An IT Support Specialist is a professional who assists individuals and organizations in resolving technical issues related to computer software, hardware, networks, and systems. Their primary role involves providing technical support and troubleshooting assistance to end-users, with the ultimate goal of maintaining the smooth operation of technology infrastructure. Here are some key responsibilities and skills commonly associated with an IT Support Specialist: Responsibilities: 1. Responding to user inquiries and providing prompt technical support via various channels (phone, email, chat, or in-person) 2. Diagnosing and resolving hardware and software issues on desktops, laptops, printers, and other devices 3. Installing, configuring, and updating software applications and operating systems 4. Assisting in network setup, troubleshooting network connectivity, and resolving internet-related problems 5. Troubleshooting and resolving issues with email, file sharing, and other communication platforms 6. Conducting system backups and ensuring data integrity and security 7. Collaborating with other IT team members to escalate complex issues and collaborate on resolving them 8. Documenting solutions and maintaining knowledge bases and technical documentation for future reference 9. Educating users on basic computer operations, best practices, and security measures Skills: 1. Strong technical knowledge of operating systems (Windows, macOS, Linux) and software applications 2. Proficiency with networking concepts, protocols, and troubleshooting tools 3. Knowledge of hardware components and the ability to diagnose and repair hardware issues 4. Experience in managing Active Directory, user accounts, and group policies 5. Familiarity with ticketing systems and remote support tools 6. Excellent problem-solving and analytical thinking skills 7. Effective communication and customer service skills to assist users of varying technical backgrounds 8. Ability to work independently and collaboratively in a team-oriented environment 9. Adaptability and willingness to learn new technologies and keep up with industry trends Overall, an IT Support Specialist is responsible for ensuring that technology systems and equipment function seamlessly, providing reliable support to users, and contributing to the overall productivity and efficiency of an organization's IT infrastructure.

1. BASSEY ABIA
+234 806 402 6662 Odukpani Close, Basin Satellite Town, Calabar, Cross River State, Nigeria.
abia.basseyedet@hotmail.com https://www.linkedin.com/in/bassey-abia-5a001137/
SUMMARY OF QUALIFICATIONS
 More than 15 years of experience as a seasoned
computer technician with the ability to diagnose,
troubleshoot, and repair hardware and software
issues, as well as familiarity with relevant
software.
 Excellent problem-solving and customer service
abilities.
 Highly motivated computer technician with
experience in installation, configuration,
maintaining, and providing technical support for
computer systems.
 A fundamental understanding of information
technology architectures, including integration,
and application software, databases, subsystem
components, and hardware.
 Extensive domain knowledge, innovative problem-
solving abilities, and strong analytical abilities.
 Design and documentation of business processes.
 Foundational knowledge of emerging methods,
procedures, tools, technology, best practices and
techniques within the IT industry.
 Strong verbal and written communication abilities,
including the capacity to explain concepts and
engage clients who are not technically savvy in
discussions of complex topics.
 The capacity to lead training sessions,
requirements sessions, and presentations to large
audiences.
 Exhibit abilities in evaluation and critical thinking.
 A team player and skilled communicator who is
able to work with other teams.
 Proactive, with hands-on experience in various
areas of technology.
COMPENTENCES
Technical Skills
 Proficient in installing and configuring computer
hardware, operating systems, and applications.
 Experienced in troubleshooting system and
network problems and resolving hardware or
software faults.
 Knowledgeable in replacing parts and conducting
electrical safety checks on computer equipment.
 Skilled in providing support, including procedural
documentation and relevant reports.
 I am familiar with following diagrams and written
instructions to repair faults or set up systems.
 Capable of testing and evaluating new
technology.
 Able to conduct user account set-up, profile
management, and password issue resolution.
 Microsoft Office Suite
 Operating Systems (Window 7..., Window 11),
MacOS (Apple), Open Source
PROFILE
Highly skilled IT professional—a knowledgeable user support technician with 15+ years’
experience in the information technology industry with a strong base in computer hardware,
software, operating systems, and network maintenance. I utilize my technical expertise and
problem-solving abilities to ensure smooth operations and provide efficient support to staff and
clients. I advise, supervise other technical support workers, train, and interact electronically and
in person with computer users to provide solutions and resolve technical issues.
