IFEANYICHUKWU ALLENS DIBIA
IT SUPPORT SPECIALIST
E -
e NIGERIA
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SUMMARY
q https://www.linkedin.com/in/allensdibia/
SKILLS
IT Support Specialist with 6+ years of experience in resolving customer
inquiries, troubleshooting issues, and installing hardware/software. Highly
knowledgeable in network security and system configuration.
Multi-certified (MCITP, MCSA, MCP, MCTS) systems administrator with a
high success rate in managing server infrastructure and Data center
operations across Windows and MAC OS platforms.
IT ASSEST MANAGEMENT(ITAM)/Zendesk
ITIL/veriSM
WEB PROGRAMMING/HTML5
ACTIVE DIRECTORY
BUSINESS OBJECTS.
MICROSOFT OFFICE 365
Allens over time has developed a proven ability to deliver solutions that are
tied to business growth through technology.
VENDOR MANAGEMENT
EXPERIENCE
IT OPERATIONS MANAGER
FORMATICS SOLUTIONS LIMITED
2020
RIVERS STATE, NIGERIA
An IT company that provides systems and network management services in Rivers
State, Nigeria.
• Managed IT projects such as Windows 10 migration, Office 365
implementation, and Wi-Fi upgrade reliably.
• Draw up detailed plans for IT services using best practices and ITIL methods.
• Collaborated with external Infrastructure suppliers and managed relationships
with key vendors to maintain service level agreements.
• Oversaw the maintenance and upgrades of 120+ workstations and servers,
resulting in a 30% decrease in hardware failure rates.
• Provided third-line support for all networking components and infrastructure,
resolving over 50 technical issues per month.
• Led a team of 8 internal IT support staff and ensured timely resolution of
tickets to meet SLAs.
INFORMATION TECHNOLOGY SUPERVISOR
FORMATICS SOLUTIONS LIMITED
2014 - 2020
HELPDESK SUPPORT
RIVERS STATE NIGERIA
FSL provides Support and consultancy services within Akwa Ibom and Rivers
State.
• Oversaw the IT Asset Management and Computer Replacement program to
ensure appropriate replacement cycles. Established a project plan that includes
a schedule, budget, and communications plan with tasks and resources.
• Reduced downtime by 30% by implementing regular system upgrades and
maintenance tasks.
• Managed a team of 5 IT support staff and ensured timely resolution of tickets
to meet SLAs.
• Responsible for ordering, receiving, asset tagging, storing, tracking and
deployment of IT equipment.
• Developed and executed an IT strategy to improve system performance and
security, resulting in a 30% reduction in system vulnerabilities.
• Supervised a staff of 4 FTE's and contract staff of 3 in the management and
deployment of City IT assets as well as vendor and contract management
activities.
ACHIEVEMENTS
LEADING IT INNOVATION
IMPROVING IT OPERATIONS
Designed and implemented a cloud based
disaster recovery solution that reduced
recovery time by 80%.
implemented a new help desk system that
reduced resolution time by 50% and increased
first call resolution rate by 30%.
STRENGTHS
PROJECT MANAGEMENT
TEAM LEADERSHIP
PROBLEM SOLVING
Succesfully led 5 IT Projects with a budget of
$2500 a year
Managed a team of 10 IT support specialist and
achieved a 95% satisfaction rate from endusers
Resolved 160+ IT issues through SLAs and
reduced downtime by 30% through root cause
analysis.
PASSIONS
CLOUD SOLUTIONS ARCHITECT
LANGUAGES
ENGLISH LANGUAGE
Native
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EXPERIENCE
INFORMATION TECHNOLOGY OFFICER
GOVERNMENT HOUSE CALABAR
10/2013 - 11/2014
Location
Performance management and evaluation unit in Cross Rivers State.
• Assisted in the implementation of a new company-wide CRM system, resulting
in a 30% increase in sales productivity
• Created records to track assets in the official Department of performance
management and evaluation (PMEU) unit's software and in SharePoint
• Assured all assets meet the Department (PMEU) hardware and software
security protocols.
• Assisted with user account provisioning, access management, and
troubleshooting for Google Workspace, SaaS, and other cloud technologies.
• Provided technical support for MacOS, Windows, and Linux operating systems
and common business applications, resulting in a 25% decrease in IT support
tickets.
EDUCATION
BS.c INFORMATION TECHNOLOGY(FIRST CLASS HONOURS)
Jaipur National University
10/2009 - 06/2013
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