Okechukwu Okeke

Supporting customers Microsoft systems (Windows7, 8.1,10) in IT Infrastructure function. Trouble shooting, mobile management for customers onsite Support customer with troubleshooting MS Office, virus scan, Ghost MTD and Zscaler Implementation and participation in IT projects and support in the introduction of new systems Installation, configuration and maintenance of network components Quality Check and Staging System configuration on CMDB using IT Shop tool Apple Mobile configuration and Enrolment

Recording, analyzing and processing user inquiries in the company Coordinating the processing of measures between shop management and the specialist departments Creation of transparency and recording of weak points Communication and cooperation with internal and external service providers Collaboration and active support in shop management projects Incident Management using Jira service management Timely processing and documentation in our ticket systems Creating users on Magento application backend

Provide support to users in resolving problems using service desk center tools. Ensure tickets are addressed within identified Critical Success Factors (CSF) and in alignment with ITIL best practices. Ensure all actions are professionally and thoroughly documented within the ticketing system. Provide Event Management, Incident Management, Problem Management, Request Fulfillment, Change Management, and Change Evaluation support.