MIRACLE EZE
@miracleeze
IT Service Desk Engineer delivering fast, reliable Tier 1 & 2 technical support.
NigeriaWhat I'm looking for
I am an IT Service Desk and Technical Support Engineer with over four years of experience providing Tier 1 and Tier 2 support across fintech, banking, and enterprise environments. I specialize in incident management, ticket lifecycle ownership, and maintaining high first-call resolution and SLA compliance.
At Flutterwave I improved ticket handling efficiency by 80% within my first month and consistently closed 95% of issue tickets on the first call without escalation. I administer Microsoft 365 environments, manage HappyFox and other ITSM tools, and build knowledge bases and reporting to drive informed decision-making.
My technical skill set includes Microsoft 365 administration, Azure Fundamentals, endpoint and Windows desktop support, VOIP configuration, VPN troubleshooting, and workflow automation using Zapier and APIs. I also have experience onboarding agents, training teams, vendor coordination, and automating incident reporting.
I am ITIL 4 certified and Microsoft Certified: Azure Fundamentals. I bring a customer-focused approach, clear communication, and a track record of improving support efficiency and user satisfaction, and I seek roles where I can continue to scale support operations and mentor support teams.
Experience
Work history, roles, and key accomplishments
IT Service Desk Engineer
Flutterwave, Inc
May 2023 - Present (2 years 10 months)
Provide Tier 1/2 IT support and incident management for fintech operations, improving ticket handling efficiency by 80% and maintaining a 95% first-call resolution rate while producing weekly/monthly incident reports.
IT Service Desk Engineer
Sterling Oil Exploration and Energy Production Co, Limited
Aug 2021 - Apr 2023 (1 year 8 months)
Provided desktop and laptop support, OS installation, VOIP configuration and SysAid ticket management to prioritize and resolve support requests efficiently.
IT Helpdesk Technician
CWG PLC - First City Monument Bank
Jun 2019 - Aug 2021 (2 years 2 months)
Delivered Tier 1 IT support for non-technical users, handling 100+ daily requests, maintaining systems and peripherals, and coordinating vendor replacements.
Education
Degrees, certifications, and relevant coursework
University of Ibadan
Master of Science, Energy Economics
2021 - 2023
Master of Science in Energy Economics completed while working in IT support roles.
University of Ibadan
Bachelor of Science, Mathematics
2018 - 2023
Activities and societies: Provided desktop/laptop support, troubleshooting for Windows OS, installed applications and VOIP configurations; participated in campus fellowship leadership.
Completed a Bachelor of Science in Mathematics with coursework and practical support skills applied to IT service desk and desktop support roles.
University of Nigeria, Nsukka
2015 - 2015
Attended coursework in 2015 as part of undergraduate studies prior to completion of the Bachelor of Science degree.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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