Larry Efoma

Larry Efoma IT Support linkedin.com/in/larry-benjamin-938a6a391 Introduction IT Support Specialist with practical experience of 3+ years helping users resolve technical issues across hardware, software, and cloud systems. Specialties includes working with ticketing tools such as Freshdesk and Zendesk, remote support platforms, and CRM systems like HubSpot. Focused on understanding problems quickly, resolving them within SLA, and explaining solutions in a way that’s clear and approachable. Recognized for patience, thorough documentation, and the ability to adapt in fast paced support environments. Professional Experience Technical and Customer Support, Digital Witch Academy Provided timely technical assistance to students and instructors, resolving platform access, software installation, and connectivity issues to ensure smooth learning experiences. Supported users via email, chat, and video calls, offering step-by-step guidance on using the academy's learning management systems (LMS) and tools. Assisted users with login issues, system navigation, and account setup, achieving a 90% first-contact resolution rate. • 07/2024 – 04/2025 Remote • • IT Support Engineer, COZ Internet Provided first-line technical support to residential and business customers, diagnosing and resolving Wi‑Fi failures, DSL/Fiber outages, router misconfigurations, and modem faults with a calm, customer-focused approach. Performed remote troubleshooting for network disruptions using ping, traceroute, port checks, bandwidth diagnostics, and monitoring dashboards to quickly isolate and fix issues. • • 05/2020 – 12/2023 Port-Harcourt, Nigeria Guided customers through setup and optimization by walking them step-by-step through router setup, firmware updates, WAN/LAN configuration, and secure Wi‑Fi best practices in clear, non-technical language. Met SLA targets by efficiently resolving a high volume of tickets while maintaining friendly, professional communication. • • Education BSc Computer Science, Delta State University of Science and Technology 2016 – 2020 Skills Customer Support & Troubleshooting Freshdesk Live Chat, Email & Ticket Handling Customer Relationship Management Zendesk Escalation Handling SLA Compliance Active Listening HubSpot Problem Solving & Empathy Ticketing system Workflow Tools Trello Zapier Interests Coding Gaming People IT Support Fundamentals Customer Success Fundamentals Music Certificates In-Demand IT skill training. (Credential ID available upon request) Basic Technology Engineering Certificate (Credential ID available upon request)