Summary
Overview
Work History
Education
Skills
Certification
AWARDS
Timeline
Generic

EMMANUEL IBEAWUCHI

San Antonio

Summary

Dedicated IT professional with extensive experience in technical support and service management, specializing in frameworks like ITIL 4 and platforms such as ServiceNow. Demonstrates a strong ability to troubleshoot complex technical issues and deliver exceptional IT support across various platforms, ensuring smooth operations for military and corporate environments. Recognized for adaptability and problem-solving skills, with a commitment to enhancing user experience and efficiency through innovative solutions.

Overview

8
8
years of professional experience
1
1
Certification

Work History

MATH AND COMPUTER SCIENCE TUTOR

Varsity Tutors LLC And Self Employed
02.2024 - Current
  • Conducted one-on-one tutorials to enhance student comprehension of computer science concepts.
  • Developed handouts, study materials, and quizzes for effective training.
  • Prepared tailored lesson plans and learning modules based on individual student needs.

Technical Support - Remote

Alorica
02.2024 - Current
  • Installed, configured, and tested operating systems and application software for optimal performance.
  • Managed call flow and responded effectively to technical support inquiries.
  • Utilized ticketing systems to track and process support requests efficiently.
  • Resolved customer issues using Salesforce and Bongar, improving user satisfaction.

Client Support Technician

Centech Group
12.2024 - 07.2025
  • Provide multi-channel user support, ensuring high satisfaction.
  • Resolve technical issues, enhancing user experience.
  • Deliver ITSM, A/V, VTC support for military operations.
  • Coordinate seamless Tier 0–3 service desk operations.
  • Troubleshoot Windows, macOS, Office 365, and VPN issues.
  • Performed password resets, account unlocks, and user account administration.

Mobile Device Management

Digital Consultants LLC
06.2024 - 11.2024
  • Managed the onboarding and maintenance of mobile devices for various DoD programs, handling setup, troubleshooting, and user support.
  • Worked closely with vendors and government portals, including Microsoft Intune, to configure devices while ensuring adherence to security protocols and proper documentation.
  • Provided support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills.

Senior Help Desk

Digital Consultants LLC
06.2023 - 06.2024
  • Manage ITSM and A/V support for military bases, ensuring efficient service desk operations.
  • Resolved app performance issues through codebase troubleshooting, enhancing user satisfaction.
  • Utilized ITIL 4 and DESMF frameworks, improving service delivery with BMC and ServiceNow.
  • Coordinated VTC and A/V maintenance, ensuring seamless communication for military commands.

Human Resources Specialist

US Air Force Active Duty
11.2019 - 05.2023
  • Maintained and updated employee records to support accuracy and compliance.
  • Served as a resource for questions about benefits packages, vacation time accrual and other employment-related inquiries.
  • Maintained accurate records of employee information in HRIS database.
  • Managed onboarding process for new employees, including orientation and training.

System Administrator

RWJBH
02.2018 - 07.2019
  • Managed Windows Server systems, enhancing network reliability and security.
  • Configured and maintained Active Directory, improving user account management.
  • Installed hardware components, ensuring optimal server performance.
  • Provided technical support, resolving system issues efficiently.

Education

Bachelor's of Science - Cybersecurity Technology

University of Maryland Global Campus
Baltimore, Maryland
07.2024

Associate of Art (A.S.) - General Studies

University of Maryland Global Campus
Baltimore, Maryland
11.2023

Associate of Science (A.S.) - General Studies

Community College of the Air Force
San Antonio, Texas
04.2023

Associate of Science (A.S.) - Computer Science

Ocean County College
Tom's River, NJ
08.2022

Skills

  • Account creation, ITIL 4, VTC, Customer Service, Tutoring, Inventory Control, Digital imaging, Cyber defense, Thin clients, Microsoft Office 365, Windows, Software installation, Account management, Active Directory, Ticketing Systems, Exchange ECP, Troubleshooting, IAM, ABM, Printer/Scanner support, HaloPSA, PSA, ServiceNow, MacOS, Servers, Linux, Remote Support, MDM, Purebred, Ivanti, Android Enterprise, Monitoring, Jira, Splunk, Nessus, Networking, Team Leadership, Healthcare, EHR, Meditech, Salesforce, HCP Support Tool, DORA, Power BI, Knowledge Network, Chatter, Ed Impersonation Tool, Bomgar, Oracle Fusion Cloud Applications, ECFR, Nwea Remote, Asset management, Hardware support, Policy Implementation, Regulatory compliance, Recruiting, Interviewing, Cybersecurity

Certification

  • Cyber Security Fundamentals
  • CompTIA Security +
  • HQDA DCS, G-6 Certified Information Security Manager certification
  • DOD Mandatory Controlled Unclassified Information
  • Microsoft 365 System Administrator Associate
  • Microsoft Azure Administrator Associate
  • The National Society of Leadership and Success

AWARDS

Dean's List

Timeline

Client Support Technician

Centech Group
12.2024 - 07.2025

Mobile Device Management

Digital Consultants LLC
06.2024 - 11.2024

MATH AND COMPUTER SCIENCE TUTOR

Varsity Tutors LLC And Self Employed
02.2024 - Current

Technical Support - Remote

Alorica
02.2024 - Current

Senior Help Desk

Digital Consultants LLC
06.2023 - 06.2024

Human Resources Specialist

US Air Force Active Duty
11.2019 - 05.2023

System Administrator

RWJBH
02.2018 - 07.2019

Bachelor's of Science - Cybersecurity Technology

University of Maryland Global Campus

Associate of Art (A.S.) - General Studies

University of Maryland Global Campus

Associate of Science (A.S.) - General Studies

Community College of the Air Force

Associate of Science (A.S.) - Computer Science

Ocean County College

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