Technical Support Specialist
Resume:
Nicole Okoli
Technical Support Specialist
Dedicated and customer-focused Technical Support Specialist with 3+ years of experience providing technical support, troubleshooting hardware/software issues, and managing IT operations in fast-paced environments. Adept at diagnosing and resolving technical problems, ensuring seamless system functionality, and delivering exceptional user support. Passionate about leveraging technology to improve business operations and enhance end-user experience.
SKILLS
Active Directory (User & Group
Management)
Microsoft 365 & Exchange
Support
Remote Desktop Support
Network Troubleshooting
Ticketing Systems (Jira)
IT Asset Management
Cloud Support (Azure, AWS
Basics)
Security & Patch Management
PowerShell Scripting (Basic)
Windows Server Administrator
EXPERIENCE
TECHNICAL SUPPORT SPECIALIST
IT DEFINITE, 2022 - PRESENT
Manage Active Directory by creating and modifying user accounts, resetting passwords, and maintaining security policies.
Troubleshot VPN and remote access issues, ensuring secure and efficient remote work capabilities.
Assist in IT asset tracking and lifecycle management for company- issued devices and software.
Documents of all IT incidents in ticketing systems, ensuring timely resolutions and escalation where necessary.
Provide technical training to non-technical staff, enhancing their proficiency in IT tools and security best practices.
Ensure proper documentation and as built documents for clients. Help Desk Technician
PRIME HOSPITALITY LLC, 2021 -2022
Delivered first-line IT support for over 200 end-users, addressing and resolving 90% of tickets within first contact resolution (FCR) goals.
Assisted in network troubleshooting, diagnosing connectivity issues.
Provided remote and on-site technical support to employees across different locations.
Maintained system updates and security patches, ensuring compliance with IT security policies.
Assisted in onboarding new employees by setting up accounts, configuring laptops, and providing orientation on IT tools. CONTACT
************@*****.***
Dallas, TX
EDUCATION
University of Utah
Cybersecurity
2023 – 2024
Bachelor of Science
Anambra State University
2009 - 2013
CERTIFICATONS
CompTIA Security+
Microsoft Certified: AZ-900
Microsoft Certified: AZ-104
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