Jamilu Junaidu

Experience

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  Phoenix Computers

  Jul 2014 - Sept 2014

  Internship

  Help Desk

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  National Youth Service Corps

  May 2015 - May 2016

  Corp member
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  Falcon Technology

  Jun 2016 - May 2017

  IT Support Specialist

  • Provided technical support to end-users on hardware, software, and network-related issues.• Assisted with Office 365 administration, including user management, licensing, and security configurations.• Troubleshoot issues related to Microsoft Office Suite, Windows Operating Systems, and other business applications.• Provided technical training to end-users on new technologies and software applications.• Created and maintained technical documentation.• Collaborated with cross-functional teams to implement new technologies and systems. Show less

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  First City Monument Bank Limited

  May 2017 - Aug 2018

  Direct Sales Agent

  Track Record:๏ Achieved sales projections via cold-calling, relationship building, & up-selling.๏ Developed new strategies for client generation, expanding customer base by 40%.๏ Generated sales via account opening, loan booking, & customer service.

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  National Rescue Movement

  Sept 2018 - May 2019

  Desk Support

  • Diagnosed and resolved hardware and software issues for end-users, achieving a 90% resolution rate.• Set up new hardware and software for users, ensuring 100% compatibility with IT infrastructure.

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  MASLAHA SEEDS LTD

  Jun 2019 - Aug 2020

  Digital Sales Executive

  • Generated sales leads, increasing sales by 45% in two months through digital marketing strategies.• Updated CRM continuously, improving customer relationship management efficiency.

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  Camara Transforming Education

  Jul 2021 - Nov 2021

  Internship Trainee

  • Refurbished and repaired computers, upgraded and tested PCs, improving operational efficiency by 20%. • Trained new volunteers in hardware maintenance, enhancing team productivity by 15%.

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  Alpha cc

  Nov 2021 - May 2022

  IT Technician

  • Maintained IT equipment, Data room, and communication room ensuring uptime.• Provided IT Support and workshop technical services, resolving issues with Service Level Agreements (SLA).

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  TELUS International

  May 2022 - Feb 2023

  • Provided support to clients through email and chat, maintaining a 95% customer satisfaction rate.• Ensured fair and accurate resolution of customer claims, maintaining a 98% accuracy rate.• Provided friendly, professional, and efficient service via inbound/outbound calls, live chat, and emails, achieving a 90% first-contact resolution rate.• Created and analyzed support tickets, ensuring timely and appropriate processing of issues, reducing ticket backlog by 25%.• Collaborated with IT developers and cross-functional teams to enhance customer services, leading to a 15% improvement in service delivery. Show less • Provided friendly, professional, and efficient service via inbound/outbound calls, live chat and emails• Wow customers by listening attentively to their needs, gain agreement on the resolution and bring the issue to conclusion• Provided basic to moderately complex support to final customers on company products• Making my self available to receive calls for a minimum of 80% of your on-line time• Collaborated with IT developers, as well as the production, marketing, and sales teams to enhance customer services.• Identifying and escalating issues appropriately Show less

  • IT Specialist

    Nov 2022 - Feb 2023

  • CS Specialist

    May 2022 - Nov 2022
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  Covalen

  Feb 2023 - May 2024

  Operation Analyst onsite Meta

  • Investigated and resolved reported issues via ticketing system, achieving a 90% resolution rate within SLA.• Enforced client's Terms of Use by monitoring reports of abuse, reducing policy violations by 25%.• Utilized market-specific knowledge to find scalable solutions, improving user support efficiency by 30%.• Gathered, analyzed, and utilized relevant data to enhance user experience, leading to a 15% increase in user satisfaction.

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  Circet IRE & UK

  Apr 2024 - Oct 2024

  Operating Support – Resource Planner

  • Created and maintained work schedules for staff, ensuring optimal resource allocation and task assignment based on availability and skill sets, resulting in a 20% increase in operational efficiency.• Planned resources (personnel, equipment, and materials) for projects to meet organizational objectives, achieving a 95% on-time project completion rate.• Distributed resources efficiently across teams, projects, and operations, reducing resource shortages by• 15%.• Monitored and adjusted plans to accommodate changes in demand or unexpected events, maintaining a 98% adherence to project timelines. Show less

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  Auxilion

  Oct 2024 - now

  Service Desk Engineer @ Eirgrid

  Troubleshoot and Diagnosed Technical Issues: Identified and resolved hardware, software, and networking system problems, determining root causes ranging from configuration errors to software bugs.Delivered Expert Technical Support: Assisted customers via phone, email, and online chat, offering tailored solutions to both non-technical and technical users, maintaining a high level of customer satisfaction.Escalated Complex Issues: Collaborated with senior engineers and development teams to address intricate issues, ensuring timely and effective resolutions.Documented Issues and Solutions: Maintained detailed records of reported issues and resolutions, contributing to knowledge sharing and identifying recurring patterns for future prevention. Show less