Summary
Overview
Work History
Education
Skills
Certification
Additional Information - Driver License
Timeline
Generic

THEODORA MEKWUNYE

Calgary,AB

Summary

Information technology professional with excellent troubleshooting abilities, Able to prioritize and apply logic for problem solving in a team-oriented environment, 7+ years experience in providing result-oriented technical support services to a wide variety of clients. Ability to go the extra mile and interested in company growth, Advanced verbal and written communication skills. Equipped with transferable Customer success experience (5+ years), looking to leverage strong business acumen knowledge to contribute and collaborate towards client focused satisfaction in the IT and corporate service industry.

Overview

12
12
years of professional experience
1
1
Certification

Work History

HELP DESK Analyst 1 / Internship

Trellis Society
01.2024 - 02.2024
  • Performed remote and in-person support to all active users across all 25 locations using Microsoft 365, SharePoint
  • Maintained Active directory user passwords, permissions and Access rights
  • Assisted in building new laptops for new hire onboarding, Erasing laptops and lifecycle refresh
  • Attended to service tickets on SharePoint and emails, delegating necessary priority status to tickets and ensuring tickets are attended to and completed
  • Collaborated using analysis tools (power BI)
  • Implemented asset management functions to track inflow and outflow of IT hardware
  • Assisted with troubleshooting network and connectivity issues related to Lan and DHCP Failures
  • Handled incoming requests from staff for computer, smartphone, printer, hardware, technical and software issue
  • Mobile device management
  • (MDM)

Customer Service Representative

Fishman Cleaners
07.2022 - 04.2023
  • Maintained in-depth knowledge of company products, services, policies and processes to provide accurate and helpful information to customers.

HELP DESK ANALYST 1

Armored shield Hospital
01.2020 - 05.2022
  • Independently managed clients in remote and in-person daily ticketing queue prioritizing escalations and maintaining service-level agreements for end users
  • Proactive communication of application problems and issues to key stakeholders
  • Collaborated on Setup and maintenance of infrastructure
  • Conducted installation, configuration and setup of computer systems as per established procedures
  • Processed return merchandise authorizations
  • Handled end user technologies for windows10, Exchange online, Microsoft 365, also performed asset management to track IT hardware for inventory purposes
  • Assisted in Setting up of Mobile device management and maintained user accounts and access permissions in Active directory
  • Provided support with software updates, drivers, for end users
  • Experienced in building and maintaining databases for query and problem tracking.

HELP DESK Analyst 1

Q-Life family Clinic
02.2016 - 10.2019
  • -Provided technical support to over 800 end-users over phone, email or in person
  • Technically knowledgeable on how to support multiple technologies on multiple platforms
  • Assisted in maintaining IT inventory and documentation relevant during quality control checks and departmental Audit
  • Installed and built laptops using Microsoft In-tune with Applications, Software during onboarding of new hires
  • Created new user accounts for new hire using Microsoft suite products and allocated permissions and Microsoft licenses accordingly
  • Applied diagnostic utilities to aid in troubleshooting
  • Developed and interpret technical documentation for training and end user procedures
  • Experience in case management system and technical escalation protocols.

CUSTOMER SERVICE REPRESENTATIVE

Reddington multispecialty hospital
01.2012 - 09.2015
  • Managed and escalated customer issues that required additional attention or intervention from supervisors or higher-level support teams.

Education

AWS re/Start - Women in Tech Program -

Momentum
Calgary, AB
12.2023

Bachelor of Science -

University of Calabar
Nigeria
09.2017

Skills

  • Microsoft 365
  • Outlook/SharePoint/Exchange-online
  • Windows10/11
  • Mobile device Management(MDM)
  • Patch management
  • Microsoft Authenticator
  • Active Directory (AD)
  • Ticketing Systems
  • Hardware/Software

Certification

  • Microsoft 365 Fundamentals
  • Microsoft Security, Compliance, and Identity Fundamentals
  • Azure Fundamentals
  • AWS Cloud Practitioner
  • PCEP-Certified Entry Level Python programmer

Additional Information - Driver License

I Possesses a valid class 5 drivers license.

Timeline

HELP DESK Analyst 1 / Internship

Trellis Society
01.2024 - 02.2024

Customer Service Representative

Fishman Cleaners
07.2022 - 04.2023

HELP DESK ANALYST 1

Armored shield Hospital
01.2020 - 05.2022

HELP DESK Analyst 1

Q-Life family Clinic
02.2016 - 10.2019

CUSTOMER SERVICE REPRESENTATIVE

Reddington multispecialty hospital
01.2012 - 09.2015

AWS re/Start - Women in Tech Program -

Momentum

Bachelor of Science -

University of Calabar
  • Microsoft 365 Fundamentals
  • Microsoft Security, Compliance, and Identity Fundamentals
  • Azure Fundamentals
  • AWS Cloud Practitioner
  • PCEP-Certified Entry Level Python programmer

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THEODORA MEKWUNYE