CLEMENT ELEKE
Thorold, ON L2V 0J6 ♦ -
♦-♦ WWW: https://www.linkedin.com/in/clement- eleke
SKILLS
Technical Skils
Proficient in troubleshooting with Zendesk, Intercom, Retool, and Datadog.
Skilled in Salesforce configuration and customization for support workflows.
Experienced in Spiceworks for IT asset tracking and inventory management.
Strong knowledge of SSO, SCIM, SAML, and Enterprise App integration.
Familiar with Google Admin, Okta, Azure AD, and IAM policy enforcement.
Competent in Linux and Windows Server (2016/2019) administration.
Adept at network performance optimization and infrastructure troubleshooting.
Proficient in HTML and Python for automation and secure scripting.
Skilled in remote support, device diagnostics, and peripheral repair.
Hands-on experience with IT asset management and data storage optimization.
Advanced user of Microsoft Office 365 for technical documentation and collaboration
Working knowledge of VMware, Hyper-V, Azure, and cloud/hybrid environments
Comfortable using GitHub, VSCode, automation tools, and Tailscale.
Interpersonal and Soft Skills
Excellent verbal and written communication at a professional business level
Strong team collaboration and cross-functional coordination skills
Analytical problem-solver with a structured approach to technical challenges
Proven ability to lead teams and guide projects to successful completion
Skilled at managing priorities and meeting deadlines under high-pressure situations
Detail-oriented with a user-focused mindset for technical support delivery
Demonstrated initiative and ownership in resolving escalated or ambiguous issues
Effective in translating complex technical issues into user-friendly language
Strong organizational skills for tracking tasks, documentation, and follow-ups
Working knowledge of Windows administration for user support and permissions management
PROFESSIONAL SUMMARY
Experienced Technical Specialist with a strong foundation in cybersecurity, enterprise technical support,
and IT infrastructure management. Proficient in resolving high-severity incidents, optimizing network
performance, and implementing secure identity protocols such as SSO, SCIM, SAML, and Zero Trust
network policies. Skilled in troubleshooting hardware/software issues, supporting cloud environments (Azure,
VMware, Hyper-V), and using tools like Datadog, Intercom, Salesforce, and Retool for diagnostics and
automation. Known for delivering secure, scalable, and user-focused solutions, while ensuring compliance
with SLAs, access controls, and data protection standards.
WORK HISTORY
Enterpise Technical Support, 03/2025 - Current
Accenture PLC – Catharines, ON
Act as a frontline technical resource within UserOps, delivering white-glove support to enterprise users of
AI-based platforms via Salesforce and Intercom.
Manage and resolve high-impact technical issues within SLA guidelines (Sev1–Sev4), ensuring uptime,
service continuity, and customer satisfaction.
Diagnose user access issues, API latency, and service disruptions using tools such as Datadog and
HAR file analysis to drive root cause resolution.
Support onboarding and enforcement of enterprise identity and access management (IAM) protocols,
including SSO configuration (SAML/OAuth), SCIM provisioning, and corporate network access
controls.
Use Retool to perform user verification, apply account-level changes, and enforce policy configurations in
alignment with IT and compliance frameworks.
Collaborate with security and engineering teams to escalate bugs, flag misuse, contribute to user policy
enforcement, and improve platform trust & safety.
Maintain a user-centric approach to technical support, balancing security best practices with operational
usability to ensure smooth enterprise adoption.
Contribute to internal knowledge bases and feedback loops that enhance UserOps efficiency, product
reliability, and cybersecure platform experiences.
IT Support Specialist, 01/2024 - 12/2024
World Wireless Solution – Toronto, ON
Respond to support tickets submitted via all communication channels.
Conduct identity management and behavioral threat monitoring using Darktrace, enhancing access
security and early anomaly detection
Deliver troubleshooting solutions for a wide range of software and hardware issues, resulting in
improved system reliability and end-user satisfaction
Diagnose root causes and communicate clear resolutions to users, focusing on performance optimization
and user experience
Perform system administration tasks, including user provisioning, permissions management, and access
control across networked systems
Manage access to network resources while aligning with organizational security policies and zero-trust
frameworks
Implement IT infrastructure for new office deployments, including setup of network devices, servers, and
user endpoints to ensure operational readiness from day one
Web Development Technician, 12/2021 - 07/2023
Archivia Technologies INC – Delaware, US
Built and maintained responsive websites for clients, focusing on security and usability.
Automated repetitive tasks using Python scripts, improving team productivity by 20%.
Configured secure access for web servers, enhancing reliability and uptime.
Maintained a safe and organized work environment, adhering to strict safety guidelines at all times.
Played a key role in patent application submissions by thoroughly documenting innovative design
elements throughout the development process.
EDUCATION
Post-Graduate Certificate: Cyber Security Analytics , 2024
Mohawk College of Applied Arts And Technology - Hamilton, ON
Diploma: Cyber Security Specialist, 2024
Toronto School of Management - Toronto, ON
Bachelor of Engineering: Mechanical Engineering, 2019
Federal University of Technology Owerri
CERTIFICATIONS
CompTIA Security +
Microsoft Azure Fundamentals
Microsoft Certified: Security, Compliance and Identity Fundamentals
