Innocent Nwabufo

INNOCENT CHUKWUWETALU NWABUFO 2667 Kipling Avenue, Etobicoke, Toronto, Ontario M9V 4N9 PROFESSIONAL SUMMARY Versatile IT Professional and Technical Writer with 10+ years of comprehensive experience spanning network administration, technical support, research, and documentation. Proven expertise in managing enterprise infrastructure for 5,000+ users while maintaining 99.9% uptime. Skilled in conducting technology research, producing technical documentation, and translating complex IT concepts for diverse audiences. CompTIA A+ and CCNA certified with specialized knowledge in Cisco solutions, help desk operations, and IT service management. Demonstrates strong analytical, problem-solving, and communication abilities essential for both technical and research-oriented roles. CORE COMPETENCIES IT Support & Network Administration Enterprise Help Desk Operations | Network Infrastructure Management | Cisco Routing & Switching | Windows Server Administration | Active Directory Management | Technical Troubleshooting & Diagnostics | Incident & Problem Management | Remote Desktop Support | Hardware/Software Installation | User Account Management | Ticketing Systems (ServiceNow) | IT Security & Compliance Technical Writing & Research Technical Documentation Development | Standard Operating Procedures (SOPs) | User Manual Creation | Knowledge Base Development | Technology Research & Analysis | Competitive Analysis | Feasibility Studies | Technical Report Writing | Process Documentation | IT Policy Development | Training Material Design | Content Management | Executive Briefings Professional Competencies Project Coordination & Management | Vendor Management | Data Analysis & Reporting | Quality Assurance Testing | Change Management | Business Requirements Gathering | Stakeholder Communication | Cross-Functional Collaboration | Customer Service Excellence | Critical Thinking & Problem Solving PROFESSIONAL EXPERIENCE NETWORK ADMINISTRATOR & TECHNICAL WRITER Nnamdi Azikiwe University Teaching Hospital | Awka, Nigeria September 2020 – May 2025 Network Administration & IT Support: • Administered enterprise network infrastructure supporting 5,000+ daily users across 8 facility locations, maintaining 99.9% system availability for mission-critical healthcare operations • Provided comprehensive IT support including help desk services, user account management, password resets, software installations, and hardware troubleshooting for 200+ workstations • Managed Cisco network equipment including 25+ routers, 50+ switches, ASA firewalls, and wireless access points, ensuring optimal performance and security • Implemented and maintained Active Directory infrastructure, managing user accounts, group policies, security permissions, and organizational units for 1,000+ users • Responded to 50+ technical support tickets weekly through ServiceNow ticketing system, achieving 95% first-contact resolution rate and 2-hour average response time • Configured and deployed VPN solutions for 100+ remote users, enabling secure access to internal systems during pandemic operations • Conducted regular system monitoring using SolarWinds and Wireshark, proactively identifying and resolving network bottlenecks and connectivity issues • Performed hardware and software upgrades, patch management, and system maintenance during scheduled maintenance windows to minimize operational disruption Technical Writing & Documentation: • Authored comprehensive technical documentation library comprising 50+ documents including network diagrams, SOPs, user guides, troubleshooting manuals, and system architecture documents • Developed standardized IT policies and procedures for incident response, change management, backup operations, and security protocols aligned with best practices • Created user-friendly training materials and quick reference guides for common IT tasks, reducing support tickets by 25% and improving user self-sufficiency • Prepared detailed technical reports for management on system performance, security assessments, project progress, and budget recommendations • Documented network infrastructure changes, system configurations, and disaster recovery procedures ensuring knowledge retention and business continuity • Designed and maintained internal IT knowledge base with 100+ articles, enabling faster problem resolution and consistent support delivery Research & Analysis: • Conducted technology research and feasibility studies on emerging solutions including cloud migration, cybersecurity tools, and unified communications platforms • Analyzed industry trends and best practices to recommend strategic IT investments, resulting in $50K cost savings through optimized vendor contracts • Performed competitive analysis of IT service providers, producing detailed comparison reports for procurement decisions • Evaluated new software applications and hardware solutions through pilot testing, documenting findings and recommendations for stakeholders TECHNICAL SUPPORT SPECIALIST & IT RESEARCHER Nnamdi Azikiwe University Teaching Hospital | Awka, Nigeria December 2014 – August 2020 Technical Support & Help Desk: • Delivered multi-channel technical support (phone, email, walk-in) for 2,000+ annual service requests, maintaining 95% customer satisfaction rating • Diagnosed and resolved hardware issues including desktop computers, laptops, printers, scanners, and mobile devices with average resolution time of 1.5 hours • Installed, configured, and troubleshot Windows operating systems (Windows 7/8/10), Microsoft Office Suite, and enterprise applications for end users • Provided remote technical support using remote desktop tools, assisting users with software issues, connectivity problems, and application errors • Managed IT asset inventory tracking 500+ devices, conducting regular audits and maintaining accurate records in asset management database • Coordinated with vendors for warranty repairs, equipment procurement, and maintenance services ensuring timely resolution of hardware failures • Trained 200+ staff members on new software applications, security best practices, and IT policies through hands-on workshops and one-on-one sessions Network Administration & Infrastructure: • Administered Cisco