Peter Odeh-ukoli

• Installed, configured, and troubleshot both server hardware and software components, including operating systems.

• Conducted daily system monitoring to ensure the integrity of servers, networks, and related systems.

• Oversaw the full hardware lifecycle, including procurement, configuration, and installation of desktops, laptops, peripherals, and mobile devices for new and existing users.

• Provided end-to-end technical support, resolving complex network connectivity and infrastructure issues for users.

• Developed troubleshooting scripts and guided help desk staff in diagnosing and resolving technical problems.

• Supported both VOIP and POTS-based phone systems, ensuring uptime and addressing user issues quickly.

• Kept detailed records of repairs, upgrades, and system modifications for budget planning and future reference.

• Maintained strict adherence to privacy standards while handling sensitive company data during daily operational duties, ensuring compliance with security protocols.

• Provided expert-level support over the phone, helping users diagnose and resolve technical problems quickly, often under tight deadlines, to ensure minimal disruption to business operations.

• Manage IT asset lifecycle, ensuring efficient tracking and disposal, collaborating with regional teams.
• Implement strategies to reduce underutilized assets, achieving notable cost savings and resource efficiency.
• Coordinate team schedules and resources, consistently meeting operational goals and deadlines.
• Provide expert troubleshooting and remote support, minimizing downtime and enhancing user experience.
• Maintain detailed documentation for technical issues, ensuring accurate records for audits and future reference.

• Assisted customers by providing instructional support and troubleshooting technical issues, including password resets, account customization, and resolving software, hardware, and network problems on a variety of devices (computers, mobile devices, printers).

• Opened and documented service tickets, ensuring user information and issue details were captured accurately.

• Conducted diagnostic tests to identify issues, determined necessary repairs, and tracked progress through resolution.

• Performed routine maintenance checks on equipment and systems to ensure optimal performance.

• Provided remote desktop support to users at multiple locations, helping them resolve technical issues quickly and efficiently.

• Trained new team members on troubleshooting techniques, company software, and hardware to ensure smooth onboarding and team performance.

• Collaborated with the Escalations Team to resolve complex issues that first-line support couldn't handle.