Richard Akpan
Gainesville,FL
Summary
Dedicated IT professional currently supporting the University of Florida’s network and end-users, with proven success in hardware, software, and basic network troubleshooting. Recognized for delivering exceptional customer service, efficient ticket resolution, and clear communication across diverse departments. Skilled at process improvement, documentation, and providing end-user training—all while minimizing downtime and optimizing daily operations in an educational setting. Eager to leverage this in-depth campus experience and commitment to continuous learning to excel as an IT Generalist I at the University of Florida.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Network Technician
University of Florida
Gainesville, United States
03.2022 - Current
- Managed and prioritized incoming service requests, reducing average ticket resolution time by 25% through efficient assignment and escalation
- Created and updated detailed technical documentation for network installations and system changes, enhancing knowledge sharing and future troubleshooting efforts
- Conducted port reviews and network assessments to ensure data accuracy and improve infrastructure documentation for campus-wide projects
- Simplified complex technical concepts for non-technical stakeholders, resulting in a 40% improvement in cross department collaboration and faster decision-making processes
- Assisted in upgrading and maintaining network infrastructure, improving system reliability and reducing downtime
Warehouse Specialist
University of Florida
Gainesville, Area
10.2018 - 03.2022
- Facilitated warehouse operation processes by receiving and stocking goods, reducing downtime by 9%
- Maintained accurate records of inventory received and/or distributed, decreasing the instances of lost shipments by 42%
- Minimized shipping damage risk by 18% by communicating concerns with vendors and delivery drivers
- Fostered healthy vendor relations by communicating and assisting in transportation and loading processes
- Outperformed customer satisfaction rating targets by 14%, answering 73% of customer inquiries within 2 minutes
Warehouse Assistant
University of Florida
Gainesville, Florida
11.2017 - 10.2018
- Maintained accurate records of inventory distributed, decreasing the instances of lost stock by 40%
- Organized stock in the warehouse with the help of Excel and an inventory management system, increasing warehouse efficiency by 22%
- Followed company policies and procedures in addition to local, state, and federal laws, receiving positive health inspections
- Reduced operation costs by 10% by optimizing supply chain logistics and improving vendor communication
IT Support Specialist
Transmed
Lagos, Nigeria
10.2010 - 06.2013
- Provided technical support to end users, troubleshooting hardware, software, and network-related issues, ensuring 98% system uptime across the organization
- Installed, configured, and maintained operating systems and software applications on desktops and laptops, optimizing performance and reducing system downtime by 15%
- Assisted in the rollout and implementation of new technologies, training over 100 employees on best practices, increasing system adoption and productivity
- Managed user accounts, permissions, and security settings in Active Directory, ensuring data integrity and compliance with organizational policies
- Collaborated with cross-functional teams to streamline IT support services, improving ticket resolution time by 20%
- Maintained technical documentation, facilitating smoother transitions for new team members and reducing onboarding time by 30%
Education
Associate of Science - Information Technology Security - Risk Management
Santa Fe College
Gainesville, FL08-2024
Bachelor of Science - Marketing
Auchi Polytechnic
Edo State, Nigeria08-2007
Skills
- Hardware & Software Troubleshooting: Windows, Mac, peripheral devices
- Network Support: TCP/IP, DNS, DHCP fundamentals, port reviews
- Help Desk & Ticketing: Efficient queue management, escalation, customer service
- Documentation & Process Improvement: Technical writing, workflow optimization
- Team Collaboration & Communication: Cross-departmental liaison, user training
- Inventory & Logistics: Tracking, vendor communication, quality control
Certification
- CompTIA Security+ ce Certification, CompTIA
- CompTIA Network+ ce Certification, CompTIA
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Network Technician
University of Florida
03.2022 - Current
Warehouse Specialist
University of Florida
10.2018 - 03.2022
Warehouse Assistant
University of Florida
11.2017 - 10.2018
IT Support Specialist
Transmed
10.2010 - 06.2013
Associate of Science - Information Technology Security - Risk Management
Santa Fe College
Bachelor of Science - Marketing
Auchi Polytechnic
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