Muhammad Abubakar Kodomi

Muhammad Abubakar Kodomi Suntrust Estate Apo-Dutse, Abuja-- Profile Results-driven IT professional with extensive experience as an IT Support Engineer and Customer Success Manager. Skilled in troubleshooting complex technical issues, maintaining and upgrading systems, and providing exceptional customer service. Adept at multitasking and collaborating with cross-functional teams to ensure smooth operations. I am seeking a challenging position to leverage my expertise and contribute to the success of an organization. Work Experience IT Support Engineer National Insurance Commission Abuja 2015 – 2023 • • • • • • • • End-User Support: Provide second-level end-user support, addressing and resolving technical issues related to hardware, software, and network connectivity. Utilize ManageEngine help desk tickecting system to track customer interactions, manage tickets, and ensure timely and accurate resolution of technical issues. Handle a high volume of inbound calls, emails, and live chats, delivering exceptional customer service and support. Data Center Management: Manage and maintain data center infrastructure, ensuring 24/7 availability, reliability, and security. Perform routine data backups, disaster recovery planning, and system maintenance tasks to ensure data integrity and business continuity. Monitor server performance and respond to alerts to prevent downtime and maintain optimal system operations. IT Security: Monitor security alerts and events using SIEM (Security Information and Event Management) tools to detect and respond to potential cyber threats. Management of Checkpoint network security device. • • • • • • • • • • • Draft and update IT security policies, troubleshooting guides, and knowledge base articles. Conduct regular system updates and ensure antivirus software compliance to protect against malware and other security threats. Collaboration and Training: Collaborate with vendors and contractors for equipment installation, maintenance, and support. Train new employees and National Youth Service Corps members on IT policies and procedures to ensure data security and compliance. Assist in IT procurement by researching and recommending hardware and software solutions. System Administration: Install, configure, and maintain desktops, laptops, and printers. Manage Active Directory accounts, user access, and permissions to ensure secure and appropriate access on Windows server 2016 Implement and support IT infrastructure projects, including network upgrades, server migrations, and software installations, enhancing efficiency and productivity for end-users. Management of mail exchange server. Policy Development: Collaborate with cross-functional teams to develop and enforce IT policies and procedures, ensuring compliance with security standards. Contribute to improving the IT ticketing system for better issue tracking and resolution. IT Support Officer Nigerian Television Authority Biu 2013 – 2015 • • • • Provide first-level end-user support, addressing issues related to hardware and software. Installation of antivirus and ensuring its up to date on end-user systems Management of mail exchange server. Management of Transmitter and control room. Appointment Setter (Remote) Spetsy Marketing Estonia 2021 – 2023 • • • • • • • • • • • Cold Calling: Initiate calls to potential leads using provided contact lists. Lead Qualification: Assess and qualify leads based on their interest and suitability for the product or service. Script Adherence: Follow a predetermined script to ensure consistent messaging and information delivery. Information Gathering: Collect and record relevant information from potential customers to better understand their needs. Scheduling Appointments: Use scheduling tools like Calendly to set up appointments for interested leads with sales representatives or other relevant team members. CRM Management: Maintain and update lead information in the Customer Relationship Management CRM (GoHighLevel). Follow-Up: Conduct follow-up calls or emails with leads who have shown interest but have not yet scheduled an appointment. Relationship Building: Build rapport with potential clients to enhance their experience and increase the likelihood of appointment setting. Achieving Targets: Meet or exceed daily, weekly, and monthly call and appointment-setting targets. Product Knowledge: Maintain a thorough understanding of the product or service being offered to answer potential customer questions effectively. Collaboration: Work closely with the sales team to ensure a seamless transition of leads and share valuable insights gained from interactions with potential customers. Achievements Project Collaboration with External Consultant – Service Desk Automation: • Collaborated with an external consultant to successfully plan, install, configure, and deploy the ManageEngine Service Desk application. This initiative aimed at automating the manual process of IT support requests from the staff of the National Insurance Commission. Project Collaboration with External Consultant – Desktop Central Implementation: • Participated in a project alongside an external consultant to implement the ManageEngine Desktop Central application. The solution automated routine desktop management tasks, including patch installations, software distribution, IT asset management, software license management, and software usage statistics monitoring. Project Collaboration with External Consultant – Operations Manager Deployment: • Contributed to a project involving the deployment of ManageEngine Operations Manager in collaboration with an external consultant. This tool facilitates continuous monitoring of availability, performance, and critical metrics 24/7, enabling the proactive identification and remediation of potential hazards in the IT infrastructure, particularly focusing on server performance. Project Collaboration with External Consultant – Check Point Security Appliances Deployment: • Played a key role in a project collaborating with an external consultant for the successful deployment of Check Point Security Appliances. These firewalls enable secure communication between multiple networks based on a defined security policy. The implementation provided protection against 5th generation cyber threats, including malware and ransomware. Team Leadership – Operating System Upgrade Initiative: • I led and supervised a team in the seamless upgrade of the operating systems for over 300 computer systems, comprising desktops and laptops. The transition involved upgrading from Windows 7 Professional to Windows 10 Professional, ensuring enhanced system functionality and security. Education Masters in Information technology National Open University of Nigeria April 2024 Bachelor of Engineering in Computer Engineering University Of Maiduguri, Borno State September 2011 Certifications Google IT Professional Certificate – Coursera Online 2023 Technical Skills Data Centre Administration ▪ Operating Systems (Windows, Linux) ▪ Hardware and Software Troubleshooting ▪ Network Configuration and Support ▪ Active Directory Management ▪ Backup and Disaster Recovery ▪ IT Security and Compliance ▪ Technical Documentation ▪ Vendor Management ▪ Remote Support Soft Skills Adaptability ▪ Attention to Detail ▪ Customer Service ▪ Time Management ▪ Documentation ▪ Empathy ▪ Leadership ▪ Team Work ▪ Security Awareness ▪ Patience ▪ Troubleshooting Skills ▪ Interpersonal Skills ▪ Professional Membership • Member, Council of the Regulation of Engineering in Nigeria (COREN) • Member, Nigerian Society of Engineers (MNSE) • Member Nigerian Computer Society (MNCS) • Member Computer Professionals of Nigeria (MCPN) Hobbies Playing Football, driving personally on a long trip and watching innovative documentaries. References Available upon request