Ikenna Chibueze

I’m an IT Service Desk Analyst at MassDOT, where I coordinate IT onboarding by scheduling and conducting training for new employees and leading the device imaging team to ensure the right hardware is ready for start dates.

I focus on consistent, SLA-driven support—triaging and resolving tickets with remote tools to troubleshoot, diagnose, and resolve end-user issues quickly. I also maintain awareness of the hardware currently deployed across the agency to improve expedient troubleshooting.

I manage and track assets through ServiceNow’s AssetTrack tool and external databases, and I use Active Directory to support user access (including password changes, group membership management, and email distribution list management). I also identify, document, and escalate service outages and product issues to server and engineering teams.

Before IT, I built strong operational and customer-service skills as a Pharmacy Technician, entering and validating prescription information, handling third-party billing issues, and training new employees on policies and procedures. That experience shapes how I communicate, document, and stay precise under pressure.