Josiah Okereke, Customer Service

About

Personable and knowledgeable IT support technician with over 4 years of experience assisting customers with various hardware and software related issues. Provided in-depth technical support to clients at a Tier 2 level, solving 99.2% of issues and able to collaborate with Tier 3 support. Seeking to provide expert technical/customer support to enterprise organizations

Experience

One Wellness Center

Sep 2022 – Present

Victoria Island, Lagos, Nigeria.

IT Executive

As an IT Executive at One Wellness Center, my role encompassed various responsibilities aimed at effectively managing technology services and aligning them with operational and business needs. Key aspects of my role included: Leading IT liaison with management and staff to interpret business needs and collaborate on solutions. Ensuring IT services are aligned with business requirements and providing technical leadership for core systems. Reviewing vendor contracts and coordinating IT purchases for hardware, software, and services. Delivering training programs to optimize IT resource utilization across multiple clinics. Participating in the development, implementation, and maintenance of IT objectives, policies, and processes. Tracking and evaluating programs to support the achievement of business goals. Documenting and implementing policies and procedures for efficient clinic operations. Contributing to the development of IT Service Catalog offerings and agreements. Maintaining knowledge of state-of-the-art technology, equipment, and systems. Managing IT Helpdesk, server maintenance, and backup processes. Installing and configuring hardware, software, applications, and networks. Creating and managing user roles on IT systems and ensuring optimal system performance. Overseeing software licenses and subscriptions, and providing technical support for internal applications. Troubleshooting system and network issues, testing and evaluating new technologies. Maintaining IT tools and systems, and supporting staff with IT-related needs. Developing and integrating new technologies to meet evolving business needs. Creating strategic IT infrastructure and equipment update plans. Consulting with executive leadership to align IT strategies with business objectives. Throughout my role, I demonstrated a commitment to enhancing IT efficiency, supporting staff, and contributing to the achievement of the organization's goals.

Tek Experts - MicroFocus

Aug 2020 – Sep 2022

Nigeria/UK - Remote

Technical Support Engineer

Acting as the first contact for customers who encounter difficulties in the use of ArcSight products (specifically, Connectors, Loggers, and ArcMcs). Analyzing logs from the customer environment as part of investigation and troubleshooting. Setting up and attending remote meetings with customers to resolve issues in real time. Investigating and documenting reported bugs and escalating in order to escalate to the Development team. Collaborating with team members and senior colleagues to solve customer challenges. Replicating customer issues in my lab. Collaborating on cross-team and cross-product technical issues by working with colleagues from other teams to resolve customer problems. Collaborating with subject matter experts and escalation managers when additional support is needed. Following up with clients to verify optimal customer satisfaction throughout problem resolution.

Sunnet Systems and Datacomm Services Ltd

May 2019 – Aug 2020

Victoria Island, Lagos, Nigeria.

Systems Engineer/ IT Support Engineer

Roles Included Coordinating and/or performing additions and changes to network hardware and operating systems and attached devices; including investigation, analysis, recommendation, configuration, installation, and testing of new network hardware and software. Provides direct support in the daytoday operations of network hardware and operating systems; duties include evaluation of system utilization, monitoring response time, and primary support for the detection and correction of operational problems. Troubleshoots at the physical level of the network, working with network measurement hardware and software, as well as physical checking and testing of hardware devices, at the logical level working with communication protocols.P Participated in the planning design, technical review, and implementation of new network infrastructure hardware and network operating systems for voice and data communication networks. Maintains network infrastructure standards. Provides technical consultation, training, and support to IT staff as designated by the director. Office 365 support for Microsoft Office applicationsAssisted in the deployment of a complex network infrastructure. Trained users in system operation and basic maintenance. Installed, configured, and tested system components before deployment to clients. Investigated equipment and technological advances to improve new and existing systems. Assisted with procurement documents for purchasing hardware and software. Identified system data, hardware, and software components required to meet user needs.

Education

Nnamdi Azikiwe University, Awka, Anambra State, Nigeria.

Oct 2013 – Jul 2017

Bachelor of Science, Computer Science

Josiah Okereke

Customer Service

Skills

Languages