Prince Samuel Ibezim
IT Technician
Oismae Tee 5-21, Haabersti, Tallinn
Summary
Enthusiastic Service Management Technician with over 2 years of experience supporting internal and external users. I have proven expertise in access management, leading service enhancement projects, and implementing automation solutions. I possess excellent problem-solving skills and outstanding communication abilities, especially in diagnosing issues from non-technical descriptions. I am adept at working within a global team and consistently meeting service-level agreements (SLAs).
Overview
3
3
years of professional experience
2
2
Languages
Work History
Service Management Technician
Luzoma Microsystem Limited
01.2019 - 04.2022
- Provide comprehensive technical support for internal and external users, addressing access management queries efficiently.
- Lead and implement projects focused on service enhancements and automation, significantly improving operational workflows.
- Diagnose and resolve technical issues based on non-technical descriptions, ensuring minimal disruption to user activities.
- Collaborate with a global team to deliver seamless support services, adhering strictly to SLAs.
- Document processes and create user-friendly guides to assist team members and users.
Education
Bachelor of Science - Computer Science / Statistics
University of Nigeria
Nuskka Enugu State 04.2001 -
Associate of Science - Computer And Information Sciences
Abia State Polytechnic
Aba Abia State, Nigeria 04.2001 -
Skills
Equipment Repair
Operations Monitoring
System Installation
Equipment Maintenance
IT Service Management (ITSM)
Access Management
Automation and Scripting
Issue Diagnosis and Resolution
Service Level Agreement (SLA) Management
Project Management
Technical Documentation
Collaboration Tools (eg, Slack, Microsoft Teams)
Accomplishments
- Successfully implemented an automation project that reduced ticket resolution time by 40%.
- Developed a streamlined access management protocol, improving response times by 25%.
- Recognized for exceptional communication skills and consistently high user satisfaction ratings.
Additional Information
- Attended workshops on advanced service management techniques.
- Completed courses on automation tools and scripting for IT service improvement.
- Participated in training sessions on effective communication and problem-solving skills.
Timeline
Service Management Technician
Luzoma Microsystem Limited
01.2019 - 04.2022
Bachelor of Science - Computer Science / Statistics
University of Nigeria
04.2001 -
Associate of Science - Computer And Information Sciences
Abia State Polytechnic
04.2001 -