AHMED SALIM TATAH NYUYKIGHAN

IT Support Specialist

LinkedIn

About

Highly dedicated and certified IT Support Specialist with over 3 years of experience, adept at providing first-level technical support and resolving complex queries across diverse operating systems including Windows, Mac OS, and Linux. Proven expertise in Microsoft 365, Active Directory, and Azure administration, with a track record of achieving 95% first-call resolution rates and enhancing operational efficiency. Bilingual in English and French, I am seeking to leverage strong technical and client-facing skills to excel as a Support Specialist.

Work Experience

Remote IT Support Specialist

Resumeefy

Mar 2024 - Present

N/A, N/A, NG

Provided first-level technical support for web hosting environments, resolving 95% of customer queries within 24 hours, enhancing client satisfaction and minimizing downtime.

  • Achieved a 95% first-call resolution rate for customer IT support queries within 24 hours, significantly enhancing client satisfaction and minimizing operational downtime through effective remote diagnostics.
  • Administered and optimized Microsoft 365, Microsoft Entra ID, and Active Directory environments, managing user accounts and access controls to reduce unauthorized access incidents by 15%.
  • Optimized performance of Windows, Mac, and Linux (Ubuntu) systems (including NGINX and MySQL), while streamlining administrative processes using Trello and Slack, which increased team productivity by 30%.
  • Developed comprehensive technical documentation and user guides, and coordinated client support, reducing response times by 30% through efficient email management systems.

Education

Information and Communication Technology

University of Ngaoundere

Sep 2019 - Jul 2022

Ngaoundere, N/A, CM

Certificates

Virtual Assistance Professional (VAP) Certification

Not Specified

IT Support Certification

Not Specified

Software Engineering (Backend Development Specialization)

Not Specified

Languages

English , French

Skills

System Administration

  • System Administration
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Entra ID
  • Active Directory
  • User Account Management
  • Permissions Management
  • Access Controls
  • Server Management
  • Configuration
  • Patching
  • Performance Monitoring

IT Support & Troubleshooting

  • IT Support
  • Technical Troubleshooting
  • Help Desk & Ticketing System
  • CRM Softwares
  • Remote Diagnostics
  • Hardware Troubleshooting
  • Software Troubleshooting
  • Network Troubleshooting
  • First-Call Resolution

Operating Systems

  • Windows OS
  • Mac OS
  • Linux (Ubuntu)
  • NGINX
  • MySQL

Customer Service & Communication

  • Customer Service
  • Communication
  • Client Satisfaction
  • Issue Resolution
  • Client Onboarding
  • Technical Documentation
  • User Guides

Collaboration & Project Management

  • Collaboration Tools
  • Trello
  • Slack
  • Process Streamlining
  • Workflow Optimization

References

References

Available upon request