IKE VICTOR NWARIWE
Houston,TX
Summary
Results-driven Information Systems graduate looking to break into security analysis, with hands-on experience in data analysis, cyber security, and IT support. Skilled in transforming complex datasets into actionable insights using tools like SQL, Power BI, Tableau, and SAP Analytics Cloud. Adept at solving business problems through data storytelling, predictive modeling, and cross-functional collaboration. Eager to contribute analytical and technical expertise to support strategic decision-making in dynamic business environments.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Information Technology Help Desk
Alorica
07.2025 - Current
- Provided high-quality technical support and assistance to users, resolving connectivity issues as well as password resets across platforms
- Identified underlying factors behind repeat problems to support long-term solutions and enhance internal documentation
- Troubleshot technical issues across a variety of products and services.
- Documented customer interactions and maintained detailed records of reported issues with the use of Salesforce and Jira.
- Worked alongside technical and customer service teams to address recurring problems and maintain consistent progress on service tickets
Technical Customer Support Representative
Willis Towers Watson
09.2023 - 03.2024
- Provided timely technical assistance to over 100 users, resolving software and connectivity issues across platforms.
- Developed and maintained a centralized system for tracking client issues, enabling more efficient ticket resolution.
- Authored documentation to standardize common technical solutions, improving self-service capabilities for users.
- Coordinated with internal IT and client-facing teams to troubleshoot persistent issues and ensure follow-through on support cases.
- Contributed to the redesign of the support workflow, enhancing customer satisfaction and service delivery consistency.
- Conducted root cause analysis of recurring issues to inform preventative measures and knowledge base updates.
Education
Master of Science - Management Information Systems
Lamar University
Beaumont, TX05.2025
Bachelor of Science - Kinesiology
The University of Texas at San Antonio
San Antonio, TX05.2023
Skills
- Data Analysis & Visualization: Proficient in analyzing large datasets using tools like SQL, Python, Excel, Tableau, and Power BI to uncover trends and support decision-making
- Business Process Optimization: Skilled in evaluating business operations, identifying inefficiencies, and recommending data-driven solutions to enhance workflows
- Technology-Driven Problem Solving: Experienced in leveraging ERP systems, CRM platforms (eg, SAP, Salesforce), and cloud-based analytics tools to address business challenges, improve user experience, and align IT solutions with business needs
- Programming & Tools: Python, SQL, SAP Analytics Cloud, JIRA, SharePoint, ERD Plus
- Business Tools: Microsoft Excel, PowerPoint, Word, Outlook, Teams, Zoom
- CRM & SaaS: Salesforce, SAP, ERP Systems
- Database Management: Microsoft Access Project Coordination
Certification
- Google Cybersecurity Certificate
- Comptia Security +
Timeline
Information Technology Help Desk
Alorica
07.2025 - Current
Technical Customer Support Representative
Willis Towers Watson
09.2023 - 03.2024
Bachelor of Science - Kinesiology
The University of Texas at San Antonio
Master of Science - Management Information Systems
Lamar University