Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Chinenye Ibemesi

London,ON

Summary

Dynamic and goal-oriented IT professional with specialized expertise in technical support, cybersecurity, network security, and system administration. Holds a Bachelor of Science in Computer Science from the National Open University Nigeria and a Post-Graduate Certificate in Network Security and Architecture from Fanshawe College. Certified in Data Analysis, Customer Relationship Management (CRM), CPR and First Aid, Google Cybersecurity, and Google IT Support, showcasing a strong foundation in IT service management and technical support. Demonstrated experience at Carfax and Western University highlights skills in hardware and software troubleshooting, effective project management, and robust technical documentation. Recognized for enhancing system performance, reliability, and security.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Technical Support Analyst

Carfax
05.2024 - Current
  • Resolved complex technical issues for clients, enhancing overall system performance and made sure users on users PCs are compliant with company policy.
  • Collaborated with teammates to migrate 400 users on Mac to Microsoft entra ID and JAMF connect.
  • Offered remote support for cloud-based and web-based clients via phone, email and chat.
  • Efficiently utilized ServiceNow for managing and resolving user issues, maintaining a high level of customer satisfaction through prompt responses and effective solutions.
  • Built and deployed Windows and MacOS operating systems for end users, ensuring optimal performance and security.
  • Managed MacOS devices using JAMF Connect, providing seamless user authentication and device management.
  • Provided first and second-level support to users, troubleshooting and resolving hardware, software, and network issues both remotely and on-site.
  • Created and managed user accounts in Active Directory and other systems, ensuring proper access controls and permissions.
  • Configured and installed computer hardware, including desktops, laptops, printers, and peripheral devices.
  • Installed, updated, and maintained software applications, ensuring compliance with licensing agreements and organizational policies.
  • Contributed to the creation and maintenance of a knowledge base for recurring issues and standard procedures, enhancing team efficiency.
  • Ensured all devices met security standards and protocols, performed regular security checks, and implemented necessary updates.
  • Tracked and managed IT assets, including procurement, inventory, and disposal, ensuring accurate records and optimal utilization.
  • Provided training sessions for end-users on new technologies and systems, created documentation for IT processes and user guides.
  • Utilized remote support tools like Desktop Central to assist users in various locations, ensuring minimal disruption to their workflow.
  • Managed data backup and recovery processes to protect critical business information and ensure business continuity.
  • Assisted with planning and executing system upgrades and migrations, minimizing downtime, and ensuring smooth transitions.
  • Ensured users had secure access to company resources through Global Protect, troubleshooting connectivity issues and guiding users through the setup process.
  • Resolved complex technical issues for clients, enhancing overall system performance.
  • Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.

Technical Support Assistant

University Of Western Ontario
04.2023 - Current
  • Supported software installations and updates, ensuring optimal performance for end users.
  • Assisted in creating user-friendly tutorials and online resources, empowering customers to solve minor issues independently.
  • Reduced response times for support tickets by streamlining the troubleshooting process.
  • Provided first-line technical support to over 200 employees, addressing hardware, software, and network issues promptly to minimize downtime and maintain productivity.
  • Assisted in the deployment and configuration of new software, ensuring seamless integration with existing systems and adherence to security policies.
  • Conducted regular maintenance tasks, including software updates, system backups, and antivirus scans, to safeguard against security threats and maintain system reliability.
  • Collaborated with the network administration team to troubleshoot network connectivity issues, diagnose network performance issues, and implement solutions to optimize network efficiency.
  • Maintained accurate documentation of IT assets, configurations, and support tickets using ticketing systems and asset management tools, streamlining IT operations, and ensuring compliance with regulatory requirements.
  • Assisted in security compliance efforts by implementing access controls, conducting user access reviews, and contributing to security awareness training initiatives for staff members.
  • Strengthened data integrity and confidentiality by putting access restrictions and encryption methods into place, which reduces the possibility of illegal access or breaches. Quickly identifies and mitigates any potential threats to secure assessment data by monitoring network.
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Improved customer satisfaction by efficiently resolving technical issues and providing clear explanations.
  • Contributed to the development of efficient support processes, reducing overall workload for the team.
  • Developed comprehensive support documentation, simplifying issue resolution for both customers and colleagues.

