Chiamaka Okonkwo
Saskatoon,SK
Summary
Professional with strong background in IT support, adept at troubleshooting and resolving technical issues efficiently. Demonstrates focus on teamwork and achieving results, adapting seamlessly to changing environments. Skilled in customer service, problem-solving, and technical communication, ensuring reliable support for users. Known for maintaining high standards and delivering impactful results. Experienced with diagnosing and resolving technical issues in timely manner. Utilizes excellent communication skills to understand user needs and provide effective solutions. Knowledge of various IT systems and track record of maintaining high user satisfaction.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Grant Thornton
09.2023 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within all the offices in the Prairies BU by directing users to appropriate resources when necessary.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts using Service Now.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Supporting computer hardware and software such as Microsoft Windows based PC's, and Laptops,Apple OS iPads, and/or Android tablets.
- Maintained all networked and local printers, scanners and fax machines in all offices in the Prairies BU
- Provided after-hours support as needed to minimize business impact during downtime events.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Entered service tickets into incident tracking system, Service Now to facilitate faster ticket organization and resolution.
Technical Support Advisor
Concentrix Technologies
11.2021 - 09.2023
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Streamlined support ticket handling process for faster response times and higher customer satisfaction levels.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Fostered positive relationships with clients through clear communication, active listening, and following up on resolved issues.
- Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.
- Reduced call wait times for customers by efficiently prioritizing support requests and managing time effectively.
IT Technical Support Intern
Easyblurb Advertising
10.2020 - 07.2021
- Reduced downtime for employees by quickly troubleshooting hardware and software problems.
- Assisted in the development of internal documentation related to IT procedures, increasing overall departmental organization and accessibility of information.
- Increased team efficiency by assisting in the implementation of new technology systems and processes.
- Provided training for end-users on new software applications, promoting increased productivity through efficient use of technology tools.
- Configured hardware, devices, and software to set up work stations for employees.
- Used ticketing systems to manage and process support actions and requests.
- Installed, configured and maintained computer systems and network connections.
Education
Bachelor of Arts - French And German Language And Literature
University of Nigeria
Enugu, Nigeria09-2018
Skills
- Remote technical support
- Incident management
- Client relationship management
- Network troubleshooting
- Remote support
- Database management
- Asset management
- Ticketing systems
- ITIL framework
Certification
- CompTIA A+ - Computing Technology Industry Association.
- ServiceNow Certified System Administrator – ServiceNow (In View)
Timeline
Service Desk Analyst
Grant Thornton
09.2023 - Current
Technical Support Advisor
Concentrix Technologies
11.2021 - 09.2023
IT Technical Support Intern
Easyblurb Advertising
10.2020 - 07.2021
Bachelor of Arts - French And German Language And Literature
University of Nigeria
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