JOSEPH AMOS EKPE

IT Support Specialist

Lagos, NG.

About

Resourceful IT Support Specialist and recent Mathematics Graduate with 3+ years of experience across IT operations, technical instruction, and Fintech support. Leverages strong technical acumen in Linux, Networking, and System Administration, combined with proven abilities in conflict resolution and complex problem-solving. Adept at de-escalating critical support tickets and driving efficiency to enhance user satisfaction and operational excellence in dynamic technical environments.

Work

Engreg High School / EHIC

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Code Facilitator & Technical Instructor

Lagos, Lagos State, Nigeria

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Summary

Facilitated engaging coding bootcamps and managed technical infrastructure, translating complex programming concepts for diverse learners and fostering technical literacy.

Highlights

Translated complex programming concepts (HTML, CSS, JavaScript) into accessible language for diverse learners, enhancing technical comprehension and fostering foundational coding skills.

Managed and optimized technical infrastructure for coding bootcamps and examinations, ensuring seamless operation for over 100 students.

Developed and delivered engaging instructional content, improving student engagement and successful completion rates for technical programs.

HLTS Limited

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Technical Supervisor & IT Support

Lagos, Lagos State, Nigeria

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Summary

Led daily IT operations and provided advanced technical support, ensuring system reliability and user satisfaction across critical educational infrastructure.

Highlights

Supervised and maintained daily IT operations for computer labs and CBT systems, consistently achieving 99% system uptime to support uninterrupted educational activities for hundreds of users.

Served as the primary escalation point for complex technical issues, expertly resolving hardware and software malfunctions for over 50 users daily, significantly improving operational efficiency.

Coordinated cross-functional teams to deliver reliable IT solutions and comprehensive training programs, enhancing technical capabilities and streamlining support processes.

Sunking

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Contract Support Staff (Device Control)

Lagos, Lagos State, Nigeria

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Summary

Managed device control protocols and customer payment compliance, ensuring financial accountability and enhancing user understanding within a fast-paced fintech environment.

Highlights

Managed device locking/unlocking protocols for customers on installment plans, ensuring strict adherence to payment schedules and contributing to high payment compliance rates.

Educated customers on payment procedures, effectively reducing user errors and decreasing inbound support tickets related to payment inquiries.

Maintained accurate and detailed transaction logs, ensuring robust financial accountability and seamless reconciliation for all device control operations.

Education

University of Lagos

Lagos, Lagos State, Nigeria
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B.Sc. (Ed) Mathematics Grade: 3.70/5.00

Languages

English

Yoruba

Certificates

Google IT Support Professional Certificate

Google (Coursera)

Conflict Resolution Foundations

LinkedIn Learning

Programming Foundations: Version Control with Git

LinkedIn Learning

Certificate in Tech & Entrepreneurship

Tech & Entrepreneurship Academy

Skills

Technical Support

Ticketing Systems, CRM, Help Desk Operations, Hardware Troubleshooting, Software Troubleshooting, User Account Management, System Administration, Network Troubleshooting, Linux CLI, Git.

Fintech Operations

Payment Compliance, Device Management, KYC Understanding.

Programming & Development

HTML, CSS, JavaScript, Golang (Intermediate), Version Control, Code Collaboration.

Soft Skills

Conflict Resolution, Emotional Intelligence, Negotiation, Customer Education, Cross-functional Coordination, Technical Instruction.

IT Security

Business Operations

Digital Innovation, Startup Mindset.