Obed Okeukwu

IT Support and Infrastructure professional with over five years of combined experience providing technical support for Windows environments, Microsoft 365, Active Directory, Windows Server, and enterprise desktop technologies. Experienced delivering Level 2 and Level 3 support, diagnosing hardware and software issues, deploying workstations, supporting printers, VPN connectivity, Microsoft 365 applications, and documenting incidents using ServiceNow. Passionate about delivering outstanding customer service while maintaining secure, reliable, and efficient IT environments.

Maintains a GitHub portfolio showcasing enterprise Windows Server, networking, virtualization, and cybersecurity projects.

IT Security Analyst - Freshworks Services - Edmonton, AB

(2023-04 - 2025-06)

• Delivered Level 2 and Level 3 technical support for Windows Server, Microsoft 365, Active Directory, VMware, and enterprise desktop environments.
• Diagnosed and resolved hardware, software, operating system, printer, VPN, DNS, DHCP, and network connectivity issues.
• Managed incidents using ServiceNow while documenting technical resolutions and maintaining accurate service records.