Summary
Overview
Work History
Education
Skills
Websites
Certification
Supervisor
Personal Information
Languages
References
Hobbies and Interests
Timeline
Generic

Chukwuka Udeoji

Atlanta,US

Summary

Results driven Technical Support Engineer with over 5 years of experience providing comprehensive technical support to customers in a fast-paced environment. Skilled in troubleshooting hardware and software issues, analyzing complex technical problems, and delivering effective solutions. Proven track record of exceeding customer expectations and improving overall satisfaction levels. Strong communication and problem-solving abilities.

Highly skilled in Identity and Access Management (IAM) consultancy, with experience providing strategic insights on IAM policies, processes, and technologies. Possesses strong problem-solving capabilities, technical acumen and effective communication skills. Demonstrated ability to drive operational efficiency and enforce security measures in previous roles.

Efficient Software Consultant adept at supplying and configuring computer software and hardware. Committed to ensuring total security for all installed applications. Friendly and diligent with many years of experience in the industry. Extremely talented.

Well-organized Software Consultant eager to secure a professional role. Strong skills in design and integration problem solving to analyze and design databases and user interfaces. Extraordinarily talented at preparing system diagrams and flow charts to support problem analysis.

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Experienced and dependable general worker with a proven track record of efficiently completing tasks in various settings. Skilled in manual labor, equipment operation, and maintaining a clean and organized workspace. Safety-conscious with a strong work ethic and the ability to adapt to different environments. Ready to contribute to a dynamic team and make a positive impact.

Resourceful for productive and efficient task completion. Specialize in identity governance, access management solutions, and risk assessment strategies. Excel in problem-solving, communication, and strategic planning to enhance organizational security posture. Committed to leveraging technical knowledge and soft skills for optimal project outcomes.

Highly skilled IT Technician with robust background in troubleshooting, software and hardware installation, and network support. Display strong abilities in problem-solving, customer service, and technical communication. Proven track record of enhancing system performance and reducing downtime across various work settings. Known for adapting quickly to new technologies and mastering innovative tools.

Enthusiastic computer technician proudly offering several years of experience in upgrading systems, installing network components and providing informal software demonstrations. Enthusiastic employee with knowledge in email account setup. Skilled in task prioritization, exemplary customer service and troubleshooting.

Resourceful IT Technician known for productive and efficient task completion. Skilled in network troubleshooting, hardware configuration, and software installation. Excel at problem-solving, time management, and communication, ensuring smooth operation of IT systems and positive end-user support experiences.

