Customer Service Help Desk

Okechukwu Simon Nwoke

linkedin.com/in/okechukwunwoke Bronx NY 347-***-**** **********@*****.*** Eligible to work in USA

PROFESSIONAL PROFILE

Motivated IT Professional with CompTIA A+, CompTIA Security+ ce, and AWS Certified Cloud Practitioner (CCP) ready to address a wide range of software and hardware issues. Skilled in configuration and connectivity. Known for critical thinking and finding creative solutions to resolve issues through risk assessment, incident response, controls and frameworks. Ongoing enthusiasm to learn new concepts. Proven track record of professionalism, strong customer service, and superb performance.

TECHNICAL SKILLS

Networking – Configure LAN /WLAN/WAN/PAN (all 802.11) network routers and printers through secure WEPx, WPAx, and SSID. Provide Remote Desktop assistance, analyze network traffic to identify threats or security breaches

Software – Windows OS, Linux, MacOS, MS Office and their alternatives; G-Suite; Firewalls; Remote Desktop; Mobile Device Management; Configuring SOHO Network Security

Hardware – Desktops, laptops, printers, scanners. Format, partition EIDE, SATA, SCSI, and SSD and perform data recovery and imaging

PC Maintenance - Operating system installation, Windows Update, system restore, disk cleanup, disk defragmenter, antivirus and anti-spy-ware software install, firewall, files transfer settings, user configuration, creating production images, removing viruses, Trojan, spyware, and malware infections

PROFESSIONAL EXPERIENCE

Nagarro GS Inc. Manhattan NY, May 2023 - Present

Helpdesk Engineer/ Level I Help Desk (New York City PUBLIC SCHOOLS)

● Managed 0365, ITIM, Active Directory, Cloud Identity, and Single Sign-On services for Clients NYC Department of Education account.

● Acted as first point of contact for 35-40 tickets daily on ServiceNow relating to client's online accounts and access management and actioned them using ISIM and RACF.

● Assisted clients in moving to and from different VLANS on DOE networks and assisted clients in installing and operating Microsoft Virtual Desktop.

● Captures and diagnoses devices, e.g., desktops, laptops, tablets, printers, etc., data using multiple methods that may include mobile web-based database systems.

● Managed Windows devices via Microsoft Intune (MDM).

● Troubleshoot network related devices such as routers, switches, and cabling.

Nagarro GS Inc. Manhattan NY, Nov.2022-Mar.2023

Associate Engineer

My role was eliminated as part of restructuring after Nagarro lost its contract with the DOE

● Provided proprietary software support to thousands of Department of Education clients across New York City

● Diagnosed and resolved a range of hardware and software issues, while simultaneously delivering technical training to end-users

● Performed troubleshooting for network connectivity issues including desktops, printers, and mobile devices

● Monitored network outages and ensured functionality of network connectivity throughout DOE school sites

● Performed inventory and device management for DOE-issued devices through scanning and Intune

●Marked device verified as eligible, enrolled into Intune, and or unable to register device

Robert Half International Inc. Oct.2022-Nov.2022

PC Technician (Contract)

●Set up each Ballot BOE Station

●Set up all the poll pads

●Ran manual ballot print test

●Troubleshot in case of malfunction of devices

Allied Universal Security Services Jan.2020-Aug.2022

Security Professional

●Provided access control for the facility using software and hardware to make real-time critical decisions

●Effectively and productively managed high customer volumes at various points on the property

●Sustained customer satisfaction by always presenting a polished, professional image

●Ensured that the facility’s safety, control, and emergency procedures are followed

●Undertook site specific training, follow direction and guidance from Supervisor(s)

●Meticulous record keeping, report writing, observation skills, excellent verbal, and written communication skills

Enugu State House of Assembly June 2007-June 2015

State Legislator

●Solved up to 300,000 peoples’ problem through critical analysis of their individual and collective problems, devising customized solutions to resolve their issues

●Used communication, follow-through, and organizational skills to foster interpersonal, beneficial relationships; prompting citizens to keep revisiting for assistance

EDUCATION

Per Scholas Bronx, NY In Person Learning Aug.2022-Oct.2022

(Integrity Award Winner)

A full-time, 12-week program culminating in earning my CompTIA A+ Certificate and focused on:

●Disassembled and reassembled a PC, verified its successful boot

●Created a bootable thumb drive using various platforms such as PowerISO and Rufus

●Tested wall outlets using a multimeter and ensuring the outlet output the correct voltages

●Configured a Linksys router adjusting SSID and enabling the WPA2 security protocol

Federal College of Education Katsina Sept.1985-July 1988

Associate degree

University of Nigeria; Sept.1989-July 1991

Bachelor’s degree

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