Information Protection
Mustapha Garba
Offenburg,BW
Summary
Detail-oriented Technical support representative with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
3
3
years of professional experience
7
7
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
IT Support Specialist
Norrenberger Pensions Limited.
6 2019 - 2 2021
- Managed vendor relationships to ensure reliable service delivery while maintaining cost efficiency.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware and granted system permissions to new employees.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Assisted in development of system security protocols.
- Updated software to safeguard against security flaws.
Desktop Support Intern
Norrenberger Pensions Limited.
04.2018 - 05.2019
- Provided remote support for offsite staff members, maintaining high levels of productivity across diverse locations within the organization.
- Offered assistance in implementing and developing training programs.
- Ensured data security by assisting with the implementation of antivirus software and other security measures on desktop systems.
- Configured and tested new software and hardware.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Customer Service Representative Intern
Federal Ministry of Agriculture and Rural Development (FMARD)
04.2016 - 09.2016
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Reduced response times by prioritizing tasks effectively during high-volume periods.
- Cross-trained and backed up other customer service managers.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Collaborated with team members to achieve high-quality service and timely resolution of issues.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Education
Master of Science - Biotechnology
HOCHSCHULE OFFENBURG
Offenburg, Germany 05.2021 - 05.2023
Bachelor of Engineering - Agric. & Bioresource Engineering
FEDERAL UNIVERSITY OF TECHNOLOGY MINNA
Minna, NIgeria 05.2012 - 05.2017
Skills
System Maintenance
Access issue resolution
Delivery Management
Certifications Courses
- Google IT Support Professional Certificate
- MS-900 Microsoft 365
- ITIL framework
Certification
Google IT-Support
12-2023
CyberSecurity Fundamental
03-2024
Timeline
CyberSecurity Fundamental
03-2024
Google IT-Support
12-2023
Master of Science - Biotechnology
HOCHSCHULE OFFENBURG
05.2021 - 05.2023
Desktop Support Intern
Norrenberger Pensions Limited.
04.2018 - 05.2019
Customer Service Representative Intern
Federal Ministry of Agriculture and Rural Development (FMARD)
04.2016 - 09.2016
Bachelor of Engineering - Agric. & Bioresource Engineering
FEDERAL UNIVERSITY OF TECHNOLOGY MINNA
05.2012 - 05.2017
IT Support Specialist
Norrenberger Pensions Limited.
6 2019 - 2 2021
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