Ozioma Ozoma Stephen

OZIOMA OZOMA-STEPHEN IT Support Specialist - London, UK Highly motivated IT Support Specialist experienced in providing technical support to users, troubleshooting hardware and software issues, and managing IT infrastructures. Proficient in diagnosing network issues, configuring systems, and providing exceptional customer service. Skilled at working in fast-paced environments, effectively resolving technical issues to improve system performance and user satisfaction. Core Skills Experiences March 2023-Present Technical Troubleshooting CYBERGEMBA LIMITED - IT Support Specialist Customer Service Key Responsibilities System Installation & Configuration Network Management Security Management Provide first-line IT support to users, resolving software, hardware, and network issues within Service Level Agreements (SLA). User Account Management Diagnose and troubleshoot system crashes, application errors, and connectivity problems. Backup & Recovery Install and configure hardware and software systems, ensuring smooth onboarding of new employees. Cloud Computing Documentation & Reporting Manage user accounts and permissions in Active Directory and Office 365. Time Management Remote Support Monitor network performance and troubleshoot connectivity issues, reducing downtime by 25%. Softwares Document all support activities, providing detailed reports for future reference. Collaborate with other departments to implement IT upgrades and security protocols. Windows 10/11 macOS Linux (Ubuntu, CentOS) July 2021-February 2023 Microsoft 365 DAISIESPIRDE SCHOOL - Junior IT Support Technician Google Workspace (G Suite) Key Responsibilities Jira Zendesk Provide basic technical support to staff and students for IT-related issues. ServiceNow Set up, configure, and maintain computers, printers, and other classroom devices. TeamViewer Troubleshoot and resolve internet, Wi-Fi, and network connectivity problems. AnyDesk Remote Desktop Install, update, and manage software applications across school systems. Bitdefender Maintain an inventory of IT equipment and assist with device deployments or replacements. Windows Defender Active Directory (AD) Microsoft Intune AWS May 2020-June 2021 Azure(Basic) DIGITAL TOPSIDE - Customer Service Representative Key Responsibilities Certifications Assisted customers with account setup, billing inquiries, and general technical support via chat, email, phone, and face-to-face interactions. CompTIA A+ Managed chat and email communications, ensuring timely and accurate responses Provided in-person technical assistance and support at the companyʼs retail location Contributed to a 90% improvement in customer satisfaction scores through dedicated service Education Master of Science in Digital Marketing York St John University London 2023 Bachelor of Technology in Computer Science Federal University of Technology Owerri - Trained new team members on company policies and support procedures Implemented a new ticketing system that reduced response times by [percentage]%