IKENNA DAVID ENWEREMADU
St. John's,NL
Summary
Technical support professional with proven track record in solving complex technical issues and enhancing user experience. Known for strong team collaboration and adaptability to dynamic environments, consistently delivering reliable support and effective solutions. Expertise includes software troubleshooting, network configuration, and user training, alongside commitment to achieving tangible results.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Technical Support Analyst
Prima Information Solutions
05.2024 - Current
- Provided technical support for software and hardware issues, ensuring timely resolution of user inquiries.
- Collaborated with cross-functional teams to troubleshoot and resolve complex technical problems.
- Developed training materials and conducted workshops to enhance user knowledge and system usage.
- Implemented process improvements that streamlined incident management and enhanced response times.
- Analyzed user feedback to identify trends, leading to informed recommendations for system enhancements.
- Led initiatives to integrate new tools, enhancing operational efficiency and user satisfaction levels.
- Resolved complex technical issues for clients, enhancing overall system performance.
- Offered remote support for cloud-based and web-based clients via phone, email, and chat.
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
- Boosted network, system, and data availability and integrity through preventive maintenance and upgrades.
- Provided on-site support to systems.
- Used ticketing systems to manage and process support actions and requests.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
Computer Support Specialist
College of North Atlantic
07.2023 - 12.2023
- Provided technical support for hardware and software issues, ensuring timely resolution for faculty and students.
- Troubleshot network connectivity problems, enhancing overall system performance and user experience.
- Collaborated with IT teams to implement new software solutions, improving operational efficiency across departments.
- Led initiatives to upgrade computer systems, ensuring compatibility with latest applications and security measures.
- Analyzed support ticket trends to identify recurring issues, recommending proactive measures to reduce future incidents.
- Resolved computer and system networking problems to maintain user productivity.
- Developed documentation for technical procedures, streamlining support workflows and enhancing team knowledge base.
- Evaluated emerging technologies to recommend appropriate upgrades for improved efficiency and costeffectiveness.
- Provided remote support to offsite users through phone calls or video conferences, extending IT assistance beyond physical office boundaries.
Cloud Security Internship
NDA
09.2017 - 08.2022
- Understanding of AWS core services such as AWS Identity and Access Management (IAM), EC2, AWS Key Management Service (KMS), Amazon GuardDuty, Amazon Inspector, AWS Firewall Manager, AWS Shield, Amazon Macie, Subnets/Route Tables, S3, AWS Backup, AWS Cloud Formation
- Implement new toolsets related to cloud security, as well as automation and continuous development of cloud security processes, both operational and technical.
- Create and implement security controls (including network security, identity and access management, security monitoring and least privilege access controls) for cloud infrastructure platforms (Azure, AWS).
Penetration Tester
National Institute of Information Technology
02.2014 - 08.2017
- Monitoring potential security threats to an organization's computer systems and networks, analyzing these threats to determine the level of risk they pose, and taking appropriate action to mitigate those risks.
- Conducting security assessments of an organization's computer systems and networks to identify vulnerabilities and potential risks.
- Implementing security measures, such as firewalls, encryption, and access controls, to protect an organization's computer systems and networks.
- Investigate security incidents, such as data breaches or system compromises, to determine the cause of the incident and to develop strategies to prevent similar incidents from occurring in the future.
- Technologies used: Kali Linux, Ubuntu, Fendora, Nmap, Metasploit, OSINT, OWASP, Vulnerability Assessment, Burp Suite, Wireshark, Amass, SQL, MD5, Gobuster, Nessus, Hashcat, L0phtCrack, OpenVAS, Invicti WebScan, Nikto.
Full Stack Software Developer
Genesys Inc.
08.2010 - 04.2014
- Manage and maintain Genesys responsive web platform across multiple cities.
- Build, test, and deploy software using modern web-based technologies for supporting existing and future projects.
- Manage internal codebase by keeping it well documented and up-to-date on Bitbucket
- Maintains and develops front-end of website applications using CSS3, Html, JQuery and JavaScript.
- Writes PHP codes/library to customized plugins and themes for WordPress websites.
- Technologies used: Python Flask, PHP, JavaScript, Java, JQuery, CSS3, MongoDB, Html5/4,MySQL, Nginx webservers, SSL configuration, Google Analytic tools, etc
Education
Diploma - Computer System and Networking
College of North Atlantic
St. John’s, NL, Canada10.2024
Bachelor of Technology - Project Management Technology
Federal University of Technology Owerri
Nigeria12.2014
Skills
- Certified computer professional
- Bachelor's degree in project management technology
- Technical support specialist
- Over three years in penetration testing
- Software development experience
- AWS cloud security expertise
- Python and SQL programming proficiency
- Experienced with GIT and AWS DevOps for project management
- Proficient in Unix/Linux operating systems
- Effective multi-tasking skills
- Remote technical support
- Data analysis
- Software installation
- Hardware configuration
Accomplishments
- Increased number of resolved job tickets by 10% over previous year.
- Completed intensive training in database fundamentals and software engineering.
- Endorsements in software development and mobile applications.
- Trained and led technical support teams of more than 8 support specialists.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Languages
English
Full Professional
Certification
- AWS Certified Cloud Practitioner- Foundational
- CCNA: Switching, Routing and Wireless Essentials for Cisco
Timeline
Technical Support Analyst
Prima Information Solutions
05.2024 - Current
Computer Support Specialist
College of North Atlantic
07.2023 - 12.2023
Cloud Security Internship
NDA
09.2017 - 08.2022
Penetration Tester
National Institute of Information Technology
02.2014 - 08.2017
Full Stack Software Developer
Genesys Inc.
08.2010 - 04.2014
Bachelor of Technology - Project Management Technology
Federal University of Technology Owerri
Diploma - Computer System and Networking
College of North Atlantic