Kelechi Emmanuel Eziefula
Toronto,ON
Summary
Results-driven IT Support Specialist with over 10 years of experience optimizing IT infrastructure, resolving complex technical issues, and enhancing system performance. Skilled in hardware and software troubleshooting, network administrator, system security, and cloud solutions. Proven track record of deploying and managing ICT systems, configuring routers and switches, and providing exceptional user support. Adept at collaborating with cross-functional teams to drive operational efficiency and implement innovative tech solutions. Strong problem-solving, communication, and analytical skills, with a focus on delivering reliable, high-quality IT support in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Help Desk Support Specialist
Dansarhs Signatures Ltd
Toronto, Canada
12.2024 - Current
- Answered user inquiries to resolve computer software or hardware operation problems.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Maintained an inventory of all IT equipment in the organization.
- Performed regular maintenance checks on computer hardware components.
- Served as first point of contact for incoming technical service calls and emails.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Trained new employees on the use of computer systems and programs.
- Managed the configuration and setup of customer accounts and systems.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Installed software applications as requested by customers.
- Removed and replaced old hardware during routine upgrades and system repairs.
- Identified problems in printers, scanners and networking hardware, applying required fixes, or escalating issues.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Provided technical support to clients via phone, email, and remote access.
- Conducted remote diagnostics to identify and solve technical problems.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
IT Coordinator
Lubrik Construction Company
, Nigeria
01.2019 - 12.2023
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Installed and configured computer hardware operating systems and applications.
- Coordinated with vendors for service contracts, repairs and purchases of equipment.
- Monitored network performance to determine adjustments needed.
- Designed, configured and tested computer hardware and operating system software.
- Managed user accounts in Active Directory domain environment.
- Maintained inventory records of all computers issued to staff members.
- Diagnosed, troubleshot and resolved hardware and system problems.
Senior IT Officer
Lubrik Construction Company
01.2015 - 01.2019
- Performed troubleshooting on all hardware, software, networking components and peripherals.
- Supervised and oriented computer operator trainees, both onsite and remotely via internet and intranet, promoting full staffing with trained and knowledgeable employees.
- Managed backup, user account and helpdesk systems.
- Installed and maintained computer systems, networks, printers and scanners.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Completed routine maintenance and repair.
- Assisted with customer requests and answered questions to improve satisfaction.
- Created user accounts, set passwords and provided access rights to users.
- Recommended hardware and software acquisitions to help users assess needs and justify equipment and services.
- Recruited, trained and supervised IT department staff.
IT Officer / IT Specialist
Lubrik Construction Company
01.2010 - 01.2015
- Performed troubleshooting on all hardware, software, networking components and peripherals.
- Managed backup, user account and helpdesk systems.
- Provided company users with tech support for IT problems and account maintenance.
- Resolved customer complaints regarding IT services in a timely manner.
- Supervised and oriented computer operator trainees, both onsite and remotely via internet and intranet, promoting full staffing with trained and knowledgeable employees.cf
Education
BSc - Information Technology
National Open University
01.2023
Diploma -
Sajek Institute of Information Technology
Skills
- Troubleshooting
- Database Management
- Router and Switch Configuration
- Cloud Solutions (Azure, AWS)
- Software Installation and Updates
- Local Area Network (LAN) Setup
- Problem-Solving
- Effective Communication
- Teamwork and Collaboration
- Attention to Detail
- Time Management
- Adaptability
- Customer Service Orientation
- Hardware Installation and Repair
- Network Administration
- System Configuration
References
Available Upon Request
Timeline
Help Desk Support Specialist
Dansarhs Signatures Ltd
12.2024 - Current
IT Coordinator
Lubrik Construction Company
01.2019 - 12.2023
Senior IT Officer
Lubrik Construction Company
01.2015 - 01.2019
IT Officer / IT Specialist
Lubrik Construction Company
01.2010 - 01.2015
BSc - Information Technology
National Open University
Diploma -
Sajek Institute of Information Technology
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