EDWIN UDENSI
Victoria
Summary
Dynamic and results-driven IT Support Engineer with comprehensive experience in delivering technical support to a diverse user base. Adept at troubleshooting, problem-solving, and collaborating with cross-functional teams to ensure seamless operations. Strong leadership abilities, technical expertise, and a commitment to optimizing IT systems and user experiences.
Overview
9
9
years of professional experience
Work History
Service Desk/IT Support officer (Remote)
ETERNAL INNOVATIONS
03.2022 - 01.2024
- Provide technical support to over 85 users via phone, email, chat, or remote desktop, resolving software, hardware, and network issues.
- Remotely troubleshoot and resolve complex technical problems, including software malfunctions, hardware failures, and connectivity issues.
- Manage and maintain ticketing systems, ensuring accurate categorization, prioritization, and adherence to service level agreements (SLAs).
- Diagnose and resolve network problems such as VPN configurations and Wi-Fi connectivity, escalating critical issues as necessary to higher-level teams.
Enumeration and Technical support personnel
BENIN ELECTRICITY DISTRIBUTION COMPANY, BEDC
02.2017 - 08.2017
- Led mapping and profiling of over 100,000 electricity consumers using QGIS and Excel for the BEDC enumeration project, supporting debt recovery efforts.
- Collaborated with prepaid meter installation teams to connect approximately 200 customers per week, addressing technical issues and troubleshooting complex faults.
- Maintained organized records, filing physical and digital copies of incident reports for over 300 customers weekly, improving response time and service quality.
SITE ENGINEER
ROC KONAFORTE NIGERIA LIMITED
02.2016 - 01.2017
- Managed construction of a swamp bunker facility for oil and gas operations, overseeing the installation of a 740-meter expandable steel fence and gates for the Green Energy International Limited and Lekoil Joint Venture project.
- Ensured compliance with health and safety regulations during all construction activities.
- Coordinated efforts with engineers and construction professionals across various project stages, ensuring timely delivery and operational success.
INTERN
ENUGU ELECTRICITY DISTRIBUTION COMPANY, EEDC
01.2015 - 04.2015
- Supported maintenance teams in installing and servicing transformers, feeder pillars, and cables across 48 locations.
- Participated in testing and troubleshooting over 70 transformers, ensuring compliance with power distribution standards and timely issue resolution.
INTERN
EVANS INDUSTRIES NIG LTD
09.2014 - 12.2014
- Assisted with the installation of a 1500kVA generator and routine preventive and corrective maintenance on 16 production machines.
- Contributed to enhancing machine uptime through proactive maintenance strategies.
Education
Master of Science - Cybersecurity and Digital Forensics
University of Huddersfield
2023
Masters of Engineering (M.ENG) - Computer Applied Technology
Changchun University of Science and Technology
June 2020
Bachelor of Engineering(B.ENG) - Electrical/Electronics Engineering
University of Uyo
April 2016
Skills
- Customer Service
- Installation Techniques
- Problem-Solving & Attention to Detail
- Time Management
- Equipment Operation & Troubleshooting
- Software Tools & Technical Documentation
Languages
English
Full Professional
Chinese (Mandarin)
Elementary
Timeline
Service Desk/IT Support officer (Remote)
ETERNAL INNOVATIONS
03.2022 - 01.2024
Enumeration and Technical support personnel
BENIN ELECTRICITY DISTRIBUTION COMPANY, BEDC
02.2017 - 08.2017
SITE ENGINEER
ROC KONAFORTE NIGERIA LIMITED
02.2016 - 01.2017
INTERN
ENUGU ELECTRICITY DISTRIBUTION COMPANY, EEDC
01.2015 - 04.2015
INTERN
EVANS INDUSTRIES NIG LTD
09.2014 - 12.2014
Master of Science - Cybersecurity and Digital Forensics
University of Huddersfield
Masters of Engineering (M.ENG) - Computer Applied Technology
Changchun University of Science and Technology
Bachelor of Engineering(B.ENG) - Electrical/Electronics Engineering
University of Uyo
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