Ngozi Okonkwo

Lagos 104213 -- Ngozi Okonkwo Dynamic Data Modeler and IT Support Engineer with a proven track record at Bantupage, achieving a 70% resolution rate for technical issues. Skilled in Technical support, database design and many other (Technical Generalist), I excel in problem-solving under pressure while delivering exceptional customer service. Committed to enhancing operational efficiency. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Skills Windows Desktop Support Active Directory (User/Group Management) Cloud technologies (AWS, Azure) API Integration (REST, FAST) Group Policy Management DNS and DHCP Configuration Professional Experience Data Modeler/IT Support Engineer Bantupage, Lagos, Nigeria Operating systems and CLI November 2023 May 2025 Responded to customer inquiries and delivered technical support both in person and via phone, resolving over 70% of issues on first contact. Configured hardware, peripherals, and software to set up efficient and secure workstations for employees across departments. Configured hardware, peripherals, and software to set up efficient and secure workstations for employees across departments. Created and managed user accounts with appropriate access permissions, ensuring 100% compliance with internal security policies. Installed and configured operating systems and business-critical applications with a 98% success rate on initial deployment. Installed, configured, and maintained desktops, laptops, and network connections to support daily operations with minimal downtime. Diagnosed and resolved hardware, software, and network issues, achieving a 90% resolution rate without escalation. Utilized ticketing platforms to log, track, and resolve support requests, reducing average resolution time by 30%. Collaborated with system architects and analysts to align technical solutions with business needs, resulting in a 25% improvement in project delivery timelines. Designed scalable and efficient data models to support complex business intelligence and analytics. Planned and executed upgrades to database management systems, enhancing performance and reliability by 35%. Worked flexible shifts including nights, weekends, and holidays, maintaining consistent system availability and user support Network Troubleshooting (LAN/Wi-Fi, IP, Firewall) Software Installation and Patch Management Helpdesk Ticketing Systems (e.g., Jira, Zendesk) Remote Desktop Tools (e.g.,AnyDesk) Hardware Diagnosis and Repair IT Documentation and User Training Cybersecurity Basics (password policy, account lockout, MFA support) Strong problem - solving under pressure and in live environment Patience and professionalism when handling issues Clear and user friendly communication across technical levels Python programming Database design ETL development SQL Queries Languages coverage. Presenter Bantupage, Lagos, Nigeria English April 2023 November 2023 Met guests before program to discuss outline of interview. Read from autocue for wording accuracy when necessary. Presented traffic, weather and news summaries to listeners at regularly scheduled times. Created engaging introductions for music, guests and other features throughout show. Researched trending features to include on-air. Engaged with audience members through telephone calls and personal commentary on musical selections, political happenings, and other items of interest. Researched topics for comment and discussion. Education Bachelor of Science in Business Management Miva University, Lagos GED Trinity University, Lagos Expected in March 2027 August 2024 Certifications DataCamp Data Analyst Training - June 2022- April , 2023 Google IT Support certificate - Training Decentralized Finance - FelBeth, April 2025