Chima Anthony Ukachukwu

Chima Anthony Ukachukwu - |-| LinkedIn HELP DESK TECHNICIAN Technical Support | Customer Support | Software Troubleshooting Results-oriented and adaptable IT operations professional with experience in customer service, technical support, PC maintenance, and system administration. Possess adeptness in implementing technology-based solutions for business problems, along with standards, procedures, and processes that improve business functionality. Areas of expertise include: Help Desk Ticketing Systems Problem Diagnosis Technical Troubleshooting Phone & Online Support Office 365 Support Emotional Intelligence Customer Service Complaint Handling Software Installs Technology Proficiencies Ticketing: Freshdesk, Jira Service Desk, ServiceNow, Rave, Zendesk Software: Active Directory, Office 365, Outlook, SharePoint, Exchange Online, Cisco AnyConnect, Duo, Slack, Zoom, Microsoft Teams, PowerShell, SQL Browsers: Google Chrome, Microsoft Edge, Mozilla Firefox Networking: LAN, Mesh Wi-Fi Network Systems, DHCP, VPN, DNS Platforms: Windows 10 Enterprise, macOS, Android, iOS, Chrome OS System Administration Experience Windows Server 2016 | Hands-On Virtual Labs Installed and setup VirtualBox, pfSense, Windows Server 2016, linked clones, and RDP. Added Windows 10 client machines to Windows Server 2016 domain. Created and modified Active Directory template user accounts to hold various properties. Configured Window Server 2016 domain settings, server name, TCP/IP settings, and remote desktop. Created and linked Group Policy Objects (GPO) in Active Directory. Setup Azure AD Connect for hybrid Azure AD join and seamless SSO using password hash sync. Work Experience Microsoft/Upwork (Remote)1/2021– Present Microsoft Windows & Office 365 Support Ambassador Supporting global Microsoft Consumers in issues related to Windows and Office 365; Providing Solutions to IT tickets, which come in through emails, chat, phone calls, and formal requests using Windows and Office 365 troubleshooting tools; Administration, support, and configuration of MS Windows and Office 365 clients; Ensuring deliverables meets the SLA; Freelancer, Lagos, Nigeria7/2017 - 2020 Information Technology Support Technician Installing and configuring computer hardware, software, systems, networks, printers and scanners. Monitoring and maintaining computer systems and networks. Responding in a timely manner to service issues and requests. Providing technical support across the globe (this may be in person, the phone or email). Education & Credentials CompTIA A+, HubSpot Academy: Digital and Social Media Marketing Google IT Professional Certificate Microsoft 365 Certified: Azure, Data Fundamentals AWS Cloud Practitioner Essentials Day Certificate Higher National Diploma Computer Science Yaba College of Technology, Lagos, Nigeria