STANLEY NWAECHEFU

Laurel, MD, ***** 240-***-**** ad2o1f@r.postjobfree.com

Competent Service/Help Desk IT Specialist with five years of experience in corporate/internal helpdesk environment. I have the necessary drive and determination needed to resolve complex systems/networking issues in a Windows platform environment. I also have experience in providing network and software support to users and developing and implementing technical solutions. Adapt at analyzing system performance and security to drive optimal user experience, have gone through numerous and challenging tasks that requires fast learning and creativity as a part of frequent transitioning/testing of new equipment, software and network systems.

Excellent organizational skills

VPN ( Cisco Any Connect)

Inventory Management

Identify and access customers needs to achieve

Active Directory

Excellent Customer Service

Ticketing Systems (Service Now/ Remedy/ JIRA)

Configuration/Imaging (Windows 7/10)

Microsoft Outlook

TCP/IP, DNS & DHCP

Microsoft Server (2008, 2012, 2016)

HELP DESK SUPPORT, 01/2022 - Current

IMO TECHNOLOGY INC – LANHAM,MD

Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.

Addressed user customer service concerns and decided when to escalate problems to specialist team members.

Reset, create and maintained user accounts, password on AD (2008, 2012 & 2016)and Bit locker key recovery as necessary.

Engaged in user support interactions via telephone, chat and email platforms. Maintained servers and systems to keep networks fully operational during peak periods. Resolved common user concerns by utilizing preset issue resolution scripts. Entered service tickets into incident tracking system to facilitate faster problem identification and PROFESSIONAL SUMMARY

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

resolution.

Provide basic support to network/local printers i.e,changing of printers rollers,adding papers in printers paper trays.

Provide technical assistance and support for incoming queries and issues related to computer systems,software,hardware and network issues.

Removed malware, ransomware, and other threats from laptops and desktop systems. Collaborated with vendors to locate replacement components and resolve advanced problems. Basic TCP/IP troubleshooting skills i.e,DNS & DHCP. Follow up escalation points of contact to ensure satisfactory resolution of end user technical problems as needed.

Utilized available tools,such as RDP,Microsoft teams,and public technical documentation and guidance to resolve technical problems.

Install and troubleshot software, outlook & VPN (Cisco Any Connect )related issues and performing windows Imaging.

SERVICE DESK SPECIALIST, 03/2021 - 11/2021

MOONSHADE TECHNOLOGIES – BRANCH AVE,CLINTON,MD

Monitor and manage the service desk ticketing system to ensure timely resolution of user requests and incidents.

Remote desktop management,including providing on-call support advice and technical support to various users/clients regarding technical issues.

Primary contact for installation,maintenance of new and/or existing employees PC's, and networking equipment; periodic maintenance of hardware and software. Provide primary contact for internal IT ticket response and resolution in SLA's as agreed upon with the customer.

Manage user support requests and take proactive,effective,and efficient measures to fulfill or escalate request.

Optimized system operation and resource utilization to streamline workflows and processes. Respond to customer inquiries and provided technical assistance over phone and in person. Tested new software and hardware prior to deployment. Generated reports to track performance and analyze trends. Configured hardware, devices, and software to set up work stations for employees. Configured hardware and granted system permissions to new employees. Patched software and installed new versions to eliminate security problems and protect data. Collaborate with other IT teams to resolve more complex technical issues. Assist in the setup and configuration of new devices,such as computers,printers, and mobile devices. HELP DESK SPECIALIST, 08/2019 - 02/2021

PRO SOLUTION TECHNOLOGY INC – ANNANDALE, VA

Provided end-user system and equipment training.

Walked user through series of steps to determine problem and implement likely solution. Responded to inquiries by phone, email and walk-up requests. Assists in process improvement efforts for interval systems and process. Managed over 40 customer calls per day and information into the support Team system for tracking and escalation.

Update/triage tickets according to priority and severity in ServiceNow from information from both end users and vendors.

Supervised daily configuration activities and business systems operations. Installed new desktop systems and migrated data to new machines. Instruct and provides training to employees in the proper use of IT related software and hardware. Assist with the setup and configuration of network equipment,such as routers and switches. DIRECT SUPPORT PROFESSIONAL, 03/2018 - 05/2019

ALTA HEALTHCARE SERVICES – GAITHESRBURG, MD

Maintained clean, safe, and well-organized patient environment. Monitored clients to assess and report physical and behavioral changes to supervisors. Followed company policies and procedures.

Excellent communication and accurate documentation, to the supervisors and also the overall team. Entrusted to handle confidential and sensitive situations in professional matter. Provided staff coaching, mentoring, and consultation to enhance performance and professional development.

Scheduled daily and weekly care hours for client caseload. Completed regular check-ins and progress report for each client. Assisted clients with daily living needs to maintain self-esteem and general wellness. Built and maintained rapport with clients and family members. Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.

Information Technology Specialist, 02/2017 - 06/2017 OVERT GLOBAL SAVINGS LIMITED – ABUJA, NIGERIA

Used ticketing systems to manage and process support actions and requests. Set up network profiles, security permissions and file sharing systems. Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.

Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.

Prepare new hire packages,assign new employee numbers,and conduct orientation for new employees to familiarize them with the company and its operations. Input employee data into the company's HRIS system,thus ensuring up to date information for management.

Coached and trained end-users on functions, features and basic troubleshooting of software. Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.

Supervised and monitored delivery of contractual services according to SLA agreements. Responded promptly to incoming sales leads and requests for technical support. Collaborated with supervisors to escalate and address customer inquiries or technical issues. Bachelor of Science: Economics & Information Technology, 2017 Imo State University - Owerri, Nigeria.

CompTIA A+ from 2023

REFERENCE AVAILABLE UPON REQUEST

POST-SECONDARY EDUCATION

CERTIFICATION

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