Uchenna Emily
North Rocks ,NSW
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines having over 10,000+ users. Enthusiastic team player ready to contribute to company success.
Overview
8
8
years of professional experience
Work History
IT Technical Support Specialist
BGIS
01.2023 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. Microsoft, Intune, Active Directory, Azure.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Provided replacement files to customers missing data, media files, and software components.
- Managed onboarding and offboarding of employees.
- Kept software licenses current for computers and mobile devices.
- End-Point management for Android and IOS product.
IT Support Specialist
College Of Law
01.2022 - 09.2022
- Worked flexible hours; night, weekend, and holiday shifts.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Logged support tickets and closed when issues were resolved.
- Resolved technical issues by troubleshooting.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Removed malware, ransomware and other threats from laptops and desktop systems.
Cyber Incident Analyst
Access Bank
02.2016 - 05.2017
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Ensured Security control are effectively operational; First point for contact for TI Security Alerts.
- Was point of contact for audit &compliance activities, facilitation of Local SOC
- R e v i e w &recommend updates to security policies &standard management
- IT risk Register. Updated daily
- Coordinated regular Security Penetration &Vulnerability testing.
- Review &recommend updates on security
- Policies&standards of work systems.
Education
SOC Analyst -
Cybrary
Certificate - Fundamental To Cybersecurity
Cybrary It
12.2022
Bachelor Of Computer Science -
University of Calabar
Calabar08.2015
Skills
- User Experience
- Customer Support Needs Assessment
- Software/ Hardware Diagnosis
- Hardware Upgrades/ Repair
- Apple IOS/ Windows
- Command Prompt/ Poweshell/ Linux
- Wire Shark Software
- Splunk SIEM
- Virtualisation
- TCP/IP
- Cloud (Azure, Exchange, Office 365 Admin)
Timeline
IT Technical Support Specialist
BGIS
01.2023 - Current
IT Support Specialist
College Of Law
01.2022 - 09.2022
Cyber Incident Analyst
Access Bank
02.2016 - 05.2017
SOC Analyst -
Cybrary
Certificate - Fundamental To Cybersecurity
Cybrary It
Bachelor Of Computer Science -
University of Calabar
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