Joseph Aigbe

*AIGBE JOSEPH EJEBHENARE* 📍 *Address:Lagos State, Nigeria 📞 *Mobile:* - | - 📧 *Email:*-- PROFESSIONAL SUMMARY A dynamic and results-oriented *IT Support and Technical Specialist* with extensive experience in *Microsoft Office 365 administration, remote desktop support, and project management*. Adept at *problem-solving, team leadership, and customer engagement*, ensuring seamless operations and optimized system performance. Passionate about delivering *exceptional service* while fostering growth and efficiency within organizations. *CORE SKILLS & COMPETENCIES* ✅ *Technical Support & Troubleshooting* – Expert in diagnosing, resolving, and preventing IT issues ✅ *Microsoft Office 365 Administration* – Proficient in installation, configuration, and user management ✅ *Project Management & Team Leadership* – Coordinating teams and driving project success ✅ *Customer Experience & Relationship Management* – Strong ability to engage, empathize, and support users ✅ *Quality Assurance & Process Optimization* – Ensuring high-quality output and system efficiency ✅ *Communication & Collaboration* – Effective engagement with stakeholders and cross-functional teams. *EDUCATION & CERTIFICATIONS* 🎓 *Higher National Diploma (HND) in Computer Science* OSISATECH (Our Savior Institute of Science, Agriculture and Technology, Enugu) | 2009 - 2011 🎓 *Diploma in Computer Science* Ambrose Alli University, Ekpoma, Edo State | 2007 - 2009 🛠 *Professional Training & Certifications:* ✔ Microsoft Office 365 Administrator ✔ IT Support & System Administration *PROFESSIONAL EXPERIENCE* *Team Lead | Upwork – Freelancer (Remote) (Oct 2022 – May 2025)* -Analyze key performance indicators (KPIs) and service level agreements (SLAs) to identify areas for improvement. -Lead and mentor the agents, fostering a collaborative atmosphere and encouraging professional growth. - Oversee *remote projects*, ensuring adherence to *timelines and budgets* - Communicate project progress with clients and stakeholders - Organize training sessions to enhance team members' technical skills and customer service capabilities. - Proactively identify challenges and implement solutions -Supervise daily operations of the service desk, ensuring prompt and effective handling of support requests. -Formulate and implement a technical strategy that aligns with the organization's goals and enhances service delivery. *Technical Support Engineer | Tek-Experts Nigeria (Apr 2020 – Oct 2022)* - Delivered *world-class* customer experience and technical support - Assisted with *installation, configuration, and troubleshooting* of *Microsoft Office 365* - Maintained *accurate documentation* through ticketing systems - Ensured timely *resolution of technical issues*, escalating critical cases - Strengthened relationships between customers and engineering teams. -Respond to customer inquiries regarding technical issues via chat, email or phone calls. - Strong understanding of computer systems, networks, OS, and applications. *IT Support Assistant – SCIB Brokers (2014 – 2020)* - Installed and configured *software, hardware, and networks* - Responded to service requests and provided *remote assistance* - Set up *new user accounts* and maintained IT infrastructure - Conducted troubleshooting and *equipment maintenance. -Documented technical issues and implemented *proactive solutions* - Staff trainigs on new technologies - Purchase and setup of Computers and its peripherals. *Computer Science Educator | Community High School (Nov 2012 – Nov 2013)* - Taught *Computer Studies* and *Data Processing* for Junior and Senior Secondary levels _(NYSC)_ - Developed *curriculum* and facilitated *interactive learning sessions.