Ugwu Ginika Gift

IT Technical Support

About Candidate

Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
My objective is to be a key asset in achieving organizational mission and vision by contributing professionally, creatively and selflessly through teamwork and working independently to maximize my potential through working in a challenging and supporting environment where I can add value to the company and achieve set goals and targets as I grow personally in my career.





Federal Polytechnic Idah

Work & Experience


Microsoft 365 Technical Support

August 23, 2019 - January 3, 2022
Tek-Experts Nigeria

Served as primary point of contact for support relating to owned solutions and products. Analyzed technical issues to identify troubleshooting methods needed for quick remediation. Hold 1hour meetings to provide platforms for knowledge-sharing of discovered issues and recurrent custom complaints. Documented reported faults and bugs for referral to development staff's use in iterative updates. Explained technical information in clear terms to non-technical individuals to promote better understanding. Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks. Provided guidance on installing and integrating new hardware components and software to remote clients. Maintained response times in compliance with internal policies to support business continuity. Aligned office departments and increased inter-department communication and data sharing. Patched software and installed new versions to eliminate security problems and protect data. Retained existing clients and set up new user accounts by providing high quality and efficient support service. Triage incident service request by inbound and outbound phone calls, email or web portal as a point of contact. Identify and assign the incident to the appropriate severity level, category, priority, team, and engineer. Manage the lifecycle of the incident until resolution. Make use of the appropriate information provided by the software and database systems to build problem resolution skills, and maximize the quality of support and the timeliness with which it is provided to customers. Recommended products to customers, thoroughly explaining details. Collected customer feedback and made process changes to exceed customer satisfaction goals. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.


IT Trainee

July 8, 2019 - December 26, 2019
Cloud Exchange Technical School (CETS).

Installed and configured software and hardware. Gathered and translated project requirements and collaboratively worked to define scope and milestones. Collaborated with other interns on Huawei project to meet program requirements and demonstrate skills development. Devised solutions to operations issues related to system and software, working closely via phone, email, live chat and web teleconference. Maintained servers and systems to keep networks fully operational during peak periods. Removed malware, ransomware and other threats from laptops and desktop systems. Collected customer feedback and made process changes to exceed customer satisfaction goals. Offered advice and assistance to customers, paying attention to special needs or wants. Recommended products to customers, thoroughly explaining details. Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.


Administrative Assistant Intern

May 7, 2018 - May 29, 2019
Nigerian Shippers' Council

Receive all incoming memos for the unit and Dispatch all official documents for Transport unit. Monitoring all electrical/electronic equipments in the unit to ensure that they are in good working condition. The use of Microsoft office package to type and edit all official documents and filing all official document concerning transport matters neatly in their appropriate cabinets. Reporting the Assistant Director (transport unit) directly on transport and logistics matters. Adequate service delivery to the staffs of the council in the movement of all official vehicles in and out of the council. Received and screened incoming calls, emails and visitors and alert administrative issues to top priority matters. Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance. Maintained status reports for client projects. Executed record filing system to improve document organization and management. Coached new employees on administrative procedures, company policies and performance standards. Scheduled office meetings and client appointments for staff teams. Created PowerPoint presentations for business development purposes. Organized weekly staff meetings and logged minutes for corporate records. Generated reports and typed letters in Word and prepared PowerPoint presentations. Handled client correspondence and tracked records to foster office efficiency. Arranged rapid office equipment repair and maintenance with vendors. Monitored supervisor's work calendar and scheduled appointments, meetings and travel.

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