Summary
Overview
Work history
Education
Skills
Websites
Certification
Languages
Affiliations
References
Timeline
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CHIMA UGWUANYI

CHIMA UGWUANYI

BIRMINGHAM,United Kingdom

Summary

Logical thinker with top problem-solving abilities. Communicates well with non-technical audiences for speedy resolutions. Background in delivering exceptional customer service whilst carrying out maintenance and repairs.

Overview

5
5
years of professional experience
6
6
years of post-secondary education
1
1
Certification

Work history

IT Service Desk Analyst

Skyway Tech Service Ltd
Birmingham, United Kingdom
12.2023 - Current
  • Delivered exceptional customer service by proactively listening to concerns and answering questions over phone and email system.
  • Asked customer targeted diagnostic questions for speedy root cause analysis.
  • Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
  • Investigated and diagnosed customer's technical and product queries.
  • Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
  • Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner.
  • Conducted server back-up and recovery operations in line with protocols.
  • Delivered complete set-up assistance for networking systems, IP phone equipment and related IT gear.
  • Acquired, set up and configured hardware and software to meet specific customer requirements, also performing updates, keeping systems functional and secure.
  • Offered technical expertise to contribute to 2nd and 3rd line of support.
  • Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.

Food & Beverage Assistant (Waiting Staff)

Marco Pierre White The Steakhouse, Bar and Grill
Birmingham, United Kingdom
04.2023 - 12.2023
  • Attended to over 50 customer's needs daily in proactive manner for first-class waiting service.
  • Accurately took orders, making menu recommendations as appropriate.
  • Verified completed orders, served guests at tables.
  • Stayed up to date on menu changes to accurately answer customer queries.
  • Prepared tables for guests, reset tables between customers.
  • Listened to guest complaints, worked with kitchen staff or management to promptly resolve issues.
  • Calculated charges, issued bills, collected payments, processing accurately to avoid till discrepancies.
  • Processed cash, card payments promptly minimising customer waiting times.
  • Followed health, hygiene standards when handling food plus cleaning restaurants.

Managed Services (MSP) Engineer

Beltek Global Solutions Ltd
Abuja, Nigeria
02.2019 - 11.2022
  • Provided excellent customer service, consistently work to exceed customer's expectations.
  • Performed Level 1/2 outstanding technical support (in person, remotely sessions)
  • Triaged incoming requests via phone, email system.
  • Determined priority, created, tracked tickets in Help Desk Software system.
  • Assisted with training of junior engineers, documenting procedures.
  • Resolved as many tickets as possible meeting service-level agreements.
  • Ensured tickets are updated with detailed technical notes, resolved correctly.
  • Implemented processes, procedures to track/fulfil tasks outlined in customer MSP offerings.
  • Assisted with onboarding, off boarding of customers.
  • Assisted team members with onsite support as necessary.
  • Assisted with updating, creating customer documentations.
  • Provided technical assistance for all IT related hardware.

Education

MS Cyber Security - Cyber Security

Birmingham City University
Birmingham, United Kingdom
01.2023 - 02.2024

BEng (Hons) Computer Engineering - Computer Engineering

Enugu State University Of Science And Technology
Abuja, Nigeria
07.2011 - 05.2016

The West African Examination - First school leaving certificate

Lugbe, FCT Abuja, Nigeria
Abuja, Nigeria

Skills

  • Group policy administration
  • License administration
  • Exchange administration
  • Billing administration
  • Office applications administration
  • Teams administration
  • SharePoint
  • Exchange Online
  • Microsoft Intune
  • Windows Autopilot
  • Windows Active Directory
  • Azure Active Directory
  • Microsoft Office Suite
  • Google Workspace
  • Windows, iOS, MacOS
  • Android, Chrome OS, Linux OS
  • Hardware installation/Troubleshooting
  • Software Installation/Configuration
  • Network Configuration/Troubleshooting
  • Remote Desktop Support
  • VMware, Hyper-V, VirtualBox
  • Backup, Disaster Recovery, Security Best Practices
  • Amazon Web Services
  • Google Cloud Platform
  • IR Plans, Risk Analysis
  • Application installations
  • Technical issues analysis
  • Exceptional telephone etiquette
  • TCP/IP and WAN
  • Data entry
  • Payroll administration

Websites

Certification

  • Certified in Cybersecurity an (ISC)2 Certificate – 2023
  • AZ-900 Azure Fundamentals
  • MS-900 Microsoft 365 Fundamentals
  • CompTIA A+
  • CompTIA Security+
  • Amazon Web Service (AWS) Foundation & Amazon Web Service Associate

Languages

English
Upper intermediate

Affiliations

  • Online Gaming
  • Photography and Videography
  • Drone Flying

References

References available upon request.

Timeline

IT Service Desk Analyst

Skyway Tech Service Ltd
12.2023 - Current

Food & Beverage Assistant (Waiting Staff)

Marco Pierre White The Steakhouse, Bar and Grill
04.2023 - 12.2023

MS Cyber Security - Cyber Security

Birmingham City University
01.2023 - 02.2024

Managed Services (MSP) Engineer

Beltek Global Solutions Ltd
02.2019 - 11.2022

BEng (Hons) Computer Engineering - Computer Engineering

Enugu State University Of Science And Technology
07.2011 - 05.2016

The West African Examination - First school leaving certificate

Lugbe, FCT Abuja, Nigeria

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CHIMA UGWUANYI