Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Daniel Onwudinjo

Silver Spring,MD

Summary

Customer-oriented IT Specialist with 5 years of experience in Information Technology supporting various industries including Media, Education, Big Data and Real Estate. I offer technical expertise and experience in managing service desk operations, software, hardware, project implementation and IT training (for both users and other team members) to drive productivity and growth. Collaborative, driven and team-oriented to achieve organizational goals and maintain positive professional relationships. Works well with minimal supervision on both remote and on-site tasks.

Overview

5
5
years of professional experience
3
3
Certification

Work History

Service Desk Lead /System Administrator

Zonda (Formerly Hanley Wood)
Washington, DC
01.2021 - Current
  • Acted as the last point fo contact for Technical Support Specialist team
  • Investigated reported issues, coordinated with internal teams and devised strategies for responding to customers.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Documented problems and solutions to train the Technical support team on how to address customer technical issues.
  • Monitored the service desk queue to ensure tickets were resolved and closed in a timely manner.
  • Meet regularly with the service desk team to discuss concerns and device ways to work more efficiently.
  • Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
  • Prioritized and delegated daily work tasks to meet anticipated project goals.
  • Pitched in to complete various duties during peak periods or employee absences.
  • Monitored employee performance through key metrics analysis.
  • Analyzed workflows and established priorities for daily operations.
  • Kept systems operating efficiently by performing necessary upgrades and repairs.
  • Participated in IT department meetings to identify continuous improvement opportunities and enhance delivery of IT services to users.
  • Provided appropriate permissions to users for accessing files and databases.
  • Installed firewalls and antivirus software to improve cybersecurity.
  • Built new file servers to maximize web hosting, terminal servers and domain control performance.
  • Performed data backups and disaster recovery operations.
  • Designed, configured and tested computer hardware and operating system software.

Tier 2 Technical Support Representative

Hanleywooduniversity (Now Zonda)
Washington, DC
02.2018 - 12.2020
  • Mastered new products, developed advanced technical knowledge and applied new skills in fast-paced environment.
  • Translated complex, technical concepts into easy to understand language to assist non-technically oriented customers.
  • Documented problems and solutions to train lower-level support on how to address customer technical issues.
  • Used remote control and assistance tools expertly to support non-local customers.
  • Met statistical metrics regarding ticket and contact quality, first call resolution, attendance and productivity.
  • Maintained positive working relationship with fellow staff and management.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Oversaw daily performance of computer systems.

Education

Bachelor of Science - Building Technology

Nnamdi Azikiwe University
Nigeria
10.2015

Skills

  • Windows 8/10/11 / Mac OS
  • Microsoft 365 Portal Administration / Microsoft Exchange
  • Veaam backup
  • Vcenter
  • Ninja RMM
  • Jira
  • Bit Titan / MigrationWiz
  • Active Directory
  • Sophos
  • Azure Cloud
  • Slack
  • Service Manager
  • Aruba
  • VoIP Systems
  • Data Backup
  • Application Configuration
  • Verbal and Written Communication
  • Vendor Relations
  • Security Needs Assessment
  • Project Coordination
  • Training and Development
  • DNS Lookup
  • IP Addressing and Subnetting
  • Mobile Device Management
  • JAMF
  • Testing and Quality Assurance

Core Qualifications

  • Exceptional customer service skills
  • Provides consistent leadership
  • Provides technical expertise to team members
  • Strong troubleshooting and problem-solving abilities
  • Extensive knowledge of hardware, software, operating systems, Service Desk tools and Remote Access
  • Ensures deadlines are met
  • Completes all documentation on a timely basis

Certification

  • Comptia A+
  • Comptia Security+

Timeline

Service Desk Lead /System Administrator

Zonda (Formerly Hanley Wood)
01.2021 - Current

Tier 2 Technical Support Representative

Hanleywooduniversity (Now Zonda)
02.2018 - 12.2020

Bachelor of Science - Building Technology

Nnamdi Azikiwe University

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Daniel Onwudinjo