VINCENT ONYEMA

Provided 2nd line IT support, handling escalated technical issues from the 1st line team and ensuring timely resolution.

• Provide Level 2 desktop and infrastructure support to 200+ users across Windows 10/11 and Microsoft 365 environments.
• Troubleshoot and resolve issues related to Outlook, Teams, SharePoint Online, OneDrive, and Exchange Online.
• Administer Active Directory and Azure AD: creating/removing users, password resets, group policy assignments, and MFA setup.
• Support VPN and remote access solutions including Citrix and RDP; ensure secure and efficient remote connectivity.
• Patch operating systems and applications, reducing endpoint vulnerabilities by over 30%.
• Troubleshoot LAN/WAN, DNS, DHCP, and firewall issues, maintaining 99.9% network uptime.
• Support endpoint devices including desktops, laptops, printers, and mobile devices (MDM).
• Use ITSM tools for incident, problem, and change management following ITIL best practices.
• Document procedures and create user-focused knowledge base articles to reduce repeat tickets.

• Provided 1st line IT support, serving as the first point of contact for technical issues via phone, email, and ticketing systems.
• Delivered front-line support via phone, email, and ticketing systems, maintaining high customer satisfaction.
• Resolved Microsoft 365 issues across Outlook, Excel, SharePoint, and Teams.
• Configured laptops/desktops and supported imaging and user provisioning for new hires.
• Managed incidents such as VPN connection failures, spam/email flow issues, and file restore requests.
• Administered user accounts in Azure AD and Active Directory, enforcing password and access controls.
• Assisted with OS and software installations, ensuring compliance with IT policies.
• Provided basic support for file sharing, permissions, and backups.
• Trained end-users on O365 tools and improved IT literacy across departments.