Overview

5
5
years of professional experience
1
1
Certification

Work History

IT Technician Tier2

GoHealth
Atlanta, GA
04.2024 - Current
  • Developed scripts for automating administrative tasks such as user account creation and deletion and password resets.
  • Performed system backups and restores as required.
  • Coordinated with vendors for repair services when needed.
  • Monitored system performance and implemented preventive maintenance procedures.
  • Tracked service requests through a ticketing system such as Remedy or Service Now.
  • Responded quickly to emergency situations involving outages or data loss scenarios.
  • Managed inventory of IT assets such as laptops, desktops, servers and peripherals.
  • Maintained user accounts in Active Directory and Exchange Server environments.
  • Participated in team meetings to discuss project status updates.
  • Diagnosed hardware failures using diagnostic tools such as PC Doctor or Windows Event Viewer.
  • Maintained inventory records of IT equipment and supplies.
  • Provided technical support to users via telephone or remote access.
  • Troubleshot system issues related to network connectivity, software installation and configuration, printing.
  • Implemented security measures such as firewall configuration and virus protection software installation and updates.
  • Assisted with server virtualization projects using VMware ESXi or Hyper-V technologies.
  • Provided recommendations on hardware purchases based on customer requirements.
  • Installed and configured hardware, software, systems, networks, printers, and scanners.
  • Provided training sessions for end users on how to use various software programs.
  • Configured routers, switches and wireless access points for LANs and WANs.
  • Resolved hardware issues including replacing parts as necessary.
  • Performed troubleshooting on networking and connectivity issues to restore connections and network access.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
  • Experience with IAM tools and technologies (e.g., Okta, Azure AD, SailPoint).
  • Access Control:
  • Knowledge of role-based access control (RBAC) and attribute-based access control (ABAC).
  • Security Compliance:
  • Familiarity with healthcare regulations (HIPAA, HITECH) and compliance frameworks.
  • Risk Management:
  • Ability to assess and mitigate security risks related to identity and access.
  • Technical Skills:
  • Proficiency in scripting languages (e.g., Python, PowerShell) for automation.
  • Access Control:
  • Knowledge of role-based access control (RBAC) and attribute-based access control (ABAC).
  • Security Compliance:
  • Familiarity with healthcare regulations (HIPAA, HITECH) and compliance frameworks.
  • Risk Management:
  • Ability to assess and mitigate security risks related to identity and access.
  • Technical Skills:
  • Proficiency in scripting languages (e.g., Python, PowerShell) for automation.
  • Collaboration:
  • Strong communication skills to work with cross-functional teams.
  • Problem-Solving:
  • Ability to troubleshoot IAM-related issues effectively.
  • Certifications:
  • Relevant certifications (e.g., CISSP, CISM, or IAM-specific certifications).
  • Audit and Reporting:
  • Experience with IAM auditing and reporting processes.
  • User Training:
  • Skills in educating staff about IAM policies and best practices.
  • Collaboration:
  • Strong communication skills to work with cross-functional teams.
  • Problem-Solving:
  • Ability to troubleshoot IAM-related issues effectively.
  • Certifications:
  • Relevant certifications (e.g., AZURE MS 500 , CISM, or IAM-specific certifications).
  • Audit and Reporting:
  • Experience with IAM auditing and reporting processes.
  • Skills in educating staff about IAM policies and best practices.
  • Responded to or escalated tickets based on severity and internal policies governing responses.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Maintained audit trail and statistical records of problems and conditions reported by client.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Oversaw daily performance of computer systems.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.

Advanced Technical Support Engineer

Source Support
03.2023 - 04.2024
  • Diagnosed service inquiries, ordered critical parts, provided configuration and technical documentation to support resolution efforts, and managed on-site engineers during repairs for NVRAMs and in data centers for companies like Pure Storage, Supermicro, HPE nimble, infindat
  • Responsible for the UAT, Rollout and Go live processes for the Salesforce Tracking Software, managing onsite
  • Ticket for customers
  • Manage, configure and Troubleshoot decryption and encryption of key for Optos advance, data transfer, Dicoms, attachment and detachment to data using MSQL studio
  • Used Go to Assist to assist Filed engineer onsite
  • Gathering daily and monthly reports for All Retailers Technical Incidents
  • Follow up the daily task with the team members and ensure that all incidents' engagements updated correctly
  • Supporting major IT infrastructure environment such as (Dell, Supermicro HP, PURE Storage, IBM) including server storage systems, networking and virtual servers
  • Train new technical support staff as well as mentor them on establishing protocols for common client issues
  • Troubleshot software, hardware, and network issues proving solutions and workaround
  • Make sure DOC compliances are completed for medical companies and tech companies
  • Logged and tracked customer interactions using ticketing systems and follow up on outstanding issues
  • Adhered to company SLA's and scope of work ethics.

Technical Support specialist

CRM (Blue compass)
Texas
09.2022 - 02.2023
  • Provide on-the-road IT support to business clients across the United States
  • Successfully perform company's software product demo to clients leading to 100percent customer satisfaction and retention on personal and team presentations
  • Offer accurate troubleshooting of technical issues users experience within the software.

Technical Support Specialist

National Vision
Lawrenceville, GA
06.2022 - 09.2022
  • Suggested software and hardware modifications to reduce lag time and improve overall speed
  • Promptly responded to over 100 customer complains daily - calls, emails and chat interaction from customers with issues
  • Developed and tested new product offerings prior to release to assist development team in bug identification
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
  • Tracked computer equipment, peripherals and network servers via master documentation in Excel
  • Assisted customers in identifying issues and explained solutions to restore service and functionality
  • Documented support interactions for future reference.

