HOPE CHUKWUNEKE
Bound brook
Summary
- Promote optimal performance, reliability, and security across core business systems
- Results-driven professional offering a progressive, ten -year career in information technology with a BSc in Computer Science.
- Repeated success on IT team projects from inception to execution, strategically allocating resources and delegating tasks to achieve on-time, on-budget delivery.
- Expertly manage technical support operations, diligently troubleshooting issues to identify root causes and prevent recurrence.
- Process improvement champion with a history of implementing new procedures and technologies to strengthen security posture, enhance operational efficiency, and control costs. – Areas of Expertise – Testing & Troubleshooting | Project Management | System Administration Vendor Relations | Strategic Planning | Resource Allocation | Effective Communication Team Leadership | Business Continuity | Data Backup & Recovery | Help Desk Support
Overview
16
16
years of professional experience
Work History
IT Technician
VERIFONE
Long Island
09.2018 - 08.2023
- Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets
- Ensure system security for desktop, mobile and cloud environments
- Setup secure WIFI, LAN, and VoIP networks, leading client/server configuration and performance- tuning of crucial infrastructure to ensure seamless business operations
- Selected projects…
- Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more
- Closed 95% of trouble tickets with no escalations.
Client Service Analyst
Merrill Lynch
Pennington
09.2017 - 09.2018
- Develop methods for integrating different products so it works properly together such as customizing commercializing end products to fit specific needs
- Update knowledge and skills to keep up with rapid advancements in computer technology
- Provide advice and technical assistance with cost analysis, fiscal allocation, and budget preparation
- Summarize budgets and submit recommendations for approval or disapproval of funds requests
- Direct preparation of regular and special budget reports
- Analyze monthly department budgeting and accounting reports to maintain expenditure controls.
- Monitored daily performance against established metrics
- Analyzed client disputes and offered solutions to fit client and company expectations
- Escalated requests for service, acting as point of escalation for external and internal parties
- Acted as lead party for external calls and client visits
- Maintained issues logs and prepared periodic reports based on data
IT Support Specialist
JPMorgan Chase
Tempe
09.2015 - 08.2017
- Provided technical support to end-users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, and remote support tools
- Performed security administration functions for user, data, and remote access
- Selected projects…
- Played instrumental role in companywide migration from legacy customer relationship management (CRM) system to Salesforce.com by providing end-user training and support
- Developed step-by-step training manuals for end-users to ensure a seamless transition following application upgrades
- Closed 97% of trouble tickets on first call without escalations
- Awarded for exceeds expectations after 3months of employment
- Star employee of the month for excellent technical and customer service
Technical Support Specialist
VERIZON
Tucson
01.2015 - 08.2015
- Performed troubleshooting, repair, and maintenance of mobile devices, hardware, peripherals, and telephony
- Analyzed system requirements to efficiently isolate and resolve wide array of technical issues
- Participated in large-scale upgrades and installations
- Selected Accomplishments…
- Quickly learned and mastered proprietary applications
- Demonstrated outstanding customer services skills, consistently receiving high rating on client satisfaction surveys
- Cut incident callback rate by 12%; used technical, analytical and communication skills to accurately identify user needs and provide effective solutions.
IT Asst. Manager
CHARVID INT. GROUP
02.2008 - 12.2014
- Promoted to leadership role: accountable for maintaining key business applications and systems
- Partner with senior leadership to guide short- and long-range technology planning
- Plan, coordinate, and execute hardware and software upgrades
- Serve as vital resource for Help Desk staff, overseeing daily support operations and providing assistance on complex trouble tickets
- Cultivate and maintain relationships with IT vendors
- Selected projects…
- Successfully directed on-time, on-budget completion of company-wide upgrade to Windows 7 and Office 365 impacting more than 50 onsite staff and five remote employees
- Initiated transformative IT policies designed to harden system security, including enhanced measures for password requirements and user access
- Spearheaded new procedures for Help Desk documentation, enabling development of comprehensive knowledge base of common issues and solutions to improve Help Desk efficiency.
