Chidima Azuakolam
Hyde Park,Ma
Overview
10
10
years of professional experience
Work History
IT Analyst Tier II
Puma
Somerville, Ma
04.2021 - Present
- Provide first point of contact for Retail stores as well as corporate users.
- Troubleshoot and resolve a wide scale of technical issues within Puma retail stores
- Provide tier I analyst with support with retail/corporate issues
- Responsible for distributing tickets to Tier I analyst
- Collaborate with Global teams to complete and implement multifactor authentication
- Collaborate with manager on phone project on how to improve call flow/ Retail calls answered
IT Analyst Tier I
Puma
Somerville, Ma
04.2021 - 07.2022
- Provide first point of contact for Retail stores as well as corporate users
- Conduct New hire orientation/ On-boarding of new hire
- Troubleshoot and resolve a large variety of technical issues, including MS Windows, Mac, network, Office365
- Participate in team-based monitoring and managing of the main ticket queue and take ownership of critical priority tasks that are most impactful to the business
- Exercise judgment on when to escalate unresolved support incidents to Tier II level
- Perform hardware and software deployments and implementation
- Oversee asset tracking and inventory management
Desktop Support Analyst Tier II
Hebrew Senior Life
Roslindale, Ma
06.2018 - 04.2021
- Providing IT support in the area of help desk, technical operations/ applications and reporting
- Deployment of MDT images, maintain, repair, and upgrade PCs, laptops, printers, Thin clients and any other devices
- Basic understanding of TCP/IP,DNS,DHCP and general networking Identify and repair HSL Wireless network connectivity issues
- Maintain/train users within the Cisco voice-mail system
- Maintain an in-depth knowledge of Windows/Microsoft Office products
- Help train staff as well as users in the use of new equipment, purchased software upgrades, etc.
Field Technician
CVS/Pharmacy
11.2016 - 06.2018
- Primarily traveled for new store installations and openings across area
- Support equipment in existing, acquisitions, relocations and new stores
- Ensure all retail equipment is operating and installed prior to store opening and to provide timely resolution of store problems that impact customer service in the store
- Work with users and other vendors to resolve disruptions, delays or intermittent outages of equipment
- Service and install hardware and software in new and existing stores
- Maintain a consistent, agreed upon service level for equipment supporting the role of Field Technical Services, as the company's service vendor at CVS field locations
- Install/ Troubleshoot all network related issues
- Inventory/ Asset Management
- Install /Repair front store and pharmacy Lexmark printers
- HP/Zotac (VDI) Installation/Repair
- Switch/Hub installation/replacement
- Cable run installations
- Maintenance of CVS blade server
- Server hard drive replacements
- Register installation/ repairs
- Debit reader installation/repairs
Helpdesk Intern
Hebrew Senior Life
Roslindale, Ma
12.2014 - 11.2016
- Providing IT support in the area of help desk, technical operations/ applications and reporting Provide primary customer support to the Hebrew Senior life remote sites in the Greater Boston area both remote access and on-site visits
- Monitor/answer phone lines
- Monitor ticket queue using ServiceDeck
- Deployment of MDT images, maintain, repair, and upgrade PCs, laptops, printers, Thin clients and any other Mobile device
- Maintain troubleshooting documentation and an IT asset inventory
- Maintain an in-depth knowledge of Windows/Microsoft Office products
Helpdesk Intern
Massachusetts Bay Community College
Wellesley Hills, Ma
01.2013 - 05.2013
- I had the opportunity to shadow a few people in the department who I worked with closely
- Duties consisted of installation of software on administrative computers, setup computers/projectors for faculty, troubleshooting computers/printers and lastly to keep track of inventory the school received.
Education
Bachelors of Science:Information Technology -
Northeastern University
05.2017
Masters in Informatics - Concentration: Information Security Mgmt -
Northeastern University
Skills
- Organizational skills
- Complex problem solving
- Strong communication skills
- Highly motivated
- Advanced troubleshooting
- Customer service-focused
Timeline
IT Analyst Tier II
Puma
04.2021 - Present
IT Analyst Tier I
Puma
04.2021 - 07.2022
Desktop Support Analyst Tier II
Hebrew Senior Life
06.2018 - 04.2021
Field Technician
CVS/Pharmacy
11.2016 - 06.2018
Helpdesk Intern
Hebrew Senior Life
12.2014 - 11.2016
Helpdesk Intern
Massachusetts Bay Community College
01.2013 - 05.2013
Bachelors of Science:Information Technology -
Northeastern University
Masters in Informatics - Concentration: Information Security Mgmt -
Northeastern University
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