I manage computer systems, troubleshoot problems, fix hardware, provide business systems
and networks, provide Internet support, compile, organize, and keep track of issues and
solutions. Also, I participate in redesigning applications and other software using my networking
and software application knowledge. I am innovative, teachable, an infinite and indispensable
asset, an excellent bridge builder, a team player, and a trailblazer, ready to take the lead at any
time. I am excited to work with a forward-thinking organization where I can excel and produce
exceptional results.
KEY ACCOMPLISHMENTS
Enhance Desktop Support System for Improved Efficiency and User Satisfaction
 Implemented a comprehensive desktop support system that improved efficiency by 30% and
reduced downtime for end-users.
 Successfully managed and resolved over 500 technical issues within a year, maintaining a
98% satisfaction rate.
 Developed and delivered customized training sessions for users, resulting in increased
productivity and reduced support requests.
 Introduced proactive monitoring tools, identifying and resolving potential issues before they
impacted users, leading to a more stable and reliable IT infrastructure.
 Recognized by management and the government for outstanding performance and
dedication to providing top-notch IT support.
 Implemented robust data security measures, ensuring the privacy and protection of sensitive
information while also conforming to regulatory standards.
Digital Transformation: Window 10 OS to Window 11 OS
 Designed and delivered an in-service training workshop for an IT consulting firm, equipping
employees with advanced skills and knowledge in the latest technologies and industry best
practices.
 I worked with PM on the estimated budget cost and time line of delivery during planning.
 Tested existing software applications on the new technology to ensure compatibility before
migration.
 Planned and documented migration schedule to reduce manhour loss.
 Tested the reliability and scalability of new technology for existing COTS software.
 Facilitated several workshops that included leadership and end users of what to expect
during this change.
 Prepared training guides & manuals for go-by and developed a comprehensive curriculum
tailored to the specific needs of the organization, covering topics such as operating systems,
cybersecurity, cloud computing, Microsoft Office Suite, and data analytics.
 Prepared a document guide for end-users to back up their files and folders prior to
migration.
 Instituted a significant improvement in employee performance and a seamless integration of
new technologies into their IT infrastructure, ultimately leading to increased client
satisfaction and business growth.
Exceptional Technical support and customer service achievement
 Successfully resolved over 200 technical support tickets within a 3-month period, achieving a
95% customer satisfaction rating.
 Implemented efficient troubleshooting techniques and provided clear and concise
instructions to users, resulting in a significant reduction in average resolution time.
 I received commendations from both colleagues and clients for exceptional problem-solving
skills and excellent customer service.
IT Professional – User Support Technician

2.  Mobile technology (Android, Windows, and iOS)
 Microsoft 365 (Teams, SharePoint)
 Microsoft CRM
 Microsoft Office Suite
 Microsoft 365 (Teams, SharePoint)
 Computer (Hard/Software)
Soft Skills
 Excellent communication skills, both face-to-face
and over the phone, to effectively assist users
and resolve issues.
 Strong problem-solving abilities to diagnose and
resolve technical problems promptly.
 Exceptional time management skills to prioritize
and manage multiple open cases simultaneously.
 Ability to work independently and collaboratively
as part of a team.
 Quick learner with a passion for staying updated
with the latest technological advancements.
 Proven ability to establish and maintain positive
working relationships with customers and other
professionals.
 Result Oriented
 Leadership skills
 Mentoring skills
 Innovative skills
 Analysis skills
 SPSS
 Programming
 Tracking, monitoring, and evaluation
 Visual Basic, Java, HTML, and CSS
EDUCATION
 B. Sc., Computer Science – University of the
People, Pasadena, CA, US | Jan 2015
 A. Sc., Computer Science – University of the
People, Pasadena, CA, US | July 2014
 B. Sc., Industrial Chemistry – University of Port
Harcourt, Rivers, Nigeria | Jan 2005
 WAEC Senior School Certificate – Federal
Govt. College, Ikom, Nigeria | Jan 1996
 First School Leaving Certificate – University
Staff School, Calabar, Nigeria | Jan 1990
PROFESSIONAL DEVELOPMENT, CERTIFICATIONS,
AND TRAINING
 ISO 20000 – Principle of IT Service management
System (ITSMS) Certificate, CDP Certified | May
2023.
 Certificate of Completion in “Authoring Accessible
Microsoft Excel Documents” –
Office of Accessible Systems & Technology,
Homeland Security, United States | April 2023.