Control Panel Technician (contract)

M.R systems INC
01.2021 - 06.2022
  • Full stack JavaScript application that uses Express, MongoDB and EJS to create review website for Campgrounds with full CRUD capability
  • Performed user authentication, registration, login, and image optimization using Cloud nary
  • Fabricated control panels from engineering drawings
  • Managed and handled equipment to ensure high quality designs
  • Received and resolved over 60 incoming calls and tickets remotely over automated phone system by taking clients through self-service process when necessary and providing excellent customer service
  • Documented and resolved daily tasks on team spreadsheet.

IT Support Field Service Engineer (Freelancer)

03.2019 - 12.2020
  • Install and configure computer hardware, software, systems, networks, printers
  • Monitor and maintain computer systems and networks
  • Providing technical support across the company
  • Setting up the new users Accounts
  • Testing new technology
  • Surveyed and Installed network equipment at different retail locations following project specifications
  • Performed On-site desktop technician duties
  • Standardized repair procedures by writing and updating team documentation.

Education

Bachelor in Computer Science -

Troy University
AL

Skills

  • Help desk and tech support
  • Hardware Assembly
  • Maintenance
  • Printers
  • Drivers
  • Networks Configuration
  • Servers
  • Routers
  • TCP/IP Sockets
  • LAN Technology
  • Operating Systems
  • Windows servers
  • MAC OS
  • Leadership and Operations
  • Customer Service Oriented
  • Exceptional Verbal and written communication skills
  • Software training and implementation
  • Efficient multi-tasker
  • Application development
  • Database sys and programming Languages
  • My SQL
  • Microsoft SQL
  • Oracle
  • Technical troubleshooting
  • Analytical Thinking
  • Network troubleshooting
  • Problem solving
  • Customer service
  • Adaptability
  • Attention to details
  • Splunk
  • Qualys
  • Microsoft 360 defender
  • Azure 500/900
  • Salesforce
  • Encryptions and key management
  • Dicoms
  • Cloud Data transfer
  • HIPPA
  • GRC
  • DOC Compliance
  • Technical Documentation Ticketing Systems (eg, JIRA, Zendesk)
  • Hardware and Software Installation
  • Hardware Installation
  • Debugging
  • Network Security
  • Access Control
  • Incident Management
  • Data Recovery
  • Inventory Control Systems
  • Software configuration
  • Remote Support
  • UNIX Shell Scripting
  • Friendly and Patient
  • Access Management Software
  • Reliability
  • Service Desk Team Management
  • System Performance Assessments
  • Employee Computer Support
  • Teamwork and Collaboration
  • Hardware Configuration
  • Device Installation
  • Problem-solving abilities
  • Technical documents comprehension
  • LDAP, SAML, OAuth, OpenID Connect, and MFA
  • Information Security
  • System Maintenance
  • Technical Troubleshooting
  • Incoming Call Management

Certification

  • Certified Cybersecurity
  • ISC2
  • Splunk
  • Qualys
  • HPE Datacenter
  • Cloud Computing EC-Council
  • Cousera

Supervisor

Shemeka Matthewson, 4704236421

Personal Information

Title: Technical Support Engineer

Languages

  • English
  • French
  • Igbo

References

Christina Ivanovics, christina.ivanovics@sourcesupport.com, 678-477-6377

Hobbies and Interests

  • Hiking
  • Boxing
  • Ethical Hacking
  • Podcast
  • Cross Fit
  • Cooking

Timeline

IT Technician Tier2

GoHealth
04.2024 - Current

Advanced Technical Support Engineer

Source Support
03.2023 - 04.2024

Technical Support specialist

CRM (Blue compass)
09.2022 - 02.2023

Technical Support Specialist

National Vision
06.2022 - 09.2022

Control Panel Technician (contract)

M.R systems INC
01.2021 - 06.2022

IT Support Field Service Engineer (Freelancer)

03.2019 - 12.2020

Bachelor in Computer Science -

Troy University
Chukwuka Udeoji