ITOBORE AGHWARITOMA
IT Support Engineer | Team Lead
Asaba, Delta State.About
Highly organized and results driven IT Support Specialist with over 5 years of progressive experience, specializing in comprehensive hardware and software support across Windows and MacOS environments. Adept at managing IT infrastructure such as Intune and Azure AD, resolving complex technical issues, and enhancing system performance, consistently achieving high resolution rate. Proven ability to lead teams, optimize IT operations, and deliver exceptional end-user support in dynamic corporate settings.
Work
Vennote Technologies Limited (MTN Nigeria)
|IT Support Specialist
Asaba, Delta State, Nigeria
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Summary
Provided comprehensive technical support to end-users across a large corporate environment, ensuring seamless operation of IT systems and infrastructure for MTN Nigeria.
Highlights
Maintain IT documentation and asset inventory
Managed software installations, updates, and configurations for diverse user environments, ensuring optimal functionality and security.
Assist with system setup, upgrades, and patch management
Conducted thorough root cause analysis for recurring technical issues, implementing preventative measures that improved system stability and user satisfaction.
Implemented and enforced robust security measures, safeguarding sensitive information and critical IT systems against potential threats.
Monitored IT system performance proactively, identifying and addressing potential issues before they impacted operations or end-users.
Manage user accounts, permissions, and access controls
9Mobile
|End User Support Engineer (Team Lead)
Port Harcourt, Rivers State, Nigeria
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Summary
Led a team of IT support engineers, overseeing the management of field staff devices, optimizing IT system performance, ensured compliance with IT policies and security best practices and ensuring robust security across Windows and macOS platforms for 9Mobile.
Highlights
Managed the full lifecycle of field staff devices, including procurement, assignment, and Mobile Device Management (MDM), ensuring high availability and operational efficiency for critical field operations.
Led a team in monitoring and optimizing IT systems across Windows and macOS, proactively identifying and mitigating performance issues and security vulnerabilities.
Directed the testing, installation, and configuration of diverse software and hardware systems, including PCs, networks, printers, and scanners, enhancing IT infrastructure reliability.
Systematically managed service desk tickets, implementing prioritization strategies to minimize backlog and enhance operational efficiency.
Support and integrate AI tools for automation, monitoring and user support.
Manage and support Wireless Access Points (APs)l issues.
Nigeria Bottling Company
|Technical Support Analyst
Port Harcourt, Rivers State, Nigeria
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Summary
Provided 2nd level technical support, specializing in documenting IT processes, conducting user training, and maintaining robust security and backup strategies across Windows and macOS environments.
Highlights
Developed and maintained comprehensive IT process documentation, troubleshooting procedures, and user guides for Windows and macOS, enhancing support efficiency and knowledge transfer.
Conducted engaging training sessions for end-users on IT best practices and new technologies, significantly improving user proficiency and reducing support requests.
Maintained robust security, backup, and redundancy strategies, ensuring data integrity and business continuity for critical systems.
Delivered advanced 2nd Level Support for Microsoft products, resolving escalated technical issues for a diverse user base.
Liaised effectively with vendors and internal IT personnel to resolve complex technical problems, expediting solutions and minimizing downtime.
Education
Federal University of Technology Akure
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Bachelor of Engineering
Electrical/Electronic Engineering
Languages
English
Skills
Software & Applications
Office 365, Email Management, Microsoft Office Suite (Word, Excel, PowerPoint, Publisher), Citrix Support, Application Support, Windows OS, macOS.
Customer & Operations
Customer Relationship Management, Service Desk Management, End-User Training, Documentation, Project Management, Operational Efficiency, Technical Support, Issue Resolution, Client Communication.
Security & Compliance
System Security, Backup & Redundancy Strategies, Security Measures Implementation, Risk Mitigation, Vulnerability Management.
Professional & Leadership
Analytical Thinking, Problem Solving, Team Leadership, Effective Communication, Interpersonal Skills, Organizational Skills, Proactive Approach, Results-Oriented.
IT Support & Systems
Network Troubleshooting, Hardware & Software Maintenance, System Troubleshooting, Computer System Life Cycle Management, Operating System Installation & Configuration, LAN Management, IT Infrastructure Management, Mobile Device Management (MDM), System Performance Monitoring.