Kenneth Ejiofor

EJIOFOR KENNETH - (- |Abuja, Nigeria Detail-oriented and solutions-driven Technical Support Specialist with 5+ years of hands-on experience resolving customer technical issues across hardware, software, and network systems. Adept at troubleshooting, communicating complex solutions in simple terms, and ensuring high levels of customer satisfaction. Experienced in managing support tickets, escalating critical issues, and working across cross-functional teams to deliver timely resolutions. Obsessive about problem-solving, optimizing user experience, and maintaining system uptime. I consider success to be faster resolution times, improved user satisfaction scores, and stronger system reliability. RELEVANT SKILLS & TOOLS Zendesk, Freshdesk, HubSpot Service Hub, Zoho Desk, TeamViewer, AnyDesk, Confluence, Notion, Document360, Intercom, Slack, Microsoft Teams, MS Suite, Google Workspace, Asana, Trello, Hubspot, LiveChat, PingPlotter, Wireshark, Microsoft 365 RELEVANT EXPERIENCE TECHNICAL SUPPORT SPECIALIST February 2023 – Present Brass Petroleum Product Terminal Limited Key Achievements: ▪ Resolved 3500 customers tickets over-the-phone, and through email/live chat including server configurations, software installations, and other hardware, software, systems, networks, IT resources client IT support tickets ensuring fast resolution over 2 years ▪ Improved IT support resolution time by over 35% leading to more positive customer feedback ▪ Implemented multiple strategies and tools to monitor critical client networking infrastructure to ensure quick resolution in the event of downtime, leading to 43% less customer complaints. ▪ Worked actively with a team of 18 responsible for an overall 12% efficiency increase in the IT/Technical support department. ▪ Built and maintained 30+ client servers and databases ▪ Performed successful troubleshooting on over 600+ email deliverability issues and server misconfigurations ▪ Managed companywide Microsoft Suite including access management, revocation and troubleshooting ▪ Suggested and implemented and set specific end user service policies, for increased company-wide technical reliability and improved security in company systems ▪ Monitoring and maintaining computer systems and networks. Other Achievements: ▪ ▪ ▪ ▪ ▪ Worked closely with on-site and field teams to ensure smooth resolutions and maintain positive client relationships Provided constant QA monitoring for installed apps and services installed to ensure smooth customer experience Organized and carried out trainings, meetings and presentations for various departments to keep abreast of latest policy and system Created and provided detailed and accurate documentation and reports for smooth client handover and support continuity Trained more junior staff members, impacting IT knowledge on staff members. Training Technology Assistant (USAID ITN-CAMPAIGN, Nasarawa) October 2020 – January 2023 Malaria Campaign. Key Achievements: ▪ Provide real-time technical support on the use of ICT4D tools and devices during training, mobilization, and distribution periods using RedRose platform ▪ Conduct Biometric Time and Attendance Tracking of campaign personnel during training. ▪ Ensure distribution of ICT4D tools to identified cluster supervisors and household mobilizers. EDUCATION Federal Polytechnic Nekede, Higher National Diploma in Computer Science OTHER CERTIFICATIONS & TRAININGS Introduction to Cyber Security Cisco Academy Networking Essentials Cisco Academy Information system auditing Coursera CompTia Netowrk+ (Private Study) Professor Messer Cisco CCNA (Private Study) David Bomball Risk In Information And Internal Control System Management Coursera August, 2018 Imo State, Nigeria