Jacob Abraham

JACOB ABRAHAM Email:-, Mobile: - LinkedIn: Jacob Abraham PROFESSIONAL SUMMARY Certified computer science academically, and seeking a full-time role in the field of Information Technology. With four (4) years of experience in windows 7/8.1/10, mac OS and android system maintenance, troubleshooting, system administration, graphic design, Microsoft application suite, networking (LAN and WLAN), customer service, security etc. Recently completed the ITIL 4 information Service Management and also having the Google IT Support Professional Certificate, an eight-month intensive IT support program that covers troubleshooting, customer service, networking, operating systems, system administration, and security, and includes evaluative hands-on assessments. CORE COMPETENCE • Soft skills: Team player, Customer service, Paying attention to details, written communication, Project management, Judgment, Urgency and Planning. • Customer focus : Demonstrating a high level of competence that will exceed customers expectations thus, establishing trusted, reliable and a collaborative relationship. • Innovative and creativity: ability to think and showcase a high level of creativity and thinking outside the box that will • Technical skills: Troubleshooting, Documentation, Saas, On-prem, and Microsoft Suite (Excel, Word, Power point). • Communication: Establishing excellent communication skills through effective client presentation and relationship building. • Analytical skills: Utilizing superior skills to troubleshoot and fix problems. • Programing Languages: HTML, CSS, React and Java Script and Wordpress. • Presentation: Proficient in delivering compelling presentations to customer and partner. • Interest: Programming, Reading, Travelling and learning. • Leadership: successfully led teams to achieve a predetermine set of goals and objectives. • Troubleshooting tools: Proficient in using Copilot, Unify, Central Q, and Chatgpt. ACHIEVEMENTS • • • • • • • • • • • • Being in Tek experts, I have successfully resolved complex technical issues for customers or end-users. Achieved a high percentage of first-call resolution, minimizing escalations to higher support tiers. Received positive feedback from clients for excellent service and prompt problem-solving. Maintained a high customer satisfaction rating through effective communication and empathy. Streamlined support processes, reducing average handling time for tickets. Collaborated with Level 1 and Level 3 support teams to provide seamless customer support. Shared knowledge and best practices within the team. While I was with Airtel as an intern, one of the ultimate joy is ensuring that all link-down time is resolved in the shortest time frame. As an IT officer, one of the greatest achievement at all time is ensuring that I troubleshoot all the IT equipment in scenarios of technical failure, I will troubleshoot it and ensure all are running optimally and efficiently without failure or breakdown. While I was working with Mercy Corp, I taught the members of the community that I was managing and supervising business skills of which most of them used it and start businesses to add extra income for themselves Selected to be among the team that traveled to YSY branches within the six (6) geopolitical zones in Nigeria (Ogun State, Kwara State, Enugu State, Kaduna State, Niger Sate, Plateau Sate, Benue State, Ondo State and Ebonyi State) for a supervisory visit that was achieved in less than two (2) weeks. Apart from being the IT officer, I still function as the fleet officer and part of my job is ensuring that all repairs including wear and tear in the fleet are done and fixed in the shortest possible timeframe, as a matter of fact I make it a point of duty and derive joy inensuring that all repairs and breakdown of fleets that are reported, are resolved in the shortest time possible. CERTIFICATES Gombe State University, Gombe State Bachelors of Science, Computer Science Member, Flash Click Project. National Youth Service Corps (NYSC) 2019 - EXPERIENCES Tek Experts, Technical Support Engineer (Dynamics 365, Business Central), EMEA Region: (Europe, Middle East and Africa). June 2023 – Present. • Problem Resolution and Customer Support to Client in EMEA Region: I am the go-to person for resolving technical issues related to ERP systems. Whether clients reach out via phone, email, or chat, my goal is to diagnose and troubleshoot problems until they are resolved. • Software and Hardware Troubleshooting: Diagnose and troubleshoot both software and hardware issues. This includes tasks such as account setup, network configuration, and resolving system glitches. • Root Cause Analysis: Ask targeted questions to quickly understand the root cause of problems reported by clients. Tracking computer system issues through to resolution within agreed time limits is essential. • Escalation and Collaboration: Properly escalate unresolved issues to the appropriate internal teams (such as software developers) when necessary. Collaborate with product development teams to identify recurring technical issues and find solutions. • User Training and Documentation: Assist clients in installing applications and programs related to ERP systems. Provide clear instructions, both written and verbal, to guide users through complex problems. YSY Limited, ICT Officer Yaba, Lagos State Oct. 2020 - May 2023. • Manage the installation, maintenance and updating of hardware’s and software’s of all computers (laptop and desktop) of both windows and Mac OS, network devices and printers in the organization. • Prioritized the timely report of fleets, tracking the geographical location of fleets in the various locations using geo-fencing software application within the 6 geopolitical zones of Nigeria. • Ensuring that all laptops and desktops in the organization are in good condition by regular routine check, software update, replacement of both hardware and software parts, antivirus update and other maintenance tips necessary. • Analytically compiling of repairs and maintenance logs of the fleets over time in a well analyzed order using excel sheet for future reference and use. • Designing graphic content for social media post and the company’s website. • Analyzing and diagnosing problems technologically and further providing solutions to the ever increase in problems of the organization and thus pin pointing various areas that will provide solutions before further application. • Led the supervisory visitation to various locations where the fleets are located across the 6 geo-political zones of the country. • Managing more than fifty drivers (32) drivers in the field, maintaining a close communications with them and ensuring that the work is done efficiently on a daily basis. • Manage the creation and replacement of new Close User Group (CUG) line for all staff in the organization. Airtel Networks - Front Office Engineer (NOC), Nigeria April – Oct 2017 • First hand preliminary investigation of Airtel wireless equipment in the server room of hub-site. • Troubleshooting of link down time of customers consisting of enterprise networks and base stations outside and within the 36 States of Nigeria. • Ensuring 98% uplink of wireless connection across Airtel's enterprise network. • Creating and resolving tickets raise by enterprise support team. • Monitoring and ensuring enterprise network visibility and runtime using OWS, and other software. ADDITIONAL INFORMATION AND CERTIFICATIONS Courses and certifications: • Cloud Academy: ITIL 4 Foundation Certificate in IT Service Management. • Copilot for Support (DfM/DfC) • Customer Scenario Guide. • Couresera: IT Support Specialist. • System Administration and IT Infrastructure Service. • IT Security: Defence against the digital dark art. • The Bits and Bytes of Computer Networking. • Operating Systems and You: Becoming a Power Use. • Technical support fundamentals. • The bits and bytes of Computer Networking. • Diploma in Computer Application, Networking and Maintenance. • Google Digital skills for Africa.