Gideon Jamala
IT Support Specialist
Summary
CompTIA A+ certified technical support professional with hands-on hardware, software, and peripheral troubleshooting experience across Windows and macOS environments, including equipment preparation, packaging, and on-site setup for a partner location. Comfortable working under pressure in fast-paced, customer-facing settings, with a self-built Active Directory/Jira Service Management help desk lab covering ticketing and account support. Patient, dependable, and focused on resolving issues efficiently.
Education
June 2025
M.Eng (Honours) Electrical and Computer Engineering
University of Windsor
Relevant coursework: Computer Networks (95%), Data Security and Cryptography (98%), Secure Electronic Commerce (87%).
Graduated with an 89.75% cumulative average.
May 2021
B.Eng Computer Engineering
Covenant University
Computer Networking and Security, CCNA Networking Basics and Routing & Switching, Cryptography Principles and Applications, Microprocessor Systems and Interfacing.
Experience
Oct 2026 - Present
AI Coding Agent Evaluator (Contract) Dates
Mercor
- Evaluate and compare two AI coding agents on real-world software engineering repositories, judging code quality and task performance to determine which model performs better and why, maintaining a 100% first-pass acceptance rate on reviewed task submissions to date.
Jul 2026 - Sep 2026
Automotive Case Manager
Concentrix, Remote (Windsor, ON)
- Mediated between customers and Hyundai dealership staff to resolve automotive case disputes, handling 20-25 calls daily through Connex (Salesforce-based case management, Five9 for calls) while managing an end-to-end caseload that grew to roughly 62 cases.
Feb 2026 - Sep 2026
Software / AI Trajectory Reviewer (Contract)
Mercor, Remote
- Reviewed real-world software engineering task trajectories (tool calls, code diffs, test outputs) against strict rubric and quality standards, translating complex technical detail into clear, structured explanations.
Mar 2019 - Aug 2019
IT Intern
Total Exploration and Production, Rivers State, Nigeria
- Provided first-level, in-person technical support across a large enterprise site on Windows workstations and, alongside the IT team, macOS devices - resetting network/internet connections and diagnosing hardware, software, and peripheral issues on the spot; averaged 3-5 office visits daily on assigned tickets, recognized for support volume.
- Tracked Dell workstation inventory office-to-office ahead of a hardware refresh and managed intake/retirement of units - packaged retired units for donation, personally traveled with the shipment, and set up the donated machines in a partner school's computer lab, with the team relying directly on the section counts maintained.
- Supported physical infrastructure across teams: cable management, conference-room VoIP/AV checks, telecom and rooftop dish inspections, and server room hardware checks, including drive replacements for backup operations.
Jul 2021 - Jul 2022
Mathematics Teacher
Ijaw National Academy, Bayelsa, Nigeria
- Took full responsibility for Mathematics instruction for 271 students across four ability-streamed classes after the assigned teacher was transferred, communicating technical, multi-step material clearly to non-specialist audiences
Skills
Networking
TCP/IPDNSDHCPNATARP/EthernetWireshark packet analysis
IT Support and Business Applications
troubleshootingticket logging/escalationActive DirectoryJira Service ManagementWindows 10/11macOSMicrosoft 365SQL/PostgreSQLExcel (formulas, pivot tables)
Frontend
ReactJavaScriptHTMLCSSRedux
Backend
PythonFastAPIRedisCeleryFirebasePostgresql
DevOps
GitHubActions