Ekenedilichukwu Augustine Okonkwo

EKENEDILICHUKWU AUGUSTINE OKONKWO IT SUPPORT & CLOUD SUPPORT ENGINEER ______________________________________________________________________________________________ SUMMARY I execute essential cloud support by troubleshooting and resolving technical issues, installing, configuring infrastructure and hardware, and offering clear guidance to non-technical users. I managed help desk tickets and collaborated with teams to ensure seamless IT service integration. Additionally, I handled customer service responsibilities, including answering calls, scheduling appointments, and managing client accounts. I built strong client relationships, addressed complaints, and provided tailored solutions. AREA OF EXPERTISE Cloud Security & DevOps IT Service Integration | Help Desk Documentation SysAdmin & SOC Analysis Tier 1 IT Support | Hardware & Software Configuration | Technical Communication | Remote IT Support Desktop Support | End-User Troubleshooting | CrossFunctional Collaboration: KEY ACHIEVEMENTS • • • Enhanced IT Support Efficiency: Streamlined the resolution of technical issues by providing remote and desktop support, resulting in a 20% reduction in average ticket resolution time. This improvement boosted overall productivity and user satisfaction across multiple locations. Improved User Experience: Successfully configured and set up over 100 employee workstations, ensuring seamless hardware and software integration. Additionally, provided clear and effective communication to non-technical users, which led to a 15% increase in positive feedback on help desk services. Increased Client Retention and Satisfaction: Successfully built strong relationships with clients, leading to a high retention rate and improved satisfaction. This was achieved through proactive communication, anticipating client needs, effectively resolving escalated issues, ensuring long-term loyalty PROFESSIONAL EXPERIENCE Sept 2013 - Present Sea O Limited, IT Support Technician • Provided basic end-user troubleshooting and desktop support. • Installed, modified, and repaired software and hardware to resolve technical issues. Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem-solving. • Explained technical information in clear terms to promote better understanding for non-technical users. • Configured hardware, devices, and software to set up workstations for employees. • Provided Tier 1 IT support to non-technical internal users through desk-side support services. Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues. • Collaborated with cross-functional teams for seamless integration of IT services throughout the company. Softfield Solution, Customer Support & Tech Sales Feb 2020 – Jul 2024 • Increased client satisfaction by building strong relationships and promptly addressing their needs. Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution. • Maintained a high client retention rate by providing exceptional customer service and anticipating client needs. • Successfully resolved escalated issues, preventing potential loss of valuable clients and maintaining positive relationships. • Collaborated with the sales team to identify potential upsell opportunities and expand the client base. • Conducted regular account reviews to identify areas for improvement and ensure continued success. • Negotiated and closed long-term agreements with new clients in assigned territory. • Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions. • Supervised a team of customer service representatives, fostering a positive work environment focused on teamwork. • Reduced customer complaints by proactively addressing issues and implementing effective solutions. Set appointments with salespeople and potential customers to generate interest in products and services. • Conducted product and service training and client onboarding to ensure smooth transitions. • Strengthened relationships with key clients by providing exceptional support and maintaining regular communication. • Established clear communication channels between clients and internal teams, ensuring seamless project execution. • Presented compelling proposals to prospective clients, securing high-value accounts for the organization Educational Qualifications and Certifications: Higher National Diploma in Computer Science Aug 2006 - Sept 2011 Delta State University, Ozoro Major in Science and Information Technology Bachelor of Computer Science Oct 2015 - Sept 2020 Enugu State University of Science and Technology Relevant in Computer Science Education ADDITIONAL INFORMATION Languages: English, Pidgin English, Igbo. Certifications: Career Essential in Cybersecurity, Career Essential in System Administration, Customer Service: Problem Solving and troubleshooting, IT Service Desk Careers, IT Support for a Hybrid Workforce, Customer Experience: Service Blueprint. CRM Basics: Unlock Business Growth Through Relationship