KA

Open to opportunities

Kenneth Agu

@kennethagu

IT Help Desk Analyst with 4+ years resolving SAP and Microsoft 365 issues end-to-end.

What I'm looking for

I’m looking for a technical support role that offers variety and room to keep learning, where I can own requests end to end, verify fixes before closure, and collaborate across teams to resolve complex issues.

I’m an IT support professional based in Wroclaw, supporting SAP and Microsoft 365 through daily first line work. I focus on owning requests end to end, including testing and verifying fixes before closing them out.

Over 4 years, I’ve resolved technical issues through ticketing systems and email, while staying accountable and proactive in cross functional collaboration. I’m comfortable following complex instructions, escalating appropriately, and maintaining clear communication throughout.

In my current role, I provide multi channel support for SAP, Azure, Intune, and Microsoft 365. I maintain a 95 percent client satisfaction rate by backing solutions with documentation and process improvement, and by confirming resolutions under real world conditions.

Before that, I built an ownership-driven mindset in logistics roles—handling high volume scheduling, dispatch coordination, and exception tracking. I enjoy variety and want a technical support role that keeps me learning while supporting teams with structured, reliable problem solving.

Experience

Work history, roles, and key accomplishments

HT

Current

IT Help Desk Analyst

Current

HCL Technologies

Sep 2022 - Present (3 years 11 months)

Provided multi-channel technical support for SAP, Azure, Intune, and Microsoft 365 via ticketing systems and email. Tested and verified fixes before closing tickets, escalated complex issues with complete documentation, and maintained a 95% client satisfaction rate.

Technical Support Azure Microsoft Intune Testing And Verifying Fixes SAP Fault Resolution Microsoft 365 Support Azure Support Ticketing Systems Email Support Troubleshooting Escalation Management Documentation Process Improvement

CL

Logistics Scheduler

Coyote Logistics

Apr 2022 - Sep 2022 (5 months)

Owned a high-volume carrier booking and appointment scheduling portfolio across U.S. routes, taking responsibility for outcomes. Reduced carrier wait times by 15% within six months and tracked shipments to flag exceptions and prevent disruptions.

Carrier Bookings Logistics Scheduling Appointment Scheduling Route Planning Shipment Tracking Operational Coordination Stakeholder Communication

CL

Dispatch Specialist

Coyote Logistics

Oct 2019 - Apr 2022 (2 years 6 months)

Verified truck weights and load specifications against customer requirements and regulations before departure. Managed daily requests via phone and email, monitored driver locations to resolve route inconsistencies, and documented interactions; contributed to a 20% reduction in transport delays.

Stakeholder Communication Delivery Coordination Dispatch Operations Truck Weight Verification Load Specification Verification Driver Location Monitoring Documentation Scheduling

Education

Degrees, certifications, and relevant coursework

UN

University of Nigeria

Bachelor's Degree, Hotel and Tourism Management

Earned a Bachelor's degree in Hotel and Tourism Management from the University of Nigeria, Enugu.

Tech stack

Software and tools used professionally

Windows

Microsoft Office 365

Microsoft Intune

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