Divine Udoka, Technical Support engineer

About

I’m a Technical Support Engineer with 2 years of experience

Experience

United Bank for Africa (UBA)

Aug 2021 – Present

Nigeria,Lagos

Technical Support Engineer

Manages the service desk and technical/customer support function as the first and second point of contact for IT services. • Following the standard operating procedures for common tasks as well as reviewing and updating as required. • Takes responsibility for understanding client requirements and coordination of the fulfilment of those requirements working with other IT service delivery functions where necessary. • Diagnosing, analysing, documenting and logging support activities coherently in the service desk ticketing system and knowledge base. • Provide input into the service continuity planning process and support plan implementation. • Manages IT-Business communication in a way to promote both operational and innovation initiatives of IT, and keep customers informed of IT services. • Evaluates, analyses, and provides feedback on user experience with deployed IT solutions/services. • Monitors service delivery performance metrics and generate reports/dashboards for IT management. Initiates and monitor actions to investigate and resolve problems affecting end-user IT services. • Develops, maintain, and operate policies, standards and procedures for service desk and incident management. • Delivers efficient IT Helpdesk and desktop support services and ensure continuous uninterrupted operations of end-user computing services in line with agreed SLAs. • Work with our internal and external user base via the service desk ticketing system, telephone, chats, direct PC to PC connection or via email to resolve IT service issues against pre-agreed SLAS. • Intermediate knowledge of AD Manager Plus or Active Directory.

Ernst & Young (EY)

Oct 2018 – Nov 2019

Nigeria, Lagos

Auditor

Assurance/Administration department for five months. • Completed audit papers by thoroughly documenting audit test and findings. • Promptly responded to general inquiries from staff within the organization via telephone and e-mail. • Performed administrative tasks such as record keeping, writing correspondence and gathering materials. • Facilitated financial and operational audits, working with internal and external managers to communicate recommendations or issues surrounding audits. • Executing audit procedures, such as understanding and evaluating significant sources of information. • Performed completion procedures to support issuance of the audit report. Ernst & Young (EY). | Lagos state, Nigeria | 2018 – 2019 | Indirect Tax & Global Trade • Documentation of VAT compliance, computations and processing. • Rendering and filing of VAT returns to FIRS. • Customs audit, Tax review and advisory services. • Ability to understand client’s significant classes of transactions and worked through them.

Computer Warehouse Group (CWG)

Feb 2017 – Aug 2017

Lagos state, Nigeria

IT Support Intern

Installed computer systems and software. • Diagnosed hardware and software issues. • Used my interpersonal skills to communicate with employees who faced technological issues. • Trained new Interns. • Installed and diagnosed personal and network peripherals, including printers, scanners, and all-in-ones. • Act as the point of contact between the IT support department and internal/external clients. • Tasked with planning and performing scheduled maintenance upgrades. • Maintain the Head IT Support department’s appointment schedule by planning and scheduling meetings and conference, teleconference, and travel. • Diagnosing, Fixing, and Configuring Network related issues.

Education

Ajayi Crowther University

Sep 2014 – Jul 2018

Bachelor of Science , Computer Science

Divine Udoka

Technical Support engineer

Skills

Languages