EMMANUEL OKON
Melbourne,VIC
Summary
I am a highly motivated business data analyst and full stack developer with a strong background in the technology industry. My expertise lies in leveraging innovative problem-solving techniques, conducting thorough gap analysis, and gathering complex IT requirements. By analyzing and processing business data, I am able to deliver a comprehensive software development lifecycle experience. I have extensive experience in supporting and administering Microsoft 365, SCCM, Active Directory, Azure AD, Group Policy, and Intune. I have managed user accounts and security groups in Active Directory and Azure AD, ensuring proper access control and authentication. I have configured and managed Group Policy settings to enforce security policies, software deployments, and system configurations across the organization. I am proficient in supporting and troubleshooting Microsoft 365 applications, such as Exchange Online, SharePoint Online, and Teams, as well as managing licenses and security settings. Additionally, I have worked with SCCM and Intune for software deployment, patch management, and mobile device management, ensuring compliance and seamless user experiences. I am known for my trustworthiness, efficiency, and reliability, consistently exceeding expectations through exceptional time management and communication skills. With my aptitude for project analysis and support, I consistently meet targets and excel at building influential relationships across all organizational levels. Ultimately, I am dedicated to delivering on business needs and goals with precision and excellence.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
Work History
Help Desk & IT Support
UPCORE
Melbourne
06.2022 - Current
- Provided comprehensive technical support to end-users, resolving hardware, so8ware, and network issues promptly
- Installed, configured, and maintained computer systems, peripherals, and software applications
- Managed and supported various software applications, including Microsoft Office Suite, Adobe Creative
- Cloud, and industry-specific software
- Conducted regular system upgrades, patch installations, and system optimizations to ensure optimal performance
- Troubleshot and resolved network connectivity issues, DNS problems, and VPN configurations
- Assisted in managing user accounts and permissions using Active Directory
- Utilized ticketing systems, such as ServiceNow and JIRA, to manage and track support requests
- Collaborated with cross-functional teams to troubleshoot complex technical issues and develop innovative solutions
- Delivered exceptional customer service, maintaining a high level of professionalism and resolving customer concerns
- 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
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Configured hardware, devices, and software to set up work stations for employees
- Walked individuals through basic troubleshooting tasks
- Suggested software and hardware modifications to reduce lag time and improve overall speed
- Identified potential sales and cross-selling opportunities and informed supervisor
- Monitored systems in operation and quickly troubleshot errors
- Rolled out software updates and applied server patches to thwart threats from penetrating networks
- Provided basic end-user troubleshooting and desktop support
- Documented support interactions for future reference
- Explained technical information in clear terms to promote better understanding for non-technical users
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Configured hardware and granted system permissions to new employees
- Assisted with updating technical support best practices for use by team
- Researched product and issue resolution tactics to address customer concerns
- Responded promptly to incoming sales leads and requests for technical support
Dystech
Melbourne
09.2021 - 04.2022
- Installing and configuring hardware, software, and peripheral devices such as printers and scanners
- Diagnosing and resolving hardware and software issues and network connectivity problems
- Providing technical support for end-users via phone, email, or in-person
- Setting up and maintaining user accounts and permissions for various systems and applications using Microsoft active directory
- Conducting regular maintenance and updates to ensure the smooth running of all technology systems
- Creating and maintaining technical documentation, including user guides and standard operating procedures
- Collaborating with other IT team members to troubleshoot complex technical issues
- Conducting training sessions for end-users to help them better understand technology systems and applications
- Staying up-to-date with the latest technological developments and trends to ensure that the organization is using the most effective technology solutions
- Setting up , building and maintaining user devices, email accounts and Accessories
- Managing users via Azure active directory to ensure all devices are complaint
- Managing the network infrastructure
- Managing Kiosks across different locations
- Applying a variety of visualisation techniques suited to the audience
- Gathering and understanding the business areas data requirements and undertaking trend analysis to develop dashboards and reports
- Working in an agile team where iterative experimentation and data driven decisions with product and user experience are valued.
