Summary
Overview
Work History
Education
Skills
Timeline
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Dennis Agbonifo

Midland,United States

Summary

IT professional with 5 years of experience in desktop support and IT service operations. Expertise in end-user support and coordination of technical tasks across diverse teams. Demonstrated success in incident management, system performance monitoring, and IT project rollouts in dynamic environments. Proven track record in enhancing workflows and boosting operational efficiency.

Overview

7
7
years of professional experience

Work History

IT Support Specialist

Exxonmobil
Midland, TX
10.2024 - Current
  • Resolved 95% of support tickets for over 500 users within SLA across hardware, software, and network issues.
  • Participated in MDM enrolment and migration projects, including Intune, Blackberry, and AirWatch.
  • Assisted with Cloud Management Environment project through user communication, scheduling, and post-deployment support.
  • Tracked IT inventory and asset lifecycle utilizing ServiceNow and other management tools.
  • Facilitated onboarding for new hires by setting up workstations and granting device access.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
  • Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.

Technical Support Analyst

Jocean Ventures
10.2021 - 12.2023
  • Handled end-user support remotely and onsite, resolving printer, VPN, Outlook, and remote desktop issues.
  • Created knowledge base documentation for recurring issues and procedures.
  • Partnered with project managers on internal IT initiatives.
  • Provided remote support services for clients using virtual private networks or other remote access technologies.
  • Evaluated third party products for compatibility with existing technology stack before making recommendations about their adoption.
  • Maintained up-to-date documentation of all computer systems, networks, and peripherals.
  • Assisted with testing changes prior to release into production environment in order to minimize risks associated with deployments.

Technical Support Specialist

Darel
02.2018 - 09.2021
  • Diagnosed system problems using remote tools to access customer machines.
  • Installed and configured hardware, software and peripheral components such as printers, scanners and routers.
  • Provided training for users on new technologies or procedures related to their jobs.
  • Tracked customer requests from initial contact through resolution.
  • Resolved customer issues related to operating systems, network connectivity, software applications and hardware components.
  • Assisted in the development of technical documentation for internal use by IT staff members.
  • Responded promptly to service tickets submitted by users experiencing technical difficulties.
  • Provided comprehensive technical support to customers via telephone, email and chat.
  • Analyzed system logs for potential errors or irregularities that could indicate a security breach.
  • Performed regular maintenance checks on servers, workstations and other devices connected to the network.
  • Troubleshot system errors and identified potential solutions.
  • Maintained compliance with established and updated policies and procedures with minimal supervision.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.

Education

Bachelor of Science - Computing with Business Management

Kingston University
London, United Kingdom

Skills

  • IT operations and coordination
  • Incident and ticket management
  • Network and server troubleshooting
  • User onboarding and training
  • Technical support
  • Asset and inventory management
  • Project scheduling and documentation
  • Change and release management
  • Windows 10 and 11
  • Microsoft 365 suite
  • Active Directory management
  • Cloud services management
  • Hardware installation
  • VPN configuration
  • Zoom platform usage
  • SCCM administration
  • Azure Active Directory
  • Exchange server management
  • Remote desktop support
  • Microsoft Intune administration
  • Data backup solutions
  • Application support services

Timeline

IT Support Specialist

Exxonmobil
10.2024 - Current

Technical Support Analyst

Jocean Ventures
10.2021 - 12.2023

Technical Support Specialist

Darel
02.2018 - 09.2021

Bachelor of Science - Computing with Business Management

Kingston University

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Dennis Agbonifo