Ifeoma Faith Edeh

Ifeoma Faith Edeh Get in touch Available for remote work T E C HNI C A L S U P P ORT S P E C I A LI S T · I T OP E RAT I ONS & ONBOA RDI NG Ifeoma Faith Edeh Turning complex IT challenges into seamless, scalable solutions — so your team stays focused, secure, and running 24/7. View my work For hiring managers SC R O L L TO EX PLO R E I M PAC T AT A G L AN C E 6+ 500+ Years in IT support & operations Help-desk tickets resolved 24h 100% Avg. onboarding time (down from 4 days) Security assessment completion rate AB O U T M E I fix problems. Then I prevent them. I am a results-driven IT professional with 6 years of experience supporting distributed teams, managing technical ecosystems, and streamlining operations from onboarding to infrastructure. My approach to technical support goes beyond resolving tickets — I focus on building systems that prevent issues before they arise and empower users to get the most from their tools. Whether centralising communication for remote-first organisations, designing security compliance programmes that actually stick, or guiding new hires through a smooth onboarding journey, I thrive in environments that value continuous improvement. I am a fast learner, deeply adaptable to evolving software stacks, and committed to delivering highquality, remote-ready solutions — wherever your team operates. SE R VI C E S What I can do for your team IT Operations & Help Desk Support Remote Onboarding & User Provisioning End-to-end technical support for hardware, Designing and executing seamless onboarding software, and cloud environments — resolving workflows for remote hires — from account issues fast and documenting every fix to build your provisioning and device setup to tool training and team's knowledge base. access management. Workflow Automation & Tool Integration Security Compliance & Staff Training Mapping manual processes and replacing them with Building practical security awareness programmes automated, scalable workflows across Microsoft — MFA rollout, phishing simulations, policy 365, Google Workspace, Slack, and Jira. documentation, and training sessions that reduce human error. IT Documentation & SOP Development Creating clear, maintainable SOPs, runbooks, and IT wikis that reduce ticket volume and help distributed teams self-serve with confidence. HOW I WORK My process 0 1 · D i agno s e 0 2 · P l an Understand the root cause Design a scalable fix I listen first. I map the environment , audit existing tools, I propose solutions that account for current needs and and trace problems to their source — not just the future growth, with clear timelines and stakeholder sign- symptom. off. 0 3 · Ex ecute 0 4 · D o cument Deliver with precision Make knowledge stick I implement iteratively, communicate progress clearly, Every fix is documented. SOPs, runbooks, and training and test thoroughly before any handoff or go-live. guides so your team can self-serve — and the issue stays resolved. SAM P L E W O R K Projects & outcomes 01 C O L L AB O R ATI O N & I N F R ASTR UC TUR E Collaboration & Infrastructure Centralised Communication Migration CH ALLENGE A distributed team of 40+ was struggling with fragmented file sharing across individual drives, leading to version conflicts and lost documents. SO LUTIO N Migrated all project communication and file storage to centralised Microsoft Teams channels with standardised naming conventions, permission hierarchies, and a rollout training session for all staff. Reduced file retrieval time by 40% and significantly improved cross-departmental collaboration R ESULT transparency within the first month. 02 SEC UR I TY & C O MP L I AN C E Security & Compliance Security Compliance & Awareness Initiative CH ALLENGE Increasing vulnerability to social engineering and inconsistent security hygiene practices among a 60-person staff across three time zones. SO LUTIO N Designed and launched a gamified security compliance quiz alongside a weekly "Tech Tips" newsletter series focused on MFA, password hygiene, and phishing awareness. Achieved 100% staff completion of security assessments; internal help-desk tickets related to R ESULT preventable security errors dropped by over 60%. 03 O N B OAR D I N G & P R O VI SI O N I N G Onboarding & Provisioning Remote Onboarding System Redesign CH ALLENGE New hires were experiencing 3–5 day delays in getting fully provisioned, causing frustration and productivity loss in their first week. SO LUTIO N Built a structured remote onboarding playbook in Notion, automating account creation triggers via Okta and integrating a 48-hour provisioning checklist tracked in Jira. R ESULT Reduced average onboarding time from 4 days to under 24 hours and improved new-hire satisfaction scores from 3.2 to 4.7 out of 5. SK I L L S Tools, technologies & strengths Microsoft 365 & Teams Expert Google Workspace Expert Zendesk / Help-desk Expert Jira & Confluence Proficient Okta / Azure AD Proficient Notion & documentation Proficient Network troubleshooting Proficient Workflow automation Developing TO O L S & P L ATF O R MS Microsoft 365 Zendesk Google Workspace MS Teams Slack Jira Okta Confluence Notion Azure AD TEC H N I C AL SK I L L S User provisioning SOP development Endpoint management IAM IT asset tracking Network troubleshooting MFA implementation Workflow automation C O MMUN I C ATI O N & SO F T SK I L L S Remote collaboration Stakeholder comms Proactive thinking C R E D E N T I AL S Certifications User training Documentation Cross-team coordination CompTIA A+ Microsoft 365 Fundamentals ITIL 4 Foundation Hardware & OS fundamentals MS-900 · Microsoft IT service management Google IT Support Okta Certified Associate Professional certificate Identity & access management W O R K I N G ST Y L E Remote-ready Available now TIMEZO NE AVAILABILITY WAT (UTC+1) · flexible overlap with EU & US East Full-time · contract · part-time consulting LO CATIO N ASY NC TO O LS Lagos, Nigeria · fully remote preferred Slack · Notion · Loom · Linear · Google Meet R ESP O NSE TIME NO TICE P ER IO D Within 4 hours during business hours Available to start within 2 weeks T E ST I M O N I AL S What colleagues say "Ifeoma has an incredible ability to take complex technical requirements and turn them into simple, efficient workflows. Her work on our centralised file system completely changed how our technical teams interact. The improvement was immediate and measurable." DO Director of Operations Enterprise Technology Firm "Reliable, proactive, and technically sound. Ifeoma doesn't just solve the problem in front of her — she eliable, proactive, and technically sound. feoma doesn t just solve the problem in front of her she looks for ways to prevent it from happening again. Her weekly Tech Tips have become an essential part of our team's routine." PM Senior Project Manager Global Remote Team F O R H I R I N G M AN AG E R S Frequently asked questions What industries have you worked in? Do you support Mac and Windows environments? How quickly can you ramp up on new tools? What's your communication style on remote teams? Are you open to contract or freelance engagements? Ready to work together? Open to remote-first roles, contracts, and consulting engagements worldwide. Send me an email Connect on LinkedIn Ifeoma Faith Edeh Technical Support Specialist · IT Operations & Onboarding