- Developed and maintained courteous and effective working relationships
- Developed strong organizational and communication skills through coursework and volunteer activities
- Organized and detail-oriented with a strong work ethic
- Demonstrated strong organizational and time management skills while managing multiple projects
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Demonstrated a high level of initiative and creativity while tackling difficult tasks
- Developed strong communication and organizational skills through working on group projects
- Identified issues, analyzed information and provided solutions to problems
- Demonstrated leadership skills in managing projects from concept to completion
- Demonstrated creativity and resourcefulness through the development of innovative solutions
- Skilled at working independently and collaboratively in a team environment
- Worked effectively in fast-paced environments
- Excellent communication skills, both verbal and written
- Proven ability to develop and implement creative solutions to complex problems
- Worked flexible hours across night, weekend and holiday shifts
- Gained extensive knowledge in data entry, analysis and reporting
- Proved successful working within tight deadlines and a fast-paced environment
- Proven ability to learn quickly and adapt to new situations
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
Project Team Lead
Cyber Security Capability and Maturity, DEAKIN University
Melbourne
03.2021 - 06.2021
- Objectives: Research, assess and determine key metrics (based on controls) best accurately represent the cyber security capability and maturity of an organisation
- Tools: CSS, Laravel Framework, Trello, GitHub, Microsoft Teams
- Duties: Liaised with the project owner to get high and low-level requirements of the project and oversaw infrastructure tools GIT, TRELO, MS Teams
- At the same time, I coordinated all agile scrum activities to meet deliverables
- Outcome: Constructed a web application cybersecurity toolkit leveraging Laravel framework to automate the process of quantifying security-based questions to access cybersecurity capability of any organisation, tackling most toolkit drawbacks are Microsoft excel-based
- Result: Obtained Higher Distinction
- Defined project scope, goals and deliverables that supported company objectives in collaboration with management and stakeholders
- Provided ongoing cost and estimate analysis reporting and managed cost allocation
- Developed and managed comprehensive project plans and associated project documents to keep ongoing development on schedule
- Communicated project expectations to team members and stakeholders to set tone for high productivity level
- Managed technical projects, utilizing established project tools and methodologies to bring projects to timely completion
- Built flow charts and project plans, informing clients on available services while proposing viable paths towards accomplishing objectives
- Traveled to remote locations to interact with remanufacturing facilities and meet with business unit teams and dealers to develop product offerings
- Coordinated team members, consultants and material resources across multiple projects and departments
Education
High School Diploma -
Technology
Melbourne, VIC 10.2021 - 05.2022
M.Sc. - Networking and Cyber Security
Deakin University
Melbourne, VIC 06.2020 - 05.2021
B.Sc. - Computer Science
Babcock University
Melbourne, VIC 08.2012 - 05.2016
Skills
Support Ticket System Management
Technical Support Triage
Network Infrastructure Monitoring
Remote System Analysis
Technical Documentation
Mac systems
Application support
Software diagnosis
Desktop support
TCP/IP
Technical issues analysis
Interpersonal Communication
Maintenance and Repair
Teambuilding
Affiliations
International Information Systems Security Certification Consortium (Member) July, 2022 – Present
Australian Computer Society (Member) Sept, 2020 – Present
Nigerian society of Engineers (Member) Feb, 2013 – Present
Timeline
Help Desk & IT Support
UPCORE
06.2022 - Current
High School Diploma -
Technology
10.2021 - 05.2022
Dystech
09.2021 - 04.2022
Project Team Lead
Cyber Security Capability and Maturity, DEAKIN University
03.2021 - 06.2021
M.Sc. - Networking and Cyber Security
Deakin University
06.2020 - 05.2021
B.Sc. - Computer Science
Babcock University
08.2012 - 05.2016