skills Problem Solving Adaptability Customer Service Leadership Team Player Electronic Circuits Medical Software admin skills HOBBIES Travelling, horse riding and playing the guitar LANGUAGES English LAGOS, NIGERIA - PROFILE Experienced virtual technical support assistant with experience in IT support and user training. Proficient in configuration, deployment, troubleshooting both hardware and software, A/V equipment, and mobile data across diverse settings. Skilled in resolving network issues, managing data, and maintaining detailed databases and records. EMPLOYMENT HISTORY NETWORK AND SOFTWARE SUPPORT at AIR FORCE INSTITUTE OF TECHNOLOGY 2021 – 2024 Implemented network security measures and optimized resources to ensure secure transactions and reliable performance. Managed VPNs to facilitate secure inter-regional file sharing and configured various hardware and software components, including servers, routers, switches, and other network devices. Diagnosed and resolved IT issues, conducted installations and maintenance, and optimized systems across Apple, Linux, Windows, and other platforms. Troubleshoot hardware and software issues, recommended necessary upgrades, and repaired wired and wireless networks using remote tools for effective resolution. INFO TECH INSTRUCTOR at AIR FORCE INSTITUTE OF TECHNOLOGY 2018 – 2020 Dynamic IT Instructor with over 5 years’ experience developing and delivering hands-on curriculum in networking, cybersecurity, virtualization, and systems administration to military and civilian students at AFIT. Proven ability to design engaging lab exercises and real-world scenarios, integrate emerging technologies, and mentor learners—resulting in significant increase in certification pass-rates and consistently positive course evaluations. NOC ENGR at ipNX NG 2016 – 2017 Monitored network traffic and collaborated with cross-functional teams to design and implement infrastructure upgrades, including regional and country-wide network maps. Supervised field engineers and optimized network performance by configuring and managing routers, switches, and firewalls. Worked with staff to diagnose technical issues, provided troubleshooting guidance, and trained users on hardware, software, and peripheral devices. Assisted IT teams with hardware setup, network troubleshooting, event support, and maintaining accurate support ticket records. Delivered outstanding customer service, resolving WiFi, server, and client-side issues while proactively managing call queues and escalating complex cases. Trained and coached new employees on troubleshooting techniques and call center operations to ensure high-quality support. Provided Tier I support for clients at onsite and multi-site locations, leveraging expertise in protocols, operating systems, and technical documentation. Worked with tools like Nagios and Solarwinds for timely network monitoring. NETWORK AND SYSTEM ADMINISTRATOR at UACN PROPERTIES PLC 2014 – 2015 Implemented network security measures, optimized resources, and managed secure file sharing using tools like Cyberoam. Configured hardware and software, including servers, routers, and switches, while providing Tier I support across multiple locations. Diagnosed and resolved IT issues, performed system installations and maintenance, and optimized Apple, Linux, and Windows platforms. Troubleshoot network and software problems, recommended upgrades, and repaired networks remotely. Managed CRM tools like Zoho and Zendesk to enhance customer service operations. EDUCATION NATIONAL OPEN UNIVERSITY OF NIGERIA, MSc INFORMATION TECHNOLOGY. KADUNA 2023 – 2025 IGNATIUS AJURU UNIVERSITY OF EDUCATION, BSc COMPUTER SCIENCE. PORT HARCOURT 2020 – 2023 METROPOLITAN SCHOOL OF BUSINESS AND MANAGEMENT, iPGD INFORMATION TECHNOLOGY AND MANAGEMENT, LONDON. 2020 – 2021 AIR FORCE INSTITUTE OF TECHNOLOGY, PG CERTIFICATE INFORMATION TECHNOLOGY, KADUNA. 2019 - 2020 RADIOLOGICAL SERVICES TRAINING INSTITUTE, Certificate in Radiological Equipment servicing and maintenance, CLEVELAND, OHIO. 2019 YABA COLLEGE OF TECHNOLOGY, HND COMPUTER ENGINEERING, LAGOS. 2009 - 2015 REFERENCES Dr Oluwaseyi Olorunshola-- Dr Enem Theophilus--