EMMANUEL IKHIDERO

Resolved complex technical and network incidents as a primary escalation point, achieving a 97% success rate and minimizing system downtime for clients.

Led a team of three IT staff, overseeing end-to-end ITSM operations and consistently exceeding defined SLA and OLA targets for service delivery.

Proactively managed critical IT service renewals, including Microsoft 365 and cloud hosting, ensuring 100% service continuity and zero disruption.

Overhauled the IT asset register, implementing standardized tracking and compliance controls that achieved 100% asset visibility and flawless organization-wide tagging.

Managed a support ticket system, maintaining a 95% customer satisfaction rate and achieving an average resolution time of less than 24 hours.

Led IT infrastructure projects, system upgrades, and process improvement initiatives to enhance operational efficiency and reliability.

Conducted user training sessions and workshops, improving digital adoption and reducing dependency on IT Support.

Provided L1/L2 technical support across three business units, resolving hardware and software issues with a 97% success rate and maintaining a 95% customer satisfaction score.

Administered the IT Service Management (ITSM) platform, streamlining support workflows and reducing average ticket resolution time to under 24 hours.

Delivered VoIP support, including configuring and migrating over 150 phones from a traditional PABX to a digital IP telephony system.

Monitored server, network, and data center systems, proactively addressing performance issues to minimize downtime.

Performed user provisioning via Active Directory, handled email setup, data backups, and license assignments during onboarding and offboarding processes.

Installed, configured, and repaired 200+ IT devices, improving asset reliability and boosting IT operational efficiency by 20%.

Supported administration and troubleshooting of campus-wide network systems, ensuring >90% connectivity uptime for 200+ endpoints across academic and administrative buildings.

Monitored server and network performance, proactively resolving issues and reducing recurring incidents by 30%.

Managed and mentored 5 IT students, providing guidance in network troubleshooting, fiber installations, and device setup.

Assisted with day-to-day network administration, troubleshooting, and maintenance tasks.

Gained practical experience in managing network systems and supporting IT infrastructure.