Joshua Ibirogba

● Investigates, resolves, and escalates an average of 190 incident tickets and 240 service requests monthly, ensuring prompt and effective support for both software and hardware issues.

● Acting as a first line of defense in identifying possible indicators of compromise (IOC) based on user-reported issues.

Collaborates with different IT teams to flag possible threats, issues, and ensure timely remediation.

● Completes an average of 72 technical support calls and 137 chat sessions monthly through the ServiceNow platform, with a 99% review score for both communication channels.

● Maintaining a 96% satisfaction rating for incident surveys and a 256% rating for chat support surveys, reflecting consistently high user satisfaction through clear communication, technical troubleshooting, and excellent service delivery.

● Maintaining detailed documentation of procedures, resolutions, and knowledge base articles to assist with team training and knowledge sharing.