Chimere B. Email & Phone Number

Irvine, California, US

• Support small businesses to Fortune 500 companies with diagnosing and resolving issues related to our software interacting with their infrastructure
• Identify network communication issues using tools such as Fiddler and Wireshark
• Resolve database and business intelligence tool issues from connecting platforms: Hive, Azure, BigQuery, IBM, Oracle, PostgreSQL, Redshift, SAP Hana, SharePoint, Snowflake, Tableau, etc.
• Create articles for internal and external knowledge base when related information is not present using KCS methodology practices

Falls Church, Virginia, US

• Diagnose and resolve a large range of software, hardware, A/V, VTC, PC/MAC, mobile devices, and network connectivity issues via remote, email, phone, and/or on-site visits
• Triage ticketing queue across team of 5
• Provide 24x7 nights/weekends Tier I/II support for all employees (in-house, overseas, US-based)
• Provide situational awareness for large scale issues to customers via email
• Monitors and reports hardware/software/network escalated incidents to Senior leadership
• Create daily reports for leadership detailing all mission critical (current and/or future) activity

Lanham, MD, US

• 24x7 tier II/III support for all escalated issues for companies 800 employees
• Diagnosed and resolved a large range of software, hardware, mobile devices, and connectivity issues via remote desktops tools and/or on-site visits
• Quickly resolved complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections, and more
• Created "How To" documentation/Provide training for employees on most popular issues

St Paul, MN, US

• Created domain using Windows Server 2012 R2 OS on HP Enterprise level hardware
• Administered Microsoft Active Directory to create organizational units (OU), Group Policy Objects, and/or users assigning permissions and security policies
• Perform file system configuration allotting space to each group within the domain
• Use group policy to deploy applications for users
• Perform server backups

Falls Church, Virginia, US

• Selected by top-level management to create more efficient methods of problem solving to please customers and agents
• Provided end user support to all UMUC students and faculty worldwide related to financial aid, online classroom issues, and admission questions/concerns
• Utilized Salesforce to document between 700-900 monthly calls with a customer satisfaction rating of 95% and a 100% daily ticket closing rate

• Increased team productivity by 30% through restructuring work distribution system between Support Specialists and Developers
• Provided end user software support for all internal and external users across 35 states
• Team of 2 resolved 50-100 daily tickets received via ticket queue, chat, emails, and/or video meetings
• Documented issues in ticketing system and escalated to Dev team when needed
• Followed up with developers and customers daily on all escalated tickets until the issue was resolved

Greensboro, NC, US

• Subjects – Database Design / Social Implications of Computing
• Provided individualized mentorship and supplementary academic assistance to collegiate level students.
• Collaborated with Master Instructional Strategist to design/formalize lesson plans, examinations, practical exercises, and student handouts.
• Made effective use of curriculum-based products researching, developing, writing, revising, and reviewing content of course materials.

Alexandria, Virginia, US

• Participated in three-week program led by NSBE engineering students and technical professionals dedicated to pursuing professional excellence and giving back to the community. Designed for African-American and other.

Master'S Degree, Computer And Information Systems Security/Information Assurance

Bachelor'S Degree, Computer Science

Minor, Applied Mathematics