Ejiroghene Ifie
Toronto,Canada
Summary
Dynamic IT Support Analyst with proven expertise at CIBC, excelling in incident resolution and SLA compliance. Skilled in ServiceNow and Active Directory, I effectively triaged complex support tickets, achieving a 90% first-call resolution rate. Adept at root cause analysis, I ensure optimal performance and security across enterprise systems.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Technical Support Analyst (Contractor)
Johnson Controls International
12.2024 - 03.2025
- Provided technical support for the installation and troubleshooting of enterprise security systems, ensuring successful deployments.
- Diagnosed and resolved network connectivity issues affecting security devices across client sites.
- Assisted with firmware upgrades, system patches, and device health monitoring, adhering to deployment procedures to ensure optimal performance.
IT Support Analyst (Contractor)
CIBC
03.2022 - 01.2023
- Triaged and resolved escalated Tier 2 support tickets via ServiceNow, maintaining strict 95% SLA compliance across a base of 1,000+ users.
- Supported end-users via Azure Active Directory, managing user accounts, groups, and permissions to ensure secure access to IT systems.
- Resolved VPN connectivity and RSA SecurID authentication issues for 400+ users, ensuring secure remote access.
- Executed client-side support for Microsoft 365 and Office 2010/2016, troubleshooting connectivity issues with Microsoft Exchange.
- Assisted in hardware procurement and asset management, coordinating with vendors to track inventory accurately.
IT Help Desk Analyst
Cognizant Technology Solutions
03.2018 - 02.2022
- Utilized ServiceNow daily to log, track, and prioritize incidents and service requests, ensuring timely resolution in alignment with established enterprise SLAs.
- Provided first-line technical support for over 2,000 employees, achieving a 90% first-call resolution rate.
- Supported end-users with Mobile Device Management (MDM), enrolling devices and troubleshooting access to ensure secure email functionality.
- Collaborated with the inventory team to deploy company devices, ensuring proper distribution, configuration, and tracking.
- Ensured strict compliance with security protocols by verifying permissions and enforcing proper approval procedures for user access modifications.
Education
Diploma in Electrical Engineering Technology -
Seneca Polytechnic
Bachelor of Science - Physics
University of Port Harcourt
Skills
- ITILv4 Framework
- ServiceNow
- Incident/Service Request logging
- Ticketing & SLA Compliance
- Enterprise Operations
- Root Cause Analysis
- Hardware/Software Support
- Asset Management
- Technical Documentation
- Active Directory
- Azure Active Directory
- VPN
- Microsoft 365
- TCP/IP
- VLANs
Certification
- ITILv4 Fundamentals
- CompTIA Security+
- Microsoft Certified: Azure Fundamentals (AZ-900)
Projects
- Enterprise Hybrid Network Lab (EVE-NG), Designed and documented an 18-node topology implementing VLANs, LACP, and OSPF routing. Authored High-Level and Low-Level design documentation.
- Azure Hub-and-Spoke Networking, Documented and implemented a secure Azure networking architecture featuring VNet Peering and Network Security Groups.
Timeline
Technical Support Analyst (Contractor)
Johnson Controls International
12.2024 - 03.2025
IT Support Analyst (Contractor)
CIBC
03.2022 - 01.2023
IT Help Desk Analyst
Cognizant Technology Solutions
03.2018 - 02.2022
Diploma in Electrical Engineering Technology -
Seneca Polytechnic
Bachelor of Science - Physics
University of Port Harcourt