Ibrahim Shunom Nyam

                                                             IT Help desk Support/ Technician

AREA OF EXPERTISE                 PERSONAL SUMMARY

Customer Service                          A well-presented and articulate IT helpdesk support/technician

Root – cause Analysis                Professional background with extensive experience who possesses self

LAN/WAN Technologies            discipline and the ability to work with minimum supervision. Having

Technical Support                         exposure to a wide range of technologies & able diagnostics hardware

Address customer issues            software & solving complex networking issues   and resolving a customer’s

Customer’s satisfaction              technical problems via telephone, e-mail, and one to one. Having a proven

SQL                                                        track record of successfully finding the root causes of problem, resolving

Diagnostics                                        them or forwarding suggestions for improvements. A problems solver who

System Backup                                 enjoys challenge and can work well under pressure and who possesses

New Installation & Support       strong customer service skills. Good communication skill and attention to

Hardware Identification             detail. Looking for a company or organization which will challenge my

Maintenance                                      problem solving skill and allow me to continue to develop my knowledge

and potential.

             WORK EXPERIENCE 

University of Jos Consultancy -Company

Café Administrator      July 2003- Present

Responsible for the installation and maintenance of IT equipment by

monitor and maintains the use of the café printers, scanners and

Photocopies. Develops maintain and monitor procedures for all server

backups and also plan, coordinates the distribution of client /server software

and service packs, assigning IP address to client system.  Create and

maintains good technical documentation. Advanced hardware software &

networking troubleshooting and supporting customers using remote access

technologies and also by visiting client site

PROFESSIONAL                    Duties

IT Essential 1& 2                     Diagnosis of Desktop, Application, Network and Infrastructure issues.

Cisco (CCNA)                            Providing Technical support over the phone to all IT user.

MCTS(Microsoft Serve)      Keeping customers update as to progress.

Linux (RedHat)                      Troubleshooting PC’s laptop, LAN/WAN & mobile devices   Maintaining a log of all problems

detected and system backups.  Experience of supporting a wide and varied client base.

Microsoft (PPT, MSW etc) Responsible for supporting: Windows XP/Vista/Windows 7/Office 2003& 2007, Windows Server,

Anti-Virus products, Ethernet Wireless router.

PERSONAL SKILLS

Implement best practices            Investigating and implementing ways of reducing calls to the Help Desk.

Professional telephone                 Ensuring that all call details are captured and entered in the logging software

Manner & troubleshooting          Answering & responding to all calls & request within agreed time scales.

Problems Analyses

KEY SKILLS AND COMPETENCIES

Experience of setting up and maintaining hardware & software system

PERSONAL DETAILS         Excellent telephone manner and customer service skills

No F758 Nassarawa Gwong     Knowledge of all Microsoft office application and operating system.

Jos, Plateau                                 A good working level of knowledge of all level of help desk support/technician

Nigeria                                         Thorough understanding of computer and network concept Excellent customer facing.

Communication and rapport building skill.

M: +2348034534806               willing to work and physically fit on flexible schedules/shifts.

E:shunom@gmailcom        ACADEMIC QUALIFICATIONS

                                                    Bsc (Hons) Information Technology

                                                    Nims University 2014-2016

                                                    Diploma    in Computer Science

                                                    University of Jos 2004-2006

                                                    REFERENCES- Available on request