About
Results-driven Technical Support Engineer with 5+ years of experience delivering enterprise-level IT support across complex, multi-platform environments.
Skilled in cloud infrastructure troubleshooting, escalation resolution, and virtual machine lifecycle management.
Proven track record in root cause analysis, team mentorship, and driving measurable improvements in resolution time and customer satisfaction.
Holds cybersecurity certifications from Google and a strong foundation in network administration, system diagnostics, and technical documentation.
What I'm looking for
I am looking for a remote technical support or cybersecurity role where I can bring my experience in Azure virtual machine support, escalation resolution, and enterprise IT troubleshooting to a team that values ownership and clear communication. I thrive in environments that deal with complex, multi-platform challenges and expect their support engineers to think critically, not just follow scripts.
Open to roles in technical support, IT administration, or cybersecurity,
Experience
Freelance Research Specialist
Self-Employed
Jan 2023 – Present
• Conduct online and desk research across technology, market trends, and user experience domains for diverse client engagements.
• Design and administer survey instruments to gather structured respondent data, ensuring quality and reliability of findings.
• Perform market research to identify competitive landscapes, consumer behavior patterns, and emerging industry developments.
• Execute user research activities including usability evaluations, task-based testing, and qualitative feedback synthesis.
• Compile and present research findings in structured reports, translating raw data into actionable insights for clients.
Market ResearchUser ResearchSurvey Research
Technical Support Engineer
Teknowledge
Present
• Delivered end-to-end technical support for a global client base, troubleshooting issues across Windows, macOS, and Linux environments.
• Consistently met and exceeded SLA targets for resolution time, customer satisfaction, and first-contact resolution rate.
• Created structured knowledge base documentation that reduced average ticket resolution time by 25%.
• Led root cause analysis sessions for high-frequency recurring issues, driving long-term resolution and reducing repeat ticket volume.
• Delivered technical support via phone, email, and chat, maintaining clear and empathetic communication throughout.
• Provided training and onboarding mentorship to new support engineers, accelerating their time-to- competency.
• Liaised with product development teams to surface product bugs and relay customer feedback into the improvement cycle.
L2 Escalation Support
IT Support Intern
Nigerian Ports Authority
• Developed and maintained the organisation's internal intranet, improving staff access to shared resources.
• Automated payroll processing systems, reducing manual processing time and errors.
• Supported installation and configuration of new hardware and software systems across departments.
• Assisted in disaster recovery planning, backup configuration, and network security settings.
IT Support Specialist
Parkway
• Managed system upgrades and hardware/software rollouts for 200+ users with minimal downtime.
• Led company-wide IT security awareness training, reducing security incidents and improving compliance adherence.
• Diagnosed and resolved complex network and system issues; configured user accounts, permissions, and group policies in Active Directory.
• Redesigned network topology as part of a Network Optimisation Initiative, improving data transfer speed by 20%.
• Maintained hardware inventory records and supported patch management cycles.
• Drafted IT policies and user guides to improve operational compliance across departments.
Education
Providence Heights Secondary School
APTECH
Advanced Diploma · Software Engineering
Babcock University
Bachelor of Science · Computer Technology
Providence Heights Secondary School
WASSCE
APTECH
Advanced Diploma in Software Engineering
Babcock University
Bachelor of Science in Computer Technology
Certifications
Advanced Diploma in Software Engineering
APTECH
Certified Java Programmer
APTECH
Play It Safe: Manage Security Risks
Google
Skills
IT SupportAI ToolscommunicationTroubleshootingmacOScrm systemsresearchGoogle workspaceMicrosoft OfficeTeam collaborationzoomMicrosoft 365Microsoft AzureCybersecurity FoundationsActive DirectoryIncident ManagementRoot Cause AnalysisL2 Escalation Support
Languages
English (Full professional proficiency)
