VICTOR OGONNA
UK
Summary
Customer-focused IT Support Specialist with over five years’ experience in 1st and 2nd/3rd line support. Skilled in handling high volumes of service requests via phone, email, and ticketing systems, with proven ability to resolve issues quickly and empathetically. Strong background in troubleshooting, documentation, and process improvements. Skilled at meeting performance targets, supporting team knowledge, and ensuring every customer interaction is a positive experience
Overview
10
10
years of professional experience
4039
4039
years of post-secondary education
1
1
Certification
Work history
2nd/3rd Line Support Analyst
Max Binary Limited
Bristol
10.2024 - 09.2025
- Managed 250+ tickets per quarter, resolving complex user issues and reducing escalations by 40%.
- Provided clear, customer-friendly explanations of technical solutions.
- Supported over 200 devices and 100+ users, improving compliance and service standards.
- Mentored 1st Line staff, boosting first-contact resolution rates.
Volunteer Facilities Assistant
Winners Chapel International
11.2023 - 09.2025
- Maintain a clean, safe environment for 300+ weekly visitors.
- Demonstrate teamwork and reliability in a service-based role.
2nd Line IT Support Analyst
In The Style
Manchester
09.2022 - 02.2025
- Supported 300+ users, consistently achieving a 95%+ first-contact resolution rate.
- Handled high-volume access, device, and application requests with empathy and accuracy.
- Produced 20+ user guides to improve support efficiency.
- Contributed to process improvements and a positive team culture.
1st Line IT Support Analyst
In The Style
Manchester
06.2021 - 07.2022
- Delivered front-line support, resolving 90% of tickets within SLA.
- Assisted users with software, connectivity, and device issues.
- Documented troubleshooting guides to support colleagues.
IT Service Desk Analyst
Study Visa International Ltd
Lagos
01.2016 - 09.2020
- Supported 100+ daily users in a mixed Windows/macOS environment.
- Diagnosed hardware/software issues and supported rollouts.
- Improved security with AV and vulnerability scan implementation.
Education
MSc - Cyber Security, Threat Intelligence, and Forensics
University of Salford
BSc - Mathematics and Computer Science
University of Port Harcourt
Skills
- Customer Support – Phone, Email & Chat
- Troubleshooting & Problem Solving
- Strong Verbal & Written Communication
- Ticket Management & SLA Delivery
- Documentation, Technical Writing & Knowledge Base Creation
- Microsoft Office Suite (Word, Excel, Outlook)
- Data Analysis & Performance Metrics
- Team Collaboration & Peer Mentoring
- ITIL Practices – Incident, Problem & Change Management
- Microsoft Intune, Endpoint Manager, Azure AD, Office 365
- Windows Server Administration (2012–2022), Group Policy, AD DS
- Network Services – TCP/IP, DNS, DHCP, VPN, Firewall Rules
Certification
- ITIL Foundation – Achieved
- Cybersecurity Bootcamp – Skills City, 2023
- CompTIA Security+ – In Progress
Accomplishments
- Improved device compliance from 72% to 98% by introducing proactive monitoring.
- Reduced phishing incidents by 30% through user awareness training.
- Cut user account setup times by 70% through automation (PowerShell).
- Produced knowledge base articles that reduced handling time for common support queries.
References
References available upon request.
Timeline
2nd/3rd Line Support Analyst
Max Binary Limited
10.2024 - 09.2025
Volunteer Facilities Assistant
Winners Chapel International
11.2023 - 09.2025
2nd Line IT Support Analyst
In The Style
09.2022 - 02.2025
1st Line IT Support Analyst
In The Style
06.2021 - 07.2022
IT Service Desk Analyst
Study Visa International Ltd
01.2016 - 09.2020
MSc - Cyber Security, Threat Intelligence, and Forensics
University of Salford
BSc - Mathematics and Computer Science
University of Port Harcourt
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