Ezinneamaka Ugwu
Charlton,London
Summary
IT Support professional with strong experience in technical troubleshooting, service desk operations, and end-user support. Proven ability to resolve issues efficiently, manage tickets within SLA, and deliver high-quality customer service in fast-paced environments. Adept at communicating technical information clearly to non-technical users while ensuring service delivery aligns with organisational KPIs.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
IT Support Engineer
The Broadwaters Inclusive Learning Centre
London, United Kingdom
01.2025 - Current
- Configured and maintained hardware, including desktops, laptops, and servers.
- Conducted system updates and patches to enhance security.
- Set up new devices for staff use, ensuring seamless integration.
- Monitored system security for compliance with IT policies.
- Facilitated virus detection and prevention efforts.
- Promoted cybersecurity best practices among employees.
- Logged and resolved incidents within agreed SLAs using ticketing system.
- Maintained IT asset inventories and software licensing records.
- Monitored network performance and reported issues to senior staff for further investigation.
Desktop Support Officer
Infratech Academy Limited
London
01.2024 - 12.2024
- Delivered 1st line support for users, resolving hardware, software, and application issues.
- Supported Windows and Mac devices, laptops, printers, and peripherals using remote support tools.
- Installed, configured, and upgraded operating systems, applications, and security patches.
- Managed user accounts, password resets, and access requests via Microsoft 365 and Active Directory and Entra ID.
- Troubleshot basic network connectivity issues (DNS, DHCP, TCP/IP, Wi-Fi).
- Used ticketing systems to log, track, and escalate incidents within SLA targets.
- Assisted with data backup awareness and system monitoring using VEEAM.
- Escalated complex technical issues to senior engineers and third-line support teams.
Customer Support Officer
Frontline Asset Ltd
Abuja
04.2020 - 09.2023
- Delivered first-line customer support through phone, email, and in-person channels.
- Logged and managed customer issues using ticketing system, ensuring accurate documentation and timely resolution.
- Resolved common user issues including login problems, password resets, and application errors.
- Escalated technical incidents appropriately while maintaining ownership until resolution.
- Monitored service queues and workloads to ensure compliance with SLAs and KPIs.
- Communicated clearly with customers to gather requirements, explain solutions, and manage expectations.
- Supported service desk operations and contributed to continuous service improvement.
Education
Master of Science - Accounting And Finance
University of East Anglia, Norwich, England
Norwich, England 09.2023 - 09.2024
Bachelor of Science - Accountancy
Caritas University
Nigeria 08.2013 - 08.2017
Skills
- Networking protocols
- Hardware and peripheral support
- Software installation and troubleshooting
- Incident management and escalation
- Customer-focused communication
- VOIP system management
- Cisco Meraki configuration and monitoring
- Microsoft Azure fundamentals
- Azure AD user and group management
- Microsoft 365 administration
- Google Workspace administration
Certification
- ISC2 Certified in Cybersecurity (ISC2)
- Technical Support Fundamentals – Google
- System Administration and IT Infrastructure Services – Google
Timeline
IT Support Engineer
The Broadwaters Inclusive Learning Centre
01.2025 - Current
Desktop Support Officer
Infratech Academy Limited
01.2024 - 12.2024
Master of Science - Accounting And Finance
University of East Anglia, Norwich, England
09.2023 - 09.2024
Customer Support Officer
Frontline Asset Ltd
04.2020 - 09.2023
Bachelor of Science - Accountancy
Caritas University
08.2013 - 08.2017