Open to work
Ehizogie Odiase
ICT
Baltimore,Baltimore
Work preference
Summary
Accomplished ICT professional with expertise in customer relationship management software and strategic IT planning. Demonstrates proficiency in technical documentation writing and cloud computing, alongside a strong capacity to train others. Skilled in programming languages and Microsoft 365 administration, with a proven track record in ICT training management. Committed to leveraging technical skills to drive organisational success and innovation.
Overview
26
26
years of professional experience
20
20
years of post-secondary education
1
1
Certification
Work history
Senior technical support specialist
Telus International
Las Vegas, Nevada
2023.06 - Current
- Provided excellent customer service, resulting in repeat business.
- Drafted clear and concise technical manuals-facilitated easier understanding of complex concepts by non-technical staff members.
- Implemented new software solutions, increasing efficiency within department.
- Streamlined technical processes to enhance productivity levels.
- Responded rapidly to tech support calls, reducing waiting time considerably for clients.
- Troubleshot hardware issues to minimise downtime and maintain operational efficiency.
- Developed comprehensive training materials for junior team members.
- Resolved software glitches to improve user experience.
- Translated lengthy troubleshooting steps by breaking down and simplifying instructions.
- Assisted wider customer service teams to produce external user guides and internal support tools.
- Followed technical documentation for accurate installation, maintenance and repair work.
- Delivered reliable, high quality technical support to average of 30 users daily.
Director of Information Technology
Readetechs N.A.
Baltimore, Maryland
2011.08 - 2017.06
- Oversaw all network infrastructure upgrades, ensuring minimal downtime during transitions.
- Streamlined communication within departments by establishing effective IT policies.
- Devised strategies for system improvements which resulted in enhanced system reliability.
- Introduced cloud computing solutions to improve accessibility and collaboration between teams.
- Successfully managed budgeting for IT department, optimizing resource allocation whilst reducing costs.
- Maintained up-to-date knowledge of technology trends to stay competitive in market.
- Collaborated with senior management to align IT strategy with organisational goals.
- Developed training programmes for staff to enhance their technical skills and knowledge.
- Fostered innovation in technology use, enhancing company's technological competitiveness.
- Negotiated contracts with suppliers to ensure best value for money.
- Spearheaded technology implementation strategy, devising road maps to align with corporate objectives.
- Optimised IT infrastructure through continuous implementation of improvement initiatives.
- Recruited, trained and managed IT teams to continually meet service user needs.
- Recommended upgraded technologies to meet evolving business requirements.
- Recruited and trained system analysts, programmers and engineers.
Systems engineer
York Telecom (US Govt. Contractor)
Baltimore, Maryland
2008.03 - 2011.06
- Achieved increased system reliability with proactive maintenance and upgrades.
- Provided expert troubleshooting for reduced downtime and disruptions.
- Delivered high-quality technical support to end-users across the organization.
- Engaged in root-cause analysis after major incidents; prevented recurrence by addressing underlying issues.
- Tested new technologies for potential integration into existing systems.
- Collaborated closely with stakeholders on project requirements definition and scope delineation, achieving better alignment between business needs and technological capabilities.
- Conducted regular systems analysis, resulting in optimised processes.
- Implemented continuous improvement initiatives; achieved higher levels of work efficiency.
- Created detailed reports on system health status, enabling proactive interventions.
- Developed technical documentation to support team understanding and training.
- Researched and developed engineering solutions to combat operational issues.
- Oversaw field projects implementing engineering designs and maintained strict compliance with specifications and applicable codes.
- Tested and evaluated cutting-edge equipment to drive further development.
- Applied engineering expertise toward development and optimization of 4 products.
Systems Administrator
CTI: NAREIT
Washington, DC
2007.08 - 2008.11
- Managed user accounts including password resets and access level changes-enhancing overall security.
- Coordinated IT projects, ensuring timely completion and success.
- Streamlined operations with efficient database maintenance tasks.
- Maintained network security, safeguarding company data.
- Installed new servers for improved data management.
- Enhanced system performance by implementing regular software updates.
- Monitored system performance daily, troubleshooting where necessary for uninterrupted operation.
- Troubleshot hardware issues to prevent downtime in operations.
- Conducted regular audits of systems, maintaining digital hygiene standards.
- Executed routine maintenance tasks and troubleshooting procedures to sustain system configurations and software installations.
- Managed system upgrades and migrations, achieving seamless transitions and minimal disruptions.
- Maintained flexible schedule and responded to after-hours and weekend emergencies to quickly resolve issues.
- Established and improved IT governance processes to keep pace with changing demands.
Technical Support lead
e4e Technology
Baltimore, Maryland
2007.03 - 2008.07
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Supported team by demonstrating respect and willingness to help.
- Consistently arrived at work on time and ready to start immediately.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Increased customer satisfaction by resolving issues.
- Improved efficiency and productivity by acquiring new skills.
- Completed duties to deliver on targets with accuracy and efficiency.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Oversaw daily operations to achieve high productivity levels.
CPA Assistant
SE & Company
Baltimore, Maryland
2004.12 - 2007.04
Bank Teller Line Lead
Bank of America
Baltimore, Maryland
2005.04 - 2006.10
Manager & System Administrator
Dorinet Computers & Cybercafe
Benin City, Edo
2003.01 - 2004.12
Intern & System Analyst
Readetechs Ltd
Port Harcourt, Rivers State
2000.05 - 2003.09
Education
Master of Science - Data Engineering
University of Benin
Benin City, Nigeria 2025.09 -
Foundation Degree in Arts - Liberal Arts & General Studies
Community College of Baltimore County
Baltimore, USA 2008.03 - 2023.08
Bachelor of Science - Computer Science, Mathematics and Statistics
University of Port Harcourt
Port Harcourt, Nigeria 1999.12 - 2004.11
Skills
- Customer relationship management software
- Strategic it planning
- Technical documentation writing
- Cloud computing knowledge
- Capacity to train others
- Programming languages
- Microsoft 365 administration
- ICT training management
Languages
English
Proficient (C2)
German
Upper intermediate
Japanese
Elementary
Certification
Microsoft Certified Systems Engineer
Certified Videoconferencing Engineer
References
References available upon request.
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline
Master of Science - Data Engineering
University of Benin
2025.09 -
Senior technical support specialist
Telus International
2023.06 - Current
Director of Information Technology
Readetechs N.A.
2011.08 - 2017.06
Systems engineer
York Telecom (US Govt. Contractor)
2008.03 - 2011.06
Foundation Degree in Arts - Liberal Arts & General Studies
Community College of Baltimore County
2008.03 - 2023.08
Systems Administrator
CTI: NAREIT
2007.08 - 2008.11
Technical Support lead
e4e Technology
2007.03 - 2008.07
Bank Teller Line Lead
Bank of America
2005.04 - 2006.10
CPA Assistant
SE & Company
2004.12 - 2007.04
Manager & System Administrator
Dorinet Computers & Cybercafe
2003.01 - 2004.12
Intern & System Analyst
Readetechs Ltd
2000.05 - 2003.09
Bachelor of Science - Computer Science, Mathematics and Statistics
University of Port Harcourt
1999.12 - 2004.11