IT Support Specialist - Enterprise Tech Troubleshooter

Michael Umunnakwe

Aubrey, TX ***** 817-***-**** ************@*****.*** www.linkedin.com/in/michael-umunnakwe

Professional Summary

IT Support Specialist with 8+ years of experience providing technical troubleshooting, client advisory, and business operations support across enterprise environments. Proven expertise in resolving hardware, software, and connectivity issues while partnering with stakeholders to align technology solutions with business objectives. Highly proficient in Google Workspace (Docs, Sheets, Gmail) and Microsoft 365 (Word, Excel, Outlook) with strong background in system administration, user training, and maintaining critical operational functions. Skilled at translating technical concepts for non-technical audiences and implementing solutions that improve efficiency and user satisfaction.

Core Technical Skills & Competencies

Technical Troubleshooting & Support: Hardware diagnostics, OS support (Windows, macOS), network connectivity, peripheral setup

Software Proficiency: Google Workspace (Docs, Sheets, Slides, Gmail, Drive), Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams, SharePoint)

Client Advisory & Partnership: Stakeholder collaboration, requirements gathering, technology consulting, user training

Business Operations Support: Process optimization, system administration, documentation, critical function maintenance

Enterprise Systems: SAP, Oracle, Microsoft Dynamics, NetSuite, Jira, Smartsheet, Asana

Data & Analytics: Power BI, Tableau, Excel (advanced formulas, pivot tables, macros), Google Sheets, SQL

Additional Competencies: Remote support tools, ticketing systems, Active Directory, backup solutions, security protocols

Professional Experience

IT Support Specialist / Technology Analyst

OWL Services Dallas, TX July 2025 – Present

•Provide comprehensive technical support for enterprise systems, troubleshooting hardware issues, operating system problems, and network connectivity challenges across 50+ workstations

•Partner with business stakeholders to understand operational requirements and recommend technology solutions that align with business objectives, resulting in 30% improvement in process efficiency

•Leverage Google Workspace and Microsoft 365 daily to create documentation, analyze data, manage communications, and collaborate across teams, maintaining 99% system uptime

•Support critical business operations by maintaining system integrations, managing user access, and ensuring data integrity across enterprise platforms including SAP and project management tools

•Conduct user training sessions on software applications and best practices, improving team productivity and reducing support tickets by 25%

•Create and maintain technical documentation, knowledge base articles, and standard operating procedures using Google Docs and SharePoint

Systems Analyst / IT Support Coordinator

Lone Star Pharmaceuticals Argyle, TX Dec 2024 – June 2025

•Provided tier 2/3 technical support for SAP ERP system, resolving complex system issues and maintaining 99% system accuracy through proactive troubleshooting

•Collaborated with IT, procurement, and operations teams to implement system enhancements and workflow automation, reducing manual processing time by 40%

•Utilized Microsoft Excel and Google Sheets extensively for data analysis, reporting, and process optimization, creating dashboards that improved decision-making

•Supported business operations by ensuring system availability, managing user access controls, and coordinating system updates with minimal disruption

•Validated system changes and tested new functionality, creating test documentation and user guides in Microsoft Word and Google Docs

IT Systems Support Analyst

Abbott Laboratories Irving, TX Oct 2020 – Nov 2024

•Delivered technical support for SAP and WMS systems, troubleshooting user issues, system errors, and connectivity problems affecting 100+ users

•Partnered with business units to understand operational needs and configure systems to support critical functions, reducing system downtime by 25%

•Created comprehensive reports and analytics using Power BI, Excel, and Google Sheets to track system performance, user adoption, and operational metrics

•Supported system upgrades and implementations by coordinating with vendors, testing functionality, and training end users on new features

•Maintained system documentation and standard operating procedures using Microsoft 365 and SharePoint, ensuring knowledge transfer and continuity

•Led cross-functional initiatives to improve system reliability and user satisfaction, achieving 30% improvement in support ticket resolution time

IT Operations Coordinator

Gordon Food Service at Helparn Arlington, TX May 2016 – Oct 2020

•Provided technical support for inventory management systems, resolving hardware and software issues that impacted daily operations

•Worked closely with operations teams to understand business requirements and implement technology solutions, improving order accuracy by 18%

•Implemented barcode scanning systems and validated connectivity between handheld devices and central systems, reducing manual errors by 40%

•Used Microsoft Office and Google Workspace daily for communications, reporting, process documentation, and operational analysis

•Trained staff on system usage and troubleshooting basics, creating training materials and quick reference guides

Systems Support Assistant

Woodridge Rehab Center Grapevine, TX Dec 2014 – Apr 2016

•Provided front-line technical support for inventory tracking systems and office equipment, resolving user issues and maintaining system uptime

•Assisted with system documentation and process improvement initiatives, reducing data entry errors by 20%

•Supported business operations by maintaining data accuracy, generating reports in Excel, and ensuring system reliability

•Collaborated with vendors to resolve technical issues and coordinate system maintenance

Education

Bachelor of Science – Information Technology

Colorado Technical University Colorado, USA 2023

Certifications

Professional Scrum Master (PSM I) – Scrum Alliance 2024

Certified Business Analysis Professional (CBAP) In Progress

Certified Data Analyst (CDA) – Microsoft In Progress

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