Vincent Chinedu Fidelis

VINCENT C. FIDELIS - |-|https://www.linkedin.com/in/vincent-fidelis HELP DESK TECHNICIAN Technical Support | Customer Support | Software Troubleshooting Results-oriented and adaptable IT operations professional with experience in customer service, technical support, and system administration. Possess adeptness in implementing technology-based solutions for business problems, along with standards, procedures, and processes that improve business functionality. Areas of expertise include:  Help Desk Ticketing Systems  Problem Diagnosis  Technical Troubleshooting  Remote Support  Office 365 Support  Customer Service  Complaint Handling TECHNOLOGY PROFICIENCIES Ticketing: Software: Browsers: Networking: Platforms: Service Desk Slack, Office 365,Outlook, and Exchange Online Google Suite SCCM Google Chrome, Microsoft Edge, Mozilla Firefox LAN, SDWAN, DHCP, VPN, DNS Windows 10 Enterprise, Android, iOS, Chrome OS WORK EXPERIENCE ACS PRO-Tech Limited Technical Support Engineer (Contract)    March,2021- Date Provide troubleshooting as required within the organization Manage users and group. Provide first level support to M365 products. Access Bank Plc, Nigeria. Technical Support Engineer (Onsite) October,2019- Date Key Contributions:  Successfully scheduled and executed system-wide software installations and upgrades, ensuring smooth operations across the organization.  Collaborated with users and management teams to establish comprehensive system requirements for specific software solutions, resulting in optimal performance and user satisfaction.  Utilized efficient case management solutions to analyze and enhance previous end-user interactions, leading to improved customer support experiences.  Proactively reduced support calls by contributing self-help information, operating tips, FAQs, and technical solutions to common problems, empowering users to resolve issues independently.  Conducted thorough software and hardware evaluations, providing valuable insights and recommending improvements or upgrades for enhanced system performance.  Ensured seamless functionality by removing broken or outdated hardware and replacing it with new parts, achieving the desired level of system performance.  Consistently achieved outstanding results by resolving a large number of technical support tickets each week, maintaining an impressive first-call resolution rate. EDUCATION & CREDENTIALS B. Tech Computer Science Microsoft Azure Fundamentals Fortinet NSE 1&2: Network Security Associate Cisco Cybersecurity Essentials Cisco Cyber Threat Management