 Certificate of Completion on “Authoring Accessible
Microsoft Office PowerPoint Documents” – Office
of Accessible Systems & Technology, Homeland
Security, United States | April 2023.
 Certificate of Completion on “Authoring Accessible
Microsoft Office Word Documents” – Office of
Accessible Systems & Technology, Homeland
Security, United States | April 2023.
Transformation of Computer Science Education – Empowering Students in the Digital Age
 As a dedicated computer teacher and tech enthusiast in a secondary school, I successfully
transformed the way students engage with technology and computer science education.
 Implemented an innovative curriculum that went beyond the traditional classroom setup,
incorporating hands-on projects, coding challenges, and interactive learning platforms to
foster a deeper understanding and passion for computer science among students.
 Designed and delivered engaging lessons that catered to students with diverse learning
styles, ensuring accessibility and inclusivity in the classroom.
 Utilized a variety of teaching tools and resources, such as educational apps, coding
platforms, and virtual reality experiences, to create an immersive and dynamic learning
environment.
 Established a computer club within the school, providing additional opportunities for
interested students to explore advanced topics, collaborate on projects, and participate in
extracurricular activities such as robotics and web development. This initiative not only
fostered teamwork and critical thinking but also prepared students for future careers in
technology.
 Designed a database management system for computing and analyzing results in secondary
schools.
 Actively engaged with the local community by organizing technology workshops and
seminars for parents and fellow educators. These efforts served to bridge the digital divide
and promote digital literacy among the wider school community.
PROFESSIONAL EXPERIENCE
User Support Technician January 2005 – Till Date
The Abia Communication Link (Theabcom Link), Calabar, Nigeria – Self Employed
 Install and configure computer hardware, operating systems, and applications.
 Monitor and maintain computer systems and networks to ensure smooth operations.
 Provide technical support to clients and resolve issues through face-to-face interactions or
over the phone.
 Troubleshoot system and network problems by diagnosing and solving hardware or software
faults.
 Replace parts as required for efficient system functionality.
 Prepare procedural documentation and relevant reports to support IT teams.
 Follow diagrams and written instructions to repair faults or set up systems.
 Assist in the roll-out of new applications to ensure successful implementation.
 Set up new users' accounts and profiles, and resolve password issues promptly.
 Deploy proactive measures to ensure the timely resolution of technical problems.
 Manage and prioritize multiple open cases to ensure efficient problem resolution.
 Establish and maintain positive working relationships with customers and software
developers.
 Test and evaluate new technology to improve system performance and efficiency.
 Conduct electrical and electronic safety checks on computer equipment to ensure
compliance with standards.
Computer Support Analyst February 2021 – August 2023
Master Soft Tech - Abakaliki, Ebonyi State, Nigeria
 Provided technical support to end-users, troubleshooting and resolving hardware and
software issues in a timely and efficient manner.
 Installed, configured, and maintained computer systems, including operating systems,
software applications, and peripherals.
 Collaborated with cross-functional teams to ensure seamless integration and compatibility of
new software and hardware solutions.
 Assisted users with network connectivity, including troubleshooting network issues.
 Implemented a comprehensive knowledge base and self-help resources, resulting in a 30%
reduction in support tickets and a significant decrease in response time for end-users.
Help Desk Technician December 2020 – February 2021
Baseline Assessment Committee, University of Calabar, Cross River State, Nigeria
 Provided first-line technical support and assistance to relevant departments.
 Transformed pertinent data into visual information for presentation and report.
 Integrated a data management technique for the baseline data committee.
 Tracked all incidents and service requests in the IT service management system, ensuring
accurate procedural documentation and timely resolution.
 Collaborated with other IT teams to escalate and resolve complex technical issues, ensuring
minimal disruption to end-users at the university.

3.  Certificate of Completion on “Authoring Accessible
PDF Documents” – Office of Accessible Systems &
Technology, Homeland Security, United States |
April 2023.
 Certificate of Completion on “Procuring Section 508
Conformant Products” – Office of Accessible
Systems & Technology, Homeland Security, United
States | April 2023.
 Certificate of Completion on “What is Section 508
and Why Is It Important?” – Office of Accessible
Systems & Technology, Homeland Security, United
States | April 2023.
 Certificate of Induction on Wealthiness Healthcare
Services, IVM South Consults Services | September
2021.
