Chidi Ukaegbu
Union
Summary
Client-focused professional skilled in problem resolution, network troubleshooting, and crisis intervention. Enhances client satisfaction through effective ticket management and cross-functional collaboration. Balances professionalism and empathy in sensitive escalations, leveraging extensive experience in financial services, technology support, and customer service.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Help Desk Analyst
Bluevine
Jersey City
06.2025 - Current
- Provide first-level and second-level support for hardware, software, mobile devices, and account access.
- Field and log tickets via phone and email.
- Troubleshoot issues using remote tools and knowledge base resources.
- AV Support
- Conference Room Technology
- Managed customer onboarding processes to ensure seamless integration with services.
- Analyzed feedback to identify areas for service improvement.
- Developed training materials for clients enhancing their product usage knowledge.
- Responded promptly to all incoming inquiries from clients regarding product information or support requests.
- Maintained professionalism under pressure and implemented service improvements that enhance client satisfaction and retention.
Residential Counselor
SERV Behavioral Health System
Cranford
09.2022 - Current
- Facilitated daily living skills for residents in supportive environments.
- Developed and implemented individual treatment plans for diverse needs.
- Provided crisis intervention and emotional support to residents as needed.
- Collaborated with multidisciplinary teams to enhance resident care strategies.
- Monitored resident behavior and reported changes to clinical staff promptly.
- Ensured compliance with safety protocols and regulations in residential settings.
- Maintained accurate documentation of resident progress and incidents consistently.
- Responded to crisis situations quickly to maintain calm and immediately determine level of assistance needed.
- Participated in team meetings to discuss updates on client progress as well as strategies for improvement.
- Created a safe environment that promotes self-expression, respect, trustworthiness, responsibility, empathy, and acceptance among residents.
- Made regular rounds to keep residents and areas safe and secure.
- Responded promptly to any emergency situations that may arise within the residence.
- Completed daily resident welfare checks and coordinated with facility staff to meet resident needs.
- Mediated interpersonal problems between residents.
- Prepared meals and assisted clients with laundry and household chores.
- Organized recreational activities such as field trips or sports events to promote physical activity and healthy lifestyle habits.
Client Support Specialist
One Call Concepts
Piscataway
03.2024 - 06.2025
- Recommended improvements to customer service procedures, enhancing service quality and client satisfaction.
- Managed client accounts, delivering exceptional support to foster loyalty and retention.
- Troubleshoot issues using remote tools and knowledge base resources.
- Provide first-level and limited second-level support for hardware, software, mobile devices, and account access.
- AV Support
- Resolved product and service issues efficiently, ensuring prompt solutions for clients.
- Installed and configured desktops, laptops, peripherals, and enterprise software to meet operational demands.
- Managed ticket queues to resolve incidents within established SLA requirements.
Title Examiner
Action Title Research
Glen Rock
01.2020 - 09.2022
- Conducted thorough title examinations for real estate transactions and property records.
- Analyzed legal documents to ensure accuracy and compliance with regulations.
- Collaborated with clients to gather necessary information for title searches.
- Utilized title research software to streamline examination processes and improve efficiency.
- Prepared detailed reports summarizing findings from title searches for client review.
- Provided guidance to junior examiners on best practices and procedures in title examination.
- Investigated claims against titles arising from past ownerships or transfers.
- Coordinated with lenders, underwriters and clients to answer questions about properties' titles or transactions involving them.
- Analyzed prior and current land use regulations to determine any potential restrictions on the use of a particular parcel of land.
- Conducted research in public records including county courthouses, registries of deeds and other applicable sources for title information.
- Performed due diligence investigations on prospective acquisitions by researching deed records and tax assessments.
- Examined chain of title to identify issues or defects that may affect marketability of the property.
- Developed strategies for resolving difficult cases requiring additional investigation or analysis.
- Verified accuracy and completeness of legal documents before closing a transaction.
Computer Lab Assistant
Kean University
Union
01.2018 - 12.2019
- Maintained computer lab equipment and ensured operational readiness.
- Monitored lab activities to ensure a productive learning environment.
- Assisted students with computer software and hardware troubleshooting.
- Assisted faculty and students with using computer software and hardware.
- Provided guidance on lab policies and technology use to students.
- Collaborated with faculty to support academic technology needs.
- Resolved technical issues related to network connections and internet access.
- Reported technical issues to IT department for timely resolution.
- Installed and configured printers and other peripherals in the lab.
- Performed basic repairs on broken keyboards, mice, monitors.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Assisted patrons with troubleshooting computer and software problems.
- Performed daily maintenance tasks such as patching, cleaning.
- Maintained inventory of supplies for the computer lab.
- Collaborated with IT staff members on projects related to system upgrades or implementations.
- Logged all equipment malfunctions and damages.
- Managed laboratory software, tested materials, and verified security of hardware.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
Education
Master of Public Administration - Public Administration
Kean University
Union, NJ06-2021
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City, UT06-2026
Skills
- Technical support
- Application support
- Incident management
- Network troubleshooting
- Hardware & Software Installation
- Ticketing systems & SLA
- Mobile operating systems
- Data analysis
- Problem resolution
- Customer service
- Client onboarding
- Cross-functional collaboration
- Conflict resolution
- Technical documentation
- Onsite & Remote IT Support
Certification
- Google Cybersecurity Certificate
Timeline
Help Desk Analyst
Bluevine
06.2025 - Current
Client Support Specialist
One Call Concepts
03.2024 - 06.2025
Residential Counselor
SERV Behavioral Health System
09.2022 - Current
Title Examiner
Action Title Research
01.2020 - 09.2022
Computer Lab Assistant
Kean University
01.2018 - 12.2019
Master of Public Administration - Public Administration
Kean University
Bachelor of Science - Information Technology
Western Governors University