Ehidiame Inetianbor

Managed ticket queues, including incidents and service requests, providing short-term resolutions and coordinating long-term remediation with technology partners. Validated application changes and upgrades, established test plans, and prepared various reports. Activated and managed the Incident Management process, ensuring SLA adherence, communication, and root cause analysis.

Provided tier two support for internal applications and systems, focusing on first-touch resolution of tickets within established SLAs. Researched industry trends to improve IT systems and services, proactively identifying opportunities for infrastructure improvements. Troubleshot and maintained IT assets, ensuring application and software currency through patching and updates.

Delivered comprehensive technical support from Tier 1 through Tier 2 levels, including specialized Executive/V.I.P. customer support. Demonstrated expertise in Active Directory, Citrix, VMware, and Office 365 environments. Troubleshot and maintained various printer models, applying ITIL processes to support users effectively.

Provided multi-channel support via chat, email, and help-desk for local and off-site customers, managing and monitoring problem ticket threads. Analyzed incidents to determine required support levels and maintained detailed incident records within the ticketing system. Troubleshot, resolved, and documented various technical problems, also participating in new project testing and deployment.

Engaged in self-directed learning and career development programs to enhance professional skills and knowledge. Focused on continuous improvement and staying current with industry trends.

Completed a Bachelor of Science degree with a focus on Computer Science. Gained foundational knowledge in various aspects of computing.