FIDEL UDECHUKWU
London
Summary
A results-driven IT Support Specialist with a track record of delivering comprehensive technical support and exceeding performance targets. Adept at troubleshooting hardware, software, and networking issues, with a strong focus on end-user satisfaction. Able to simplify complex technical concepts for non-technical users. Known for proactive problem-solving and a collaborative approach.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Service Analyst
Cera Care
12.2024 - Current
- Onboarded and set up devices for 900+ carers during company mergers, achieving a 98% success rate within the first week.
- Installed and maintained over 50 IT desktop systems monthly, meeting all security and operational standards.
- Provided first-line technical support across multiple platforms, resolving 96%+ of service desk tickets within SLA.
- Published monthly technical updates and training resources, reducing service desk ticket volume by 20% in 3 months.
System Analyst (Intern)
WayThrough
08.2023 - 03.2024
- Cut bid and tender preparation time by 30% by optimizing document templates and workflows.
- Generated 20+ reports with actionable recommendations, leading to key improvements in a financial platform.
- Boosted efficiency by 18% by creating how-to guides and training materials on SharePoint usage across teams.
Warehouse Associate
Amazon
11.2022 - 03.2024
- Sustained 99% accuracy in item verification and IT asset tracking.
- Delivered cross-functional training to 200+ new hires and 100 existing staff, sustaining a 97% quality rating.
- Managed over 400 units of hardware with zero safety incidents, demonstrating precision in asset handling.
IT Desktop Support Analyst
MTNN Telecoms
06.2019 - 08.2022
- Resolved an average of 300 technical issues monthly via desk-side and remote support.
- Delivered first and second-line support to 600+ users, maintaining a 90% first-contact resolution rate.
- Deployed and managed 200+ workstations, reducing downtime by 15% through streamlined processes.
- Authored 30+ troubleshooting SOPs, helping reduce repeat support requests by 10%.
Education
MSc - FinTech
Teesside University
01.2024
BSc - Geography & Environmental Management
University of Abuja
01.2015
Computer Networking Program - undefined
NIIT
01.2020
IT Support Specialist Certificate - undefined
ITonlinelearning
01.2024
Cloud Support Specialist - undefined
Correlation One
01.2025
Skills
- Network Setup
- LAN
- WAN
- TCP/IP
- VPN
- Firewall
- IDS
- Directory Services
- Active Directory
- Group Policies
- Cloud
- AWS
- VPC
- EC2
- S3
- Azure
- Microsoft 365
- Google Workspace
- Jira
- Slack
- Intercom
- Team Leadership
- User Training
- Effective Communication
- Project Management
Certification
- Cisco Certified Network Associate (CCNA)
- CompTIA A+
- ITIL v3 (In Progress)
Timeline
IT Service Analyst
Cera Care
12.2024 - Current
System Analyst (Intern)
WayThrough
08.2023 - 03.2024
Warehouse Associate
Amazon
11.2022 - 03.2024
IT Desktop Support Analyst
MTNN Telecoms
06.2019 - 08.2022
MSc - FinTech
Teesside University
BSc - Geography & Environmental Management
University of Abuja
Computer Networking Program - undefined
NIIT
IT Support Specialist Certificate - undefined
ITonlinelearning
Cloud Support Specialist - undefined
Correlation One
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