Chi Okoye
Canberra,Australia
Summary
Professional with strong background in IT support services, ensuring efficient operations and excellent client satisfaction. Skilled in problem-solving, communication, and resource management, consistently driving team collaboration and achieving objectives. Adaptable and reliable in dynamic environments, well-versed in administrative tasks, technical troubleshooting, and customer service.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Support Officer/Administrator (Contract)
Winnunga Nimmityjah Aboriginal Health & Community Services
Canberra, ACT
01.2024 - Current
- Coordinate client intake processes to ensure streamlined service delivery.
- Develop and maintain comprehensive client records using electronic health systems.
- Provide advanced technical support for escalated incidents & requests via the service desk CRMs.
- Create dashboards, excel reports, pivot tables & pivot reporting. Interpret & present data analysis results to management. Support mini projects to clean up Active Directory file permissions.
- Install, upgrade and maintain workstation and peripheral hardware and software.
- Create new users in Active Directory and assign Office 365 license.
- Answer support phones and take appropriate action to resolve issues.
- Provide IT support and troubleshoot networks, systems and application issues.
- I escalate requests to the appropriate resolver group for action. Manage & assist with SR’s/Incident Tickets assigned to the Service Desk. Writes ad hoc queries to retrieve data on the go as as per requests.
- I facilitate Change requests, Incidents, Service Requests & implement Directory Services to Active Directory migration. Perform analysis on data to support business needs & decisions.
- Log all customer interaction, filling out detailed information in tickets and document resolutions.
Product Support Associate
Seeing Machines
Canberra, ACT
02.2022 - 01.2024
- Prepared, contributed & maintained the development of the IT Service Desk knowledge base.
- Managed external stakeholders accounts such as Shell, Coca-Cola, and mining companies.
- Provided training and presentations to the technicians and stakeholders on the fatigue detection device manufactured and maintained by Seeing Machines Group.
- Provide technical support to all stakeholders throughout the life-cycle of products.
- I maintain ticket backlog per Seeing Machine's service level agreement.
- Perform incident triage & first resolution for all stakeholders.
- Answer incoming support inquiries via various channels (chat, email, phone, etc).
- I also maintain ownership of incidents until resolved or escalated for further research.
- I carry out troubleshooting for configuration issues OTA with technicians during installations/maintenance. Perform data clean-up & maintain a healthy database.
- Collaborated with cross-functional teams to streamline product support processes and enhance user experience.
- Trained new team members on product features, support tools, and best practices for customer interaction.
- Resolved technical issues for customers, ensuring high satisfaction and timely solutions.
Inventory Control Quality Associate
Amazon Fulfilment Centre
Sydney, NSW
08.2018 - 01.2022
- Completed weekly (IRDR) inventory record defect rate logs & reports detailing product data such as quantity & quality assurance results. Conferred with team lead to revise plans & achieve set KPIs.
- Performed quality assurance initiatives & reduced workflow downtime to increase profits using automated Amazon processes.
- Physically inspected products by performing six-sided check to determine quality Amazon standards are met/maintained.
- Used Microsoft Excel spreadsheet to document as well as share every quality related logs & reports with team lead/members for analysis & projections.
Education
IT Professional Year Programme - Information Technology
Australian Computer Society (ACS)
Canberra, ACT01.2022
Master of Science - Computer Networking
Melbourne Institute of Technology
Sydney, NSW07-2020
Graduate Certificate - Engineering Management
University of Technology, Sydney
12-2017
Skills
- Proficient in Office 365
- Proficient in Microsoft Office
- Technical troubleshooting
- IT technical support
- Business workflow management
- VoIP system management
- Proficient in CRM ticketing tools
- Zendesk support expertise
- Wide area network technologies
- Product support Multitasking & Prioritization
- Process Mapping
- Customer service proficiency
- Stakeholder needs assessment
- Strong attention to detail
- Quality assurance
- Compassionate communication
- Collaborative team member
- Strong oral and written communication
Certification
- ITIL Foundation Certificate
- CompTIA Network+ (In view)
Timeline
IT Support Officer/Administrator (Contract)
Winnunga Nimmityjah Aboriginal Health & Community Services
01.2024 - Current
Product Support Associate
Seeing Machines
02.2022 - 01.2024
Inventory Control Quality Associate
Amazon Fulfilment Centre
08.2018 - 01.2022
IT Professional Year Programme - Information Technology
Australian Computer Society (ACS)
Master of Science - Computer Networking
Melbourne Institute of Technology
Graduate Certificate - Engineering Management
University of Technology, Sydney