- Managed life cycle replacement of hardware and software
- Oversaw development and implementation of improvements to support network operations
- Communicated regularly with customers concerning data exchange and technology integration
- Liaised with other departments to minimize network interruptions and possible downtimes
- Coordinated secure system access of users to various department systems and platforms
System Administrator
Nigerian Army
06.2012 - 07.2013
- Plan, coordinate and implement security measures to safeguard information in computer files against accidental or unauthorized damage, modification or disclosure
- Modify existing databases and database management
- Setup Wi-Fi and LAN networks at same location, leading client/server configuration and performance tuning of crucial infrastructure to ensure seamless business operations
- Troubleshoot Windows OS and MAC OS
- Worked on large-scale migration including PC Imaging and back up
- Established group policies, Managed and setup parameters for users including restrictions for non-personnel and temporary staff
- Installed upgrades and hardware components in timely fashion
- Accomplishments
- Slashed average time by over 50% for completion of project
- Received an award for outstanding Performance and diligence for year
- 2012/2013
Education
MSC - INFORMATION TECHNOLOGY WITH ADV, CYBER SECURITY
UNIVERSITY OF PHOENIX
Phoenix, ArizonaADV. CERTIFICATE IN SYSTEM ADMINISTRATION -
ROCHESTER INSTITUTE OF TECHNOLOGY
Manhattan,NewyorkBSC - COMPUTER SCIENCE
NNAMDI AZIKIWE UNIVERSITY
Awka, NigeriaSkills
TECHNICAL PROFICIENCIESPlatformsWindows Vista/7/10; Mac OS X; Oracle; SAP , Linux, Unix, Kali, ubuntu, mobile OSSoftwareMicrosoft Office (Word, Excel, Outlook, PowerPoint, Project), SQL, and SharePoint; QuickBooks; Salesforcecom, Cloud support; AWS, Db2NetworkingLanguagesWAN, LAN, Routers, Wireshark/TCP/IP, view packet Analysis, Fiber optics, DNS Servers, Network Servers, Cisco Routers and switches, HTTP, Active Directory,VOIPJava, HTML, C, PHP, Python, Ruby
Accomplishments
- COURSES: CISCO, MCSA, A+, INFORMATION TECHNOLOGY, COMPUTER ARCHITECTURE, ELECTRIC CIRCUITS AND ELECTRONICS, ARTIFICIAL INTELLIGENCE, COMPUTER GRAPHICS, APPLICATION SOFTWARE, DATA COMMUNICATIONS AND NETWORKS, SOFTWARE DEVELOPMENT AND MANAGEMENT , OPERATING SYSTEMS, NETWORK SECURITY, CUSTOMER SERVICE TRAINING (VERIZON WIRELESS) TECHNICAL SUPPORT SPECIALIST TRAINING (JPMORGAN CHASE) MILITARY TRAINING
- ACCOMPLISHMENTS
- AWARDED STAR EMPLOYEE FOR PERFORMANCE AS A SYSTEM ADMINISTRATOR IN 2012/2013 FOR NIGERIAN ARMY
Timeline
IT Technician
VERIFONE
09.2018 - 08.2023
Client Service Analyst
Merrill Lynch
09.2017 - 09.2018
IT Support Specialist
JPMorgan Chase
09.2015 - 08.2017
Technical Support Specialist
VERIZON
01.2015 - 08.2015
System Administrator
Nigerian Army
06.2012 - 07.2013
IT Asst. Manager
CHARVID INT. GROUP
02.2008 - 12.2014
MSC - INFORMATION TECHNOLOGY WITH ADV, CYBER SECURITY
UNIVERSITY OF PHOENIX
ADV. CERTIFICATE IN SYSTEM ADMINISTRATION -
ROCHESTER INSTITUTE OF TECHNOLOGY
BSC - COMPUTER SCIENCE
NNAMDI AZIKIWE UNIVERSITY