NENWARANG JOSEPH LONGJI
Accra
Summary
Dynamic Technical Support Technician with a proven track record experience in IT support and customer care. Achieved a 95% first-call resolution rate while enhancing user satisfaction. Skilled in hardware troubleshooting and technical documentation, driving process improvements and fostering team collaboration for optimal results.
Overview
10
10
years of professional experience
Work History
Technical Support Technician
REDOXCORP SHIPPING & LOGISTICS
Lagos
08.2021 - 03.2025
- Resolved an average of 15+ technical support tickets per day, maintaining a 95% first-call resolution rate and enhancing overall user satisfaction.
- Diagnosed and repaired hardware/software faults, reducing average downtime by 30%, ensuring seamless IT operations.
- Improved network reliability by addressing configuration and connectivity issues, achieving 99.5% network uptime.
- Installed and configured hardware/software for 100+ users, reducing new employee onboarding time by 25%.
- Developed procedural documentation for common issues, cutting issue resolution time by 20% and improving team knowledge sharing.
- Provided support during 3 major software/application rollouts, contributing to 100% successful deployments with minimal disruptions.
- Conducted follow-up communications post-resolution, boosting client satisfaction and feedback engagement by 40%.
- Performed over 200 electrical safety checks on critical IT equipment, ensuring full compliance with internal and external safety standards.
- Managed multiple support cases concurrently, meeting SLA targets on 98% of tickets handled.
- Participated in testing and evaluating 3 new hardware platforms, offering data-driven insights that informed company purchasing decisions.
Customer Service/Technical Support Representative
BLUE PRINT HUB
Plateau
01.2017 - 03.2019
- Handled an average of 40+ daily customer inquiries and complaints via phone and email, achieving a consistently high customer satisfaction rating.
- Resolved technical issues over the phone, reducing repeat customer calls by 25% through clear communication and efficient troubleshooting.
- Analyzed customer feedback and support data to identify recurring issues, contributing to process improvements and reducing average response time by 15%.
- Developed and implemented a targeted social media support strategy, increasing customer engagement by 20%, and improving brand visibility online.
- Collaborated with cross-functional teams (marketing, sales, customer service) to enhance customer journey mapping and address key service pain points.
- Contributed to a 20% increase in customer retention.
- Conducted on-site location mapping in Jos, ensuring accurate data collection, and supporting logistical planning for field operations.
MAINTENANCE ENGINEER
CHECKMATE COMPUTER
Plateau
01.2015 - 11.2016
- Implemented a preventive maintenance program that reduced breakdowns by 40%
- Led a team to complete a major maintenance overhaul, resulting in 25% reduction in downtime.
- Improved maintenance efficiency by 15% through process improvements.
- Implemented an inventory management system that reduced spare parts costs by 20%.
- Maintained a 10% reduction in workplace accidents through implementation of safety protocols.
- Implemented cost-saving initiatives that reduced maintenance costs by ₦ 150,000.
- Increased equipment uptime by 25% through proactive maintenance and repairs.
Education
Some College (No Degree) - Computer Clouding
SKILLIUP SIMPLILEARN
Online03.2023
Bachelor of Science - Sociology
PLATEAU STATE UNIVERSTIY
Bokkos,Plateau State, Nigeria01.2023
Diploma - Computer Hardware and Software, system cloning
SMART TECH COMPUTERS
Plateau, State, Nigeria01.2017
Certificate - Computer Application
CHECMATE COMPUTERS
Plateau, State, Nigeria01.2016
Diploma - Computer Maintenance and Repairs
CHECKMATE COMPUTERS
Plateau, State, Nigeria01.2015
SSCE -
GOVERNMENT SECONDARY SCHOOL
Anglo-Jos, Plateau, Nigeria01.2013
FLSC -
ITF STAFF SCHOOL
Rantya, Jos, Plateau01.2006
Skills
- IT support
- Computer maintenance
- Technical documentation
- Customer care services
- Hardware & Software troubleshooting
- Hardware and peripherals
- Technical troubleshooting
- MS office
Hobbies and Interests
- Reading
- Tourism
- Networking
- Music
References
Upon Request
Languages
- English, Fluent
- Hausa, Fluent
- Nags, Good
Timeline
Technical Support Technician
REDOXCORP SHIPPING & LOGISTICS
08.2021 - 03.2025
Customer Service/Technical Support Representative
BLUE PRINT HUB
01.2017 - 03.2019
MAINTENANCE ENGINEER
CHECKMATE COMPUTER
01.2015 - 11.2016
Some College (No Degree) - Computer Clouding
SKILLIUP SIMPLILEARN
Bachelor of Science - Sociology
PLATEAU STATE UNIVERSTIY
Diploma - Computer Hardware and Software, system cloning
SMART TECH COMPUTERS
Certificate - Computer Application
CHECMATE COMPUTERS
Diploma - Computer Maintenance and Repairs
CHECKMATE COMPUTERS
SSCE -
GOVERNMENT SECONDARY SCHOOL
FLSC -
ITF STAFF SCHOOL
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