VINCENT ONYEMA
Thamesmead West,United Kingdom
Summary
Results-driven IT Support Engineer with expertise in troubleshooting, system administration, and IT infrastructure management. Skilled in Microsoft 365, Azure, Active Directory, Intune, and ITIL service management. Adept at resolving complex technical issues, optimizing system security, and ensuring seamless IT operations. Passionate about delivering high-quality support and enhancing user experience.
Overview
2
2
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Support Service Engineer (1st line Support)
CAS IT Services Ltd
London, United Kingdom
01.2024 - Current
- Provided 1st line IT support, serving as the first point of contact for technical issues via phone, email, and ticketing systems.
- Diagnosed and resolved hardware, software, and network-related incidents, ensuring minimal downtime.
- Assisted users with Microsoft 365 applications, email configurations, and password resets.
- Managed user accounts in Active Directory and Azure AD, including account provisioning and access control.
- Logged and prioritized support tickets, escalating unresolved issues to 2nd line support when necessary.
- Supported Windows and macOS environments, troubleshooting desktop, laptop, and peripheral device issues.
- Configured and deployed IT equipment, including workstations, printers, and VoIP phones.
- Provided basic network troubleshooting, addressing connectivity issues with LAN, Wi-Fi, VPN, and DNS.
- Assisted with software installations and updates, ensuring compliance with company policies.
- Delivered user training and guidance, improving IT literacy and reducing recurring support requests.
IT service desk engineer (1st line)
CAS Exchange
London
09.2023 - 01.2024
- Provided 1st line IT support as the primary point of contact for technical issues, addressing inquiries via phone, email, and ticketing systems with a focus on prompt resolution.
- Diagnosed and resolved hardware, software, and network-related incidents, minimizing downtime and ensuring seamless operations for end-users.
- Assisted users with Microsoft 365 applications (Outlook, Teams, SharePoint), email configurations, and password resets, improving productivity.
- Managed user accounts in Active Directory and Azure AD, including account provisioning, access control, and group policy adjustments.
- Logged, prioritized, and escalated support tickets to 2nd line teams when necessary, ensuring adherence to ITIL best practices and SLAs.
- Supported Windows and macOS environments, troubleshooting issues with desktops, laptops, printers, and peripheral devices.
- Configured and deployed IT equipment (workstations, VoIP phones, printers) and performed software installations/updates in compliance with policies.
- Conducted basic network troubleshooting for LAN, Wi-Fi, VPN, and DNS connectivity issues, collaborating with network teams for complex cases.
- Provided user training and guidance on IT systems and best practices, reducing recurring support requests and enhancing digital literacy.
- Maintained accurate technical documentation and knowledge base articles for common issues, improving team efficiency.
Education
Master of Science - Web and Mobile Development Technologies
Northumbria University
09.2022 - 05.2023
Master of Science - Insurance and Risk Management
Enugu State University of Science and Technology
01.2018 - 05.2021
Bachelor of Science - Insurance and Risk Management
Enugu University of Science and Technology
10.2012 - 05.2015
Skills
- Windows Server
- Windows Desktop
- Linux
- Microsoft Azure
- Office 365
- VMware
- Intune
- SharePoint Online
- Active Directory
- Azure AD
- Mobile Device Management (MDM)
- LAN/WAN troubleshooting
- VPN
- DNS
- DHCP
- PowerShell
- ITIL Framework
- Service-Level Agreements (SLA)
- Incident Management
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Certification
- Microsoft 365 Fundamentals MS-900, 05/2024
- Microsoft Azure Fundamentals AZ-900, 04/2024
- CompTIA A+ (In Progress)
Timeline
Support Service Engineer (1st line Support)
CAS IT Services Ltd
01.2024 - Current
IT service desk engineer (1st line)
CAS Exchange
09.2023 - 01.2024
Master of Science - Web and Mobile Development Technologies
Northumbria University
09.2022 - 05.2023
Master of Science - Insurance and Risk Management
Enugu State University of Science and Technology
01.2018 - 05.2021
Bachelor of Science - Insurance and Risk Management
Enugu University of Science and Technology
10.2012 - 05.2015
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