Vincent Fidelis

 VINCENT CHINEDU FIDELIS-|-|Linkedin EDUCATION Abubakar Tafawa Balewa University Bauchi, Nigeria B. Tech Computer Science September 2013 – December 2017 Federal Polytechnic Bauchi Bauchi, Nigeria HND Computer Science February 2013 – December 2015 WORK EXPERIENCE Zeta-web Nigeria Limited Abuja, Nigeria IT Support Engineer September 2024 – Present Provided high-quality 1st line IT support to users via phone, email, and remote desktop tools, resolving 95% of tickets within SLA timelines. Diagnosed and troubleshot hardware, software, and network issues, ensuring minimal downtime and improved user productivity. Collaborated with cross-functional teams to onboard and off board staff, including systems setup and access management. Rome Business School Nigeria Lagos, Nigeria ICT Specialist April 2024 – August 2024 Delivered IT helpdesk support to internal teams, achieving a 20% faster ticket resolution rate through process optimization. Conducted staff onboarding/off boarding for IT systems, ensuring seamless IT service delivery for new and departing employees. Assisted in implementing remote work solutions, enabling 90% of staff to transition smoothly to hybrid operations. Access Bank Plc Yola, Nigeria IT Support Engineer October 2019 – March 2024 Supported internal users by providing 1st line support for hardware and software incidents, achieving high customer satisfaction scores. Managed IT asset inventory, ensuring up-to-date records and timely maintenance for over 500 systems across branches. Spearheaded user training sessions to educate non-technical staff on common IT tools, improving self-service troubleshooting rates by 15% EXTRA-CURRICULARS & VOLUNTEERING EXPERIENCE Command Day Secondary School Yola, Nigeria Computer Science Teacher April, 2018 Developed and delivered curriculum-aligned lesson plans, enhancing students’ computer literacy by 30%. Revamped and maintained the school's computer lab systems, reducing technical downtimes. USAID Strengthening Education in North East Nigeria States (SENSE) Project Yola, Nigeria Data Entry Clerk August, 2019 Ensured 100% accuracy in the entry of large datasets, supporting educational program efficiency across multiple regions. SKILLS AND INTEREST IT Support Tools: Remote Desktop, Service desk, SMAX Ticketing System Technical Skills: Windows OS, Office 365 Administration, Basic Networking and troubleshooting, Active Directory, LAN/WAN Soft Skills: Customer Service, Problem Solving, Multitasking, Communication Languages: English (IELTS General CLB 7) Interests: football fan (Chelsea football club), cooking, meeting new people Other certifications: Microsoft Certified: Azure fundamentals, Google Cybersecurity Certificate, and Network Security Associate.