Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ngozi Ezeanolue

Gwynn Oak,MD

Summary

HELP DESK SUPPORT SPECIALIST


Friendly Help Desk Specialist with over 4 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses. Using Agile environment to help my team deliver and meet up with customers expectations.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Help Desk Support Specialist

Cognizant
08.2022 - Current
  • Responding to inquiries by phone, email and walk-up requests.
  • Provide solutions to customer issues remotely.
  • Walk user through series of steps to determine problem and implement likely solution.
  • Providing end-user system and equipment training.
  • Provide clients with information on available upgrades.
  • Follow up with users on the status of their issues.
  • General network troubleshooting.
  • Familiar with a number of ticketing systems and experienced in with customers.
  • Mac and windows environment troubleshooting.

Help Desk Assistant

Technogen, Inc
03.2020 - 06.2022
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Monitored system performance to identify potential issues.
  • Generated reports to track performance and analyze trends.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Offered assistance in implementing and developing training programs.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Assisted in development of system security protocols.
  • Researched and identified solutions to technical problems.
  • Carry out routine maintenance on laptops and printers.
  • Trained entry level colleagues on basic network resources on one on one basis.
  • Assessed, troubleshot and repaired various machines such as desktops, printers and sorters.

Nursing Assistant

Chimes Inc
04.2017 - 03.2020
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Documented care actions by completing records and logs in medical software system.
  • Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
  • Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.

Education

Professional Scrum Master - Scrum Master

Scrum.org
08.2021

Bachelor of Science - Cybersecurity

Community College Baltimore County
Catonsville, MD
04.2021

Bachelor of Science - Industrial Physics

Anambra State University Uli
Uli, Nigeria
03.2003

Skills

  • Microsoft windows
  • Consultative Sales Approach
  • Coaching and mentoring
  • Planning and Mentoring
  • Facilitator
  • Agile (Scrum)
  • Visualizing and Reporting
  • Critical Thinking

Certification

.

  • BSc in Physics 2003
  • Professional Scrum Master 2021
  • Salesforce Administration 2023

Timeline

Help Desk Support Specialist

Cognizant
08.2022 - Current

Help Desk Assistant

Technogen, Inc
03.2020 - 06.2022

Nursing Assistant

Chimes Inc
04.2017 - 03.2020

Professional Scrum Master - Scrum Master

Scrum.org

Bachelor of Science - Cybersecurity

Community College Baltimore County

Bachelor of Science - Industrial Physics

Anambra State University Uli

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Ngozi Ezeanolue