Associate Network Admin

Quantum Immigration Services
01.2019 - 08.2024
  • Developed strong working relationships with key stakeholders to facilitate clear communication channels during project lifecycles.
  • Boosted overall security posture by conducting regular vulnerability assessments and implementing necessary countermeasures.
  • Improved client satisfaction by providing timely technical support and resolving complex problems efficiently.
  • Mentored junior team members in industry-specific knowledge, technical skills, and effective problem-solving techniques.
  • High performance and dependability were ensured by managing and optimizing the organization's network infrastructure, which included firewalls, switches, routers, and LAN/WAN systems.
  • Oversaw the upkeep and updates of Windows and Linux servers to guarantee system availability, security, and stability for over 30 users.
  • Implemented and upheld security policies and procedures to protect the company's IT infrastructure from malware assaults and other online threats.
  • Kept an eye on security logs and network traffic, quickly recognizing and addressing any possible security issues to reduce risks and stop data breaches.
  • End users received technical help, fast hardware and software issues resolution, and training on data protection rules and best practices for IT security.
  • Ensured accuracy and accessibility for reference by preparing and maintaining documentation for system procedures, security protocols, and network configurations.
  • Participated in projects and efforts to support technology upgrades and enhancements while working with cross-functional teams to align network and system operations with internal goals and objectives.

Customer Service Representative

Dollar Tree Stores
10.2023 - 03.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to over 100 customer requests for products, services, and company information.
  • Leveraging an IT background, daily, weekly, and monthly sales reports were generated to assist associates and managers in understanding performance trends and making informed decisions.
  • Involvement in real-time inventory tracking alerted associates when items were low and needed reordering, ensuring popular items were consistently in stock.
  • Active participation in placing orders for new stock and recording received items helped keep the inventory balanced and up to date.
  • Strict adherence to all relevant health and safety guidelines was upheld, contributing to a clean and sanitary environment.
  • Cultivation of positive relationships with customers led to an increase in sales

Education

Post Graduate Diploma - Network Security And Architecture

Fanshawe College of Applied Arts And Technology
London, ON
08.2024

Bachelor of Science - Computer Science

National Open University Of Nigeria
Abuja, Nigeria
03.2019

Skills

  • Software Installation
  • Hardware Configuration
  • Hardware and Software Troubleshooting
  • Training and Development
  • VoIP and Telephony Systems (Amazon Connect)
  • Technical Documentation
  • Network Implementation and Maintenance
  • Cloud Infrastructure Support (AWS and GCP)
  • Desktop Central for Remote User Assistance
  • Cybersecurity Fundamentals
  • IT Service Management Insights (ITIL)
  • Network Architecture
  • Operating Systems (Windows, Linux, UNIX, MacOS)
  • Virtualization Infrastructure (VMWare)
  • Cloud Security (AWS, Azure)
  • Secure Access Service Edge (SASE)
  • Cisco and Palo Alto Networks
  • Leadership
  • Strong Written and Verbal Communication
  • Teamwork
  • Creativity
  • Multi-Tasking

Certification

Google Cybersecurity Certificate

Google IT Support Certificate

Data Analysis Certificate

Customer Relationship Management

CPR/First Aid


Timeline

Technical Support Analyst

Carfax
05.2024 - Current

Customer Service Representative

Dollar Tree Stores
10.2023 - 03.2024

Technical Support Assistant

University Of Western Ontario
04.2023 - Current

Associate Network Admin

Quantum Immigration Services
01.2019 - 08.2024

Post Graduate Diploma - Network Security And Architecture

Fanshawe College of Applied Arts And Technology

Bachelor of Science - Computer Science

National Open University Of Nigeria

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Chinenye Ibemesi