Michael Agbo
Bratislava 84105 | Linkedin: Www.linkedin.com/in/michael-agbo
Summary
A technical support specialist who excels at providing exceptional customer service through effective communication and active listening. Having a strong understanding of various technologies, as well as the ability to troubleshoot and successfully handle customer difficulties.
Competent in using remote support tools for real-time problem solutions, and devoted to staying current on industry trends.
Overview
5
5
years of professional experience
2
2
Certificate
Work History
SPECIALIST IN TECHNICAL SUPPORT
AT&T Global Network Services Slovakia Inc.
02.2023 - Current
- Explained technical information in clear terms to non-technical individuals to promote better understanding, taking minimum of 20 calls in day
- Interpreted clients' needs and introduced services to fit specific requirements.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Followed all company policies and procedures to deliver quality work.
- Managed high levels of call flow and responded to client's technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Delivered outstanding service to clients to not only maintain but to extend relationships for future business opportunities
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Network Technician
Technics, Engineering, Architectural, Marketing Nigeria Limited
02.2019 - 12.2022
- Conducted daily system monitoring, verifying security, integrity, and availability of hardware, server resources, applications, and key processes.
- Support end-users and patiently walk individuals through basic troubleshooting tasks.
- Maintained office PCs, networks, and mobile devices
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Investigated and corrected problems with printers, copiers, and other peripheral devices..
- Coordinated inventory supplies and equipment to maximize team productivity.
- Worked with outside vendors for fiber installations and service.
- Assessed and responded to network system alerts, prioritizing serious faults to rapidly address downtimes.
- configured and maintained network devices such as routers, switches, firewalls, and wireless access points.
- Delivered network technology training to junior team members and end-users, enhancing knowledge and team productivity.
- Developed and implemented preventive maintenance procedures.
- Diagnosed and resolved hardware, software, network problems and replaced defective components.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage, and public web
- Monitored server room, wireless network, and other server infrastructure, keeping systems running.
- Configured systems according to prescribed software and hardware frameworks
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Improve and implement new network baseline.
Computer system network Technician
Blueswitch Computers Technologies Ltd, Alhaji
01.2017 - 01.2019
- Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
- Monitored operational and security procedures for numerous computers in network, related systems administration and maintenance protocols.
- Reviewed and assessed architecture design, implementation, testing, and deployment needs to identify project requirements and costs.
- Guided implementation of company-wide enterprise security strategy for network and hardware, disaster recovery, data protection and endpoint protection.
- Implemented and managed wireless devices, multi-site network infrastructure, business intelligence development and implementation.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
I.C.T Desk Help
Investment And Securities Tribunal
01.2014 - 01.2015
- Translated complex technical issues into digestible language for non-technical users.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Offered new customer training to reduce frustration and improve customer satisfaction.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk support services.
- Delivered onsite technical support for 35 employees.
- Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtime.
- Updated and modified Tally Server and Windows Server 2019 to maintain required performance metrics and safeguard against security flaws.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up workstations for employees
- Generated reports to track performance and analyze trends
Skills
- Ability to interact with colleagues at all technical and business levels
- Product Knowledge Transfer: Ability to effectively transfer knowledge to colleagues and clients
- Capacity to multitask efficiently and attend to outstanding matters
- Effective Communication: Strong Verbal and communication skills that help communicate information clearly and effectively
- Skilled at paperwork, record keeping, follow-up, investigation,troubleshooting, problem resolution, and paying close attention to detail
- Continuous Learning: Willing to stay updated on current tech trend
- Resolving client issues through utilization of both open-ended and closed-ended questions, in addition to targeted probing questions
- Incident Response and Application securities
- Quick to adapt to new technologies and able to grasp complex business processes
- Experienced working with Windows, MAC, and Linux operating systems
- Self-starter, quick learner, and team player that works well in both local and remote settings
- Excellent command of Microsoft Office Suite
- Cloud and Virtualization: Azure and AWS
Certification
- At&t Certificate of Completion of Mobility Technical Support Training
Institute: AT&T
- Institute: Digital Ad Expert by Aleph
Link: https://learn.digitaladexpert.com
Languages
English
Proficient
C2
Dutch
Elementary
A2
Timeline
SPECIALIST IN TECHNICAL SUPPORT
AT&T Global Network Services Slovakia Inc.
02.2023 - Current
Network Technician
Technics, Engineering, Architectural, Marketing Nigeria Limited
02.2019 - 12.2022
Computer system network Technician
Blueswitch Computers Technologies Ltd, Alhaji
01.2017 - 01.2019
I.C.T Desk Help
Investment And Securities Tribunal
01.2014 - 01.2015
Bachelor of Computer Science -
Benue State University
- Network Support And Security
Cisco Networking Academy
Data Analysis With Python
FreeCodeCamp
Education
Bachelor of Computer Science -
Benue State University
Benue State2014
- Network Support And Security
Cisco Networking Academy
Www.skillsforall.com/2016
Data Analysis With Python
FreeCodeCamp
Https://www.freecodecamp.org/Awards
- 3-times At&t Connection Award Winner : recognize excellence for significant individual achievements/high performance towards organizational priorities that demonstrate AT&T's cultural pillars.
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