Technical Support Engineer

SADIQ E. ABUBAKAR

Texas, USA Phone: +1-281-***-**** e-mail: *****************@*****.***

IT Support Technical Support IT Operations Support

PROFESSIONAL SUMMARY

I am a results-driven IT Operations Management professional with over a decade of experience in Project Management, Information Technology, and Systems Administration. I am mission-driven and committed to enhancing operational excellence and security within IT infrastructures, leveraging my expertise in compliance frameworks, risk management, and SaaS tools. My proven record of accomplishment includes implementing new technologies, managing IT operations, and delivering effective solutions that align with your organizational goals. I am also an accomplished Trainer, Enterprise Architect, and Certified Scrum Master.

SOFT SKILLS AND CORE STRENGTHS

- Problem-Solving and Critical Thinking

- Presentation and Communication

- Technical Expertise

- Documentation and Time Management

- Customer-Centric Mindset

- Flexible, Patient, Detail-Oriented Attitude and Self-motivated

PROFESSIONAL EXPERIENCE

Technical Support Specialist - Intel Corporation, California USA September 2024 - Present

Responsibilities:

- Respond to incidents assigned to the Level 2 ticket queue, ensuring timely resolution and effective communication with clients through phone, remote connections, and in-person interactions.

- Document client incidents in a ticket management system and collaborate with Level 3 technicians on projects and onboarding processes.

- Conduct advanced troubleshooting of software and hardware problems, maintaining internal systems and solutions.

- Develop documentation for client processes and technical issues, ensuring adherence to established policies and procedures.

IT Operations Support Engineer - VIZExplorer, Nevada USA January 2022 - August 2024

Responsibilities:

- Serve as a trusted advisor, managing customer inquiries with empathy and efficiency while maintaining

In-depth knowledge of supported applications.

- Monitor application performance, recommend improvements, and provide technical support for system incidents.

- Participate in hands -on testing and bug reporting, ensuring optimal functionality of integrated vendor applications.

- Manage and prioritize incoming user support requests, addressing operational issues and technical defects throughout the support lifecycle.

Technical Support Engineer - Silicon Valley Bank (SVB), California USA April 2022 - December 2022

Responsibilities:

- Provide technical partner support, managing daily cases and resolving routine technical issues efficiently.

- Collaborate with vendors to drive continuous communication around escalated cases and ensure timely resolutions.

- Assist in developing support processes while providing exceptional customer service and problem resolution.

Senior Technical Support Manager – BVN Global Operations

Nigeria Inter-Bank Settlement Systems Plc (NIBSS-Plc) September 2017 - March 2022

Project Manager, Biometric Verification Number (BVN) Project

Nigeria Inter-Bank Settlement Systems Plc (NIBSS-Plc) July 2014 - September 2017

EDUCATION

- Professional Certificate - Managing Complex Projects and Organizations

Massachusetts Institute of Technology (MIT), Cambridge MA, USA

- Master’s Degree (MS) - Information Technology (IT)

Ladoke Akintola University of Technology, Oyo State, Nigeria

- Advanced Diploma - Network Engineering

APTECH Worldwide, San Mateo CA, USA

CERTIFICATION AND TRAINING

- Microsoft Certified Professional

- Lean Six Sigma Certification

- TOGAF 9 Certified

- IT Service Management - ITIL V3

- Professional Scrum Master Certified PSM

- PMI Generative AI Overview for Project Managers

- SAFe 5.0 Certified Scrum Master

- Project Management Professional (PMP) Training

- IBM Certified Practitioner - Enterprise Design Thinking

- SQL

- CompTIA Server + A+ Training

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