Ginikanwa Felicia Ebe
@ginikanwafeliciaebe
Skilled IT Support Engineer with a focus on security and efficiency.
What I'm looking for
I am a highly skilled IT Support Engineer with over 3 years of proven experience in delivering exceptional technical support and ensuring secure IT operations. My expertise lies in resolving complex technical issues, simplifying API integrations, and optimizing ticketing systems to enhance efficiency and user satisfaction. With a strong knowledge of security frameworks, I implement secure practices, mitigate vulnerabilities, and protect data integrity, empowering businesses to operate confidently in today’s digital landscape.
In my current role as an IT Technical Support | Customer Support Specialist at T2UHUB, I have successfully delivered remote IT support, achieving a 95% resolution rate for clients. My previous experiences at Digitalwitch and StackCollection have honed my skills in troubleshooting software, hardware, and network issues, while also collaborating with development teams to enhance system security. I take pride in maintaining organized digital workflows and ensuring prompt resolutions, which has significantly improved end-user satisfaction ratings.
My commitment to continuous improvement is evident in my notable achievements, such as designing workflows that reduced ticket resolution times by 40% and implementing robust IAM frameworks to enhance security. I am passionate about simplifying IT processes and delivering reliable results in fast-paced, collaborative environments.
Experience
Work history, roles, and key accomplishments
IT Technical Support | Customer Support Specialist
T2UHUB
Sep 2023 - Present (1 year 10 months)
Delivered exceptional remote IT support for clients, addressing software, hardware, and network issues with a 95% resolution rate. Maintained and secured Microsoft 365 environment by managing user accounts, licenses, and access permissions through Microsoft Entra ID (Azure AD).
IT Technical Support
Digitalwitch
Oct 2022 - May 2023 (7 months)
Resolved software and connectivity issues, ensuring uninterrupted operations for internal teams and clients. Assisted in monitoring and maintaining network security by applying firewall rules, intrusion detection/prevention systems (IDS/IPS), and access control policies.
IT Technical Support Analyst
StackCollection
Feb 2019 - Aug 2022 (3 years 6 months)
Provided hands-on IT support for over 200 users, resolving system, application, and network issues efficiently. Optimized the helpdesk process, significantly increasing end-user satisfaction rating.
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Ginikanwa Felicia hasn't added their education
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