Summary
Overview
Work History
Education
Skills
Languages
Certification
Volunteering Experience
Work Availability
Quote
Timeline
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Clinton Walter

Clinton Walter

Winnipeg,MB

Summary

Agile Technical Support Engineer adapts to providing service via phone, email, remote desktop systems and more. Committed to successfully resolving all issues and complaints to support business continuity and operational throughput. Desire for long-term position with room for career advancement.

Overview

7
7
years of professional experience
5
5
Certification

Work History

Technical Support Specialist

MEED Networks
Abuja
02.2021 - 04.2023
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Replied to customer queries via email, messaging systems and support ticket platforms.
  • Collaborated with vendors and developers to resolve complex technical issues and recurrent faults.
  • Analyzed network traffic using industry-standard tools to diagnose application stability and performance issues.
  • Provided support via remote desktop software, diagnosing customer issues over private and public networks.
  • Drafted documentation on tutorials and FAQs to eliminate unnecessary service calls and avoidable user errors.
  • Asked customers targeted questions to diagnose problems and provided timely solutions.
  • Fulfilled client customization requests for managed systems and software components according to internal business requirement policies.

Network Support Assistant

NIIT ICT Centre
Port Harcourt
09.2018 - 12.2019
  • Evaluated system availability, throughput and latency to lead network planning, installation, configuration and testing.
  • Maintained infrastructure performance by monitoring, performance tuning and troubleshooting surfaced issues.
  • Developed, tested, evaluated and installed network upgrades to meet organizational performance thresholds.
  • Secured network access by installing firewalls, establishing login credentials and maintaining documentation to govern entry.
  • Planned, designed, engineered and supported changes to mission-critical voice, video and data network to provide flawless service to over 300 users.
  • Monitored incident alert systems during both normal hours and after-hours periods, alerting appropriate departments and personnel of malfunctions or incidents.
  • Triaged incoming support tickets, prioritizing requests based on severity and potential operational disruptions.
  • Created and updated technical documentation for network installations and changes to existing installations.

Customer Support Agent

AlatbyWema
Port Harcourt - Remote
03.2016 - 06.2018
  • Upheld high standards of customer services by responding to inquiries, needs and problems.
  • Analyzed customer complaints and service trends to identify and correct systematic issues.
  • Troubleshot customer issues using remote access software tools.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Maintained and exceeded performance and quality standards, meeting customer support objectives.
  • Shared knowledge with team to foster growth and collaboration.
  • Engaged in active listening with callers to confirm or clarify information and diffuse anger.
  • Identified opportunities for continuous improvement in personal, departmental and organizational areas to enhance department and company performance.
  • Troubleshot, resolved or escalated technical issues based on individual customers' needs.
  • Answered support calls and emails from corporate customers needing assistance with fintech products.
  • Consulted with customers regarding needs and addressed concerns.

Education

Bachelor of Technology - B.Tech. in Information Technology

Bells University of Technology
Ota
02.2021

High School Diploma -

Emmy Norberton Int'l Schools
Port Harcourt
06.2015

Skills

  • TCP/IP
  • Routing & Switching
  • Backup & Disaster recovery
  • Endpoint security
  • Debugging
  • Hardware & Software upgrades
  • LAN/WAN
  • Help Desk support
  • Technical troubleshooting
  • Customer support needs assessment
  • Friendly, positive attitude
  • Customer service
  • Zendesk
  • G - Suite

Languages

English
First Language

Certification

  • CISCO Certified Network Associate (CCNA) - 2021
  • Windows Server 2016 - 2021
  • Mutually Agreed Norms for Routing Security (MANRS) - 2021
  • VMWare VSP Foundation 2019 - 2022

Volunteering Experience

  • Internet Society Nigeria (ISOC NG)
  • Nigerian Red Cross Society (NRCS)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Timeline

Technical Support Specialist

MEED Networks
02.2021 - 04.2023

Network Support Assistant

NIIT ICT Centre
09.2018 - 12.2019

Customer Support Agent

AlatbyWema
03.2016 - 06.2018

Bachelor of Technology - B.Tech. in Information Technology

Bells University of Technology

High School Diploma -

Emmy Norberton Int'l Schools

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Clinton Walter