chukwuemeka ukaegbu
Service Desk Analyst at CloudFirst Technology Solutions Inc.- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Credentials
-
Introduction to Microsoft 365 for IT Pros
LinkedInApr, 2022- Nov, 2024 -
Microsoft Certified Trainer 2021-2022
MicrosoftOct, 2021- Nov, 2024 -
Microsoft Certified: Azure Fundamentals
MicrosoftApr, 2021- Nov, 2024 -
Microsoft Certified: Azure Security Engineer Associate
MicrosoftOct, 2022- Nov, 2024 -
Microsoft 365 Certified: Teams Administrator Associate
MicrosoftApr, 2021- Nov, 2024 -
Scrum Foundation Professional Certificate - SFPC™
CertiProfFeb, 2021- Nov, 2024
Experience
-
CloudFirst Technology Solutions Inc.
-
United States
-
Information Technology & Services
-
1 - 100 Employee
-
Service Desk Analyst
-
Dec 2021 - Present
-Acted as the routine contact point, receiving and handling requests for support. -Responded to a broad range of service requests for support by providing information to fulfill requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. -Assisted with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. -Contributed to creation of support documentation. -Acted as the routine contact point, receiving and handling requests for support. -Responded to a broad range of service requests for support by providing information to fulfill requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. -Assisted with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. -Contributed to creation of support documentation.
-
-
-
-
Microsoft 365 Technical support
-
Nov 2020 - Present
Concierge ( EXO, SPO, IVR, ODB, Teams, ODT, Commerce, Delve, Bookings)- Experienced in providing superior service frontline Technical Support to clients, using advanced troubleshooting mechanisms.- Working with Office 365 Directory Synchronization tool(DirSync), Microsoft Azure Active Directory Connect tool (AD Connect), and advising Customers on best course of action.- Working with DNS -Types or records, record creation, DNS management, DNS troubleshooting.- Experience working with Active Directory - FSMO Roles, Active Directory Domains and Trusts, Active Directory Sites and Services. Guide Customers on best course of action.- Active Directory, Group Policy Objects, File Share.- Experienced with using and troubleshooting Outlook 2016 within the network environment (permissions, calendar sharing, delegation).- Troubleshooting and setting up of basic Exchange functions for customers.-Management of Active Directory to suit a desired purpose for customers.- Navigating basic SharePoint for Customers, likewise carrying out advanced troubleshooting.- Initiating a structured activity for Customers, in compliance with the internal rules and procedures of the Company, and the internal Regulations.- Working autonomously as part of a Global team.- Incidence Management experience - including managing business expectations and communications for clients.- Basic User & Security Group Active Directory administration.- Providing advanced troubleshooting using both Internal/External tools.- Deep Knowledge of using PowerShell cmdlets in troubleshooting Microsoft 365 Applications.- Plan Security and compliance roles and policies for Microsoft 365.- Manage Microsoft 365 subscription and Tenant health.- Managing and implementing Multi-Factor Authentication (MFA) to suit a desired purpose.- Managing Teams as well as integrating it with other Microsoft 365 Applications, and also carrying out advanced troubleshooting.- Basic knowledge of Office Deployment Tool (ODT). Show less
-
-
Microsoft 365 support
-
Nov 2020 - Present
Concierge ( EXO, SPO, IVR, ODB, Teams, ODT, Commerce, Delve, Bookings)- Experienced in providing superior service frontline Technical Support to clients, using advanced troubleshooting mechanisms.- Working with Office 365 Directory Synchronization tool(DirSync), Microsoft Azure Active Directory Connect tool (AD Connect), and advising Customers on best course of action.- Working with DNS -Types or records, record creation, DNS management, DNS troubleshooting.- Experience working with Active Directory - FSMO Roles, Active Directory Domains and Trusts, Active Directory Sites and Services. Guide Customers on best course of action.- Active Directory, Group Policy Objects, File Share.- Experienced with using and troubleshooting Outlook 2016 within the network environment (permissions, calendar sharing, delegation).- Troubleshooting and setting up of basic Exchange functions for customers.-Management of Active Directory to suit a desired purpose for customers.- Navigating basic SharePoint for Customers, likewise carrying out advanced troubleshooting.- Initiating a structured activity for Customers, in compliance with the internal rules and procedures of the Company, and the internal Regulations.- Working autonomously as part of a Global team.- Incidence Management experience - including managing business expectations and communications for clients.- Basic User & Security Group Active Directory administration.- Providing advanced troubleshooting using both Internal/External tools.- Deep Knowledge of using PowerShell cmdlets in troubleshooting Microsoft 365 Applications.- Plan Security and compliance roles and policies for Microsoft 365.- Manage Microsoft 365 subscription and Tenant health.- Managing and implementing Multi-Factor Authentication (MFA) to suit a desired purpose.- Managing Teams as well as integrating it with other Microsoft 365 Applications, and also carrying out advanced troubleshooting.- Basic knowledge of Office Deployment Tool (ODT). Show less
-
-
-
FCMB
-
Lagos, Nigeria
-
End User Support Engineer
-
Sep 2020 - Dec 2020
- Configured, installed and maintained complex software systems including windows 10 clean installations and upgrade. - Responded to customer requests effectively and communicated with them to address issues - Provided IT support for desktops, printers, peripherals, telephone systems, and cellular devices - Gathered additional requirements and provided end-user support working closely with end users. - Identified and developed required written and online support documentation. - Participated in client meetings as needed for systems discussion. - Provided feedback to manager and other members on process change suggestions. - Administered new user IDs and maintained existing access. - Configured printers, applications and email profiles. - Supported end user application installations and maintained workstation builds. Show less
-
-
Education
-
2010 - 2015
Federal University of Technology Owerri
Bachelor of Engineering - BE, Engineering
Community
