PRINCELY ONAIFO
Kitchener,ON
Summary
Technical and Project Support Specialist with 5 years of experience in IT Service Desk and project management, skilled in troubleshooting, AV system setup, and user onboarding. Proficient in Microsoft Office, Active Directory, and Python, with a proven track record of enhancing operational efficiency and user satisfaction.
Overview
5
5
years of professional experience
Work History
Technical and Project Support Specialist
University of Waterloo
Kitchener, ON
02.2023 - 05.2024
- Supplied high-quality deskside service for employees, students, and visitors using Windows 8/10/11 and macOS as the first line of contact for incoming support tickets via phone, email, live chat and in-person
- Documented advanced troubleshooting solutions in Confluence knowledgebase to create a comprehensive database of support material for user reference
- Set up AV systems, including projectors, microphones, and speakers, for faculty conferences and live seminars, ensuring excellent audio-visual delivery to audiences of 100+ attendees
IT Support
University of Waterloo
Waterloo, ON
09.2021 - 01.2022
- Delivered comprehensive onboarding support for new hires, successfully setting up computers and peripherals, configured network access, administered user accounts and permissions, and remotely installed software through SCCM to ensure seamless integration
- Effectively triaged all inbound client issues across a network of 200+ computers, resolving in real time via Remote Desktop in a timely manner, and escalating larger issues, leading to 100% customer satisfaction
- Programmed and tested research applications across android and iOS mobile devices, documenting detailed results that supported 5+ user studies and enhanced app reliability
- Automated Microsoft Active Directory changes for new device deployments, executing PowerShell scripts to efficiently record device details, room assignments, and network configurations to streamline device configuration and management
IT Support
University of Waterloo
Waterloo, ON
09.2019 - 01.2020
- Provided Tier 1 technical help desk support for over 200 computers by responding to service requests from staff, faculty, students, and visitors in compliance with IT policies with a 100% customer satisfaction rating
- Resolved computer hardware issues by generating solutions from research and physical assessments, and successfully carrying out the solutions in a timely manner
- Set up, tested, and deployed dozens of IT equipment, including laptops, desktops, phones, and tablets, and connected them to the network by configuring the correct switches
Education
BASC - SYSTEMS DESIGN ENGINEERING
University of Waterloo
10.2022
Skills
- Troubleshooting
- Jira
- Microsoft 365
- Python
- Active Directory
- Hardware Support
- Network Administration
- User Onboarding
- Documentation
- Problem Solving
- Communication
- Customer Service
Timeline
Technical and Project Support Specialist
University of Waterloo
02.2023 - 05.2024
IT Support
University of Waterloo
09.2021 - 01.2022
IT Support
University of Waterloo
09.2019 - 01.2020
BASC - SYSTEMS DESIGN ENGINEERING
University of Waterloo
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