network devices including configuration of VLANs, routing protocols (OSPF, EIGRP, BGP), and access control lists (ACLs) • Improved network performance by 40% through optimization of routing protocols, bandwidth management, and QoS implementation • Deployed and configured wireless network infrastructure covering 15,000 sq ft, ensuring seamless connectivity for mobile devices • Implemented network security measures including firewall rules, intrusion detection, and regular security audits reducing vulnerabilities by 60% • Commissioned video conferencing systems and unified communications platforms, conducting thorough testing and user acceptance validation • Managed backup and disaster recovery systems, performing regular backup verifications and restoration tests to ensure data integrity Technical Writing & Research: • Produced 30+ technical documents including system installation guides, network configuration manuals, and troubleshooting procedures • Researched and documented best practices for IT security, network optimization, and help desk operations, presenting findings to IT leadership • Created monthly analytical reports on help desk metrics, incident trends, resolution times, and user satisfaction scores for management review • Developed IT training curriculum and instructional materials for new employee onboarding programs • Authored technical specifications and requirements documentation for IT procurement projects totaling $200K+ • Conducted user needs assessments and documented business requirements for system upgrades and new technology implementations FREELANCE TECHNICAL WRITER & IT CONSULTANT Self-Employed | Remote January 2016 – Present • Provide technical writing services for IT companies and healthcare organizations, producing user manuals, API documentation, and technical specifications • Conduct technology research and competitive analysis for clients, delivering comprehensive reports on emerging trends and market opportunities • Write technical blog posts and articles on networking, cybersecurity, and IT best practices for online technology publications • Develop white papers and case studies highlighting IT solutions, implementation strategies, and ROI analysis for B2B audiences • Consult on small business IT infrastructure projects including network design, security implementation, and technology roadmap development TECHNICAL PROFICIENCIES Operating Systems & Applications: Windows Server 2012/2016/2019/2022 | Windows 10/11 | Microsoft 365 Suite | Active Directory | Exchange Server | SharePoint | Teams | ServiceNow | JIRA Network Technologies: Cisco IOS | VLANs | Routing Protocols (OSPF, EIGRP, BGP, RIP) | VPN (IPSec, SSL) | Firewalls | Load Balancing | DNS/DHCP | TCP/IP | Subnetting Monitoring & Security Tools: SolarWinds | Wireshark | PRTG | Nagios | Nessus | Splunk | Firewall Management | Antivirus Solutions | Backup Systems Hardware & Infrastructure: Cisco Routers/Switches | ASA Firewalls | Dell/HP Servers | Cat5e/Cat6 Cabling | Wireless Access Points | UPS Systems | CCTV Systems Technical Writing Tools: Microsoft Word | Adobe Acrobat | Visio | Confluence | SharePoint | Markdown | HTML/CSS | Content Management Systems Research & Analysis: Data Analysis | Market Research | Technology Assessment | Competitive Intelligence | Survey Design | Statistical Analysis | Literature Review EDUCATION Bachelor of Science in Computer Science Nnamdi Azikiwe University | Awka, Nigeria National Diploma in Health Information Management Nnamdi Azikiwe University Teaching Hospital | Nnewi, Nigeria Relevant Coursework: Technical Writing | Research Methodology | Information Systems | Database Management | Network Security | Systems Analysis PROFESSIONAL CERTIFICATIONS CompTIA A+ | Issued 2020 Core hardware/software support, troubleshooting, operating systems, and IT operational procedures CCNA – Cisco Certified Network Associate | Issued 2020 Enterprise networking, IP connectivity, security fundamentals, and automation (Network+ equivalent) Technical Writing Certificate | In Progress | Expected 2025 Professional technical communication, documentation standards, and content strategy KEY ACCOMPLISHMENTS IT Support & Network Administration: • Maintained 99.9% network uptime for critical infrastructure serving 5,000+ users across healthcare enterprise environment • Achieved 95% first-contact resolution rate and 2-hour average response time for 2,500+ annual technical support requests • Improved network performance by 40% through strategic optimization of routing protocols and infrastructure upgrades • Reduced security incidents by 60% through implementation of comprehensive security framework and proactive monitoring • Successfully managed 10+ large-scale IT infrastructure projects with combined budget of $750K+ with zero unplanned downtime Technical Writing & Research: • Authored 80+ technical documents including SOPs, user guides, network documentation, and training materials • Reduced support tickets by 25% through development of comprehensive knowledge base and selfservice resources • Conducted 15+ technology research projects resulting in data-driven recommendations that saved organization $75K annually • Created IT training program that onboarded 200+ staff members, improving technology adoption and user competency • Published 20+ technical articles on IT best practices, cybersecurity, and network management for professional audiences ADDITIONAL QUALIFICATIONS • Research Skills: Experienced in conducting literature reviews, technology assessments, and market research with strong analytical capabilities • Communication: Excellent written and verbal communication skills with ability to explain technical concepts to non-technical audiences • Project Management: Proven track record coordinating IT projects, managing timelines, and collaborating with cross-functional teams • Customer Service: Strong interpersonal skills with demonstrated ability to build rapport and provide exceptional user support • Continuous Learning: Actively pursuing professional development in cloud technologies, cybersecurity, and technical communication • Languages: English (Fluent), Igbo (Native) • Work Authorization: Authorized to work in Canada | Available for immediate employment