 Statement of Accomplishment in Introduction to
Computer Networking, Stanford University | May
2019.
 Certificate of Accomplishment on Introduction to
Food and Health, Stanford University School of
Medicine | April 2019.
 Professional Examination Certificate in Public
Administration (Chartered) | November 2013.
 DEAC Business Standard Tutorial Certificate in
Distance Education and Training Council | July
2015.
 Certificate of Completion in Fundamental Strategies
for Career Success | April 2015.
 Associate of the Chartered Institute of Local
Government and Public Administration of Nigeria |
December 2013.
 Certificate of Participation in the International
Conference on Policy Review & Development
Strategies | May 2012.
 Certificate of Participation in Education
Management Consult | February 2009.
 National Youth Service Corps – Certificate of
National Service | September 2007.
LANGUAGE
English (Native)
ACTIVITIES AND INTERESTS
Computerization, networking, instrumenting, singing,
and football.
REFEREES
Available on request.
Team Lead, Program Advisor (Help Desk Analyst) July 2015 – October 2019
University of the People (UoPeople), Pasadena, CA, US
 Main point of contact for students and guests of the university, providing exceptional
technical, troubleshooting, and support services to students and staff.
 Developed templates using the CRM as a working tool for the university.
 Analyzed data and proposed measures to improve online learning resources.
 Supervised other advisors and anchored team-building capacity among staff.
 Resolved hardware and software issues, including desktops, laptops, and mobile devices.
IT Consultant January 2014 – December 2014
Cross Rivers State Government, Nigeria
 Organized IT workshops for civil servants in several local government agencies in CRS.
 Delivered a keynote address on computer appreciation, operating systems, and Microsoft
Office applications (such as MS Word, Excel, and PowerPoint, etc.),
 Trained civil servants on computer hardware and software operation, providing first-line
technical support to stakeholders.
 Installed, configured, managed, and resolved hardware and software computer-related
issues. This included third-party software on laptops to meet business goals and objectives.
 Provided Internet access and network connectivity, and supervised helpdesk activities.
 Collaborated with cross-functional teams to ensure seamless integration and compatibility of
new software and hardware solutions.
 Implemented a comprehensive knowledge base and self-help resources, resulting in 80%
computer awareness and a significant decrease in response time for end-users.
Chief Information Officer (CIO) January 2009 – January 2014
World Bank-Assisted Project on Infectious Diseases and Environment Education, STEP-B, Nigeria
 Developed and implemented the organization's IT strategy in alignment with the overall
business strategy to support the achievement of the STEP-B Project.
 Led the IT department and provided strategic directions that managed IT resources to
ensure the successful execution of technology initiatives that drove the teaching of ID and EE
in schools.
 Oversee the design, implementation, and maintenance of the organization's technology
infrastructure, including networks, servers, databases, and cybersecurity systems.
 Evaluated and recommended new-driven innovative technologies and solutions that can
enhance operational efficiency and improve classroom teaching of ID and EE in schools.
 Establish and enforce technology policies, standards, and procedures to ensure compliance
with regulatory requirements and industry best practices in secondary schools.
 Use networking and software applications to provide technical support for research workers
and stakeholders onsite or remotely.
 Transformed pertinent data into visual information for presentation and report.
 Recommended, developed, and implemented e-learning resources as a new health paradigm
for teaching and learning ID and EE in both primary and secondary schools.
 Formulated an IT educational facility to formulate and govern a realistic health educational
policy on ID and EE issues.
 Collaborated with the principal investigator, program managers, and department heads to
identify and prioritize technology investments based on business needs and anticipated
returns for the teaching and learning of ID and EE in schools.
Information Technology (IT) Support Technician March 2006 – January 2009
Holy Ghost Foundation Schools, Abakaliki, Ebonyi State, Nigeria
 Mentored students on computer science and appreciation in a secondary school setting.
 Institutionalized network resources to facilitate e-learning in the school.
 Assisted students and teachers with computer hardware and software issues,
troubleshooted problems, and ensured the smooth operation of technology in the
classroom.
 Provided one-on-one support to empower students and staff to utilize digital tools
effectively for learning and research.
 Collaborated with the school administrator and teachers to integrate technology into the
curriculum.
 Developed a database management system and an analytical tool for record-keeping,
analysis, and evaluation of students’ results and records.
 I repaired and troubleshooted computer systems and implemented a routine maintenance
culture.