Wisdom Nwaiwu
IT Support Engineer
Berlin
Summary
IT support engineers with expertise in providing end-user help and the ability to concisely explain complex technical concepts. Driven to satisfy customers and able to prioritize tasks to maintain equilibrium, reduce stress, and meet SLAs.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Technical Customer Support
Stenon GmbH
01.2024 - 06.2024
- Provide technical support via email, phone, chat, or ticketing systems.
- Diagnose and troubleshoot software, hardware, or related issues.
- Maintain a customer-first approach by ensuring timely responses and solutions.
- Guide customers through step-by-step solutions and remote troubleshooting.
- Escalate complex issues to higher-level support or engineering teams.
- Clearly explain technical concepts to non-technical users.
IT Operation Intern
Cloudix
08.2021 - 02.2022
- Contact point for hardware and software issues
- Asset management and IT procurement
- Hardware and software installation
- End user support and keeping up to SLA support tickets to ensure a consistently high level of service
- Established new users' accounts and profiles and dealt with password issues
- Explored new technologies and approaches to streamline internal IT process
IT Support
Syncit
01.2021 - 07.2021
- Provided first- and second-line IT support for internal colleagues
- Streamlined IT support processes with effective ticket management and prioritization
- Partner with external IT teams to troubleshoot and address platform issues
Education
Master of Arts - Digital Leadership, Media Design
Hochschule
02.2020 - 03.2024
Bachelor of Science - Marketing
University of Portharcourt
Skills
- IT Troubleshooting
- Technical Support
- Hardware and software installation
- System Troubleshooting
- Printer troubleshooting
- Computer Skills
- Communication
- Microsoft Office
- Microsoft PowerPoint
- Microsoft Word
- Microsoft Excel
- Active Listener
Timeline
Technical Customer Support
Stenon GmbH
01.2024 - 06.2024
IT Operation Intern
Cloudix
08.2021 - 02.2022
IT Support
Syncit
01.2021 - 07.2021
Master of Arts - Digital Leadership, Media Design
Hochschule
02.2020 - 03.2024
Bachelor of Science - Marketing
University of Portharcourt
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