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Theophilus Apiafi

@theophilusapiafi

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Proactive Systems Analyst with expertise in IT support and integrations.

Canada

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What I'm looking for

I am looking for a role that fosters growth, values collaboration, and challenges my analytical skills.

I am a proactive Systems Analyst with over 5 years of experience in IT support and system integrations. My journey in the tech industry has been marked by a commitment to resolving complex escalations and enhancing service delivery. At dormakaba Canada Inc., I successfully improved troubleshooting strategies, leading to a 15% increase in resolution efficiency. My educational background includes a master’s in Information Security and Computer Forensics, equipping me with a unique blend of analytical skills and technical knowledge.

In my role as a 3rd Level Systems Analyst, I received escalations via Jira from 2nd Level Tech Support, where I delivered targeted assistance and executed system integrations involving diverse protocols. My ability to document analytical findings effectively has been instrumental in tracking issues and resolutions. I am passionate about leveraging my skills to deliver exceptional results and contribute positively to any team I join.

Experience

Work history, roles, and key accomplishments

3rd Level Systems Analyst

dormakaba Canada Inc.

Jun 2021 - Present (4 years 3 months)

Received escalations via Jira from 2nd Level Tech Support, delivering targeted assistance. Evaluated escalations to pinpoint unresolved troubleshooting steps, enhancing resolution strategies. Documented analytical findings in Jira to effectively track issues and resolutions.

Jira Troubleshooting System Integration Documentation

Software Deployment Specialist

dormakaba Canada Inc.

Sep 2019 - Present (6 years)

Spearheaded the deployment of company software for new customers, ensuring successful installation. Executed system integrations involving various system protocols. Conducted software training and onboarding sessions for new customers, significantly enhancing user experience.

Software Deployment System Integration Customer Training Onboarding User Experience

1st Level IT Support

dormakaba Canada Inc.

Oct 2017 - Present (7 years 11 months)

Addressed and logged customer service-related calls, providing timely support. Accessed customer operating systems remotely to troubleshoot and resolve IT issues, escalating to higher support tiers when necessary.

IT Support Customer Service Escalation Management

Customer Service Personnel / Call Centre Agent

EVO

Jun 2015 - Present (10 years 3 months)

Handled and logged customer service-related calls, ensuring efficient resolution of inquiries. Processed payment requests related to customer accounts with accuracy.

Customer Service Payment Processing Inquiry Resolution Logging

Customer Service Agent

Alorica

Jun 2015 - Present (10 years 3 months)

Managed and documented customer service-related calls, streamlining the resolution process. Facilitated payment processing for customer requests with precision.

Customer Service Documentation Payment Processing

Education

Degrees, certifications, and relevant coursework

University of East London

MSc., Information Security and Computer Forensics

Grade: Merit

Achieved Merit classification in Information Security and Computer Forensics. Modules included: Security Management, Computer Security, IT Law, and Seizure and Examination of Computer Evidence (including disk imaging).

University of East London

BSc. (Hons), Computing

Grade: First Class Honors

Activities and societies: Developed a script for user management in Windows/Linux operating systems; created a use case diagram and interface for a shopping system, both as part of a group and individually; formulated a comprehensive security proposal for a company; collaborated with a team to design and implement an Oracle Database system for a college.

Obtained First Class Honors in Computing. Modules included: Professional Issues, Operating Systems (Windows and Linux), Information Systems Design and Modelling, Database Systems, Surveillance Security, Network Technology, Advanced Topics in Networking, Workshop Practice, Research Skills, and Project (on packet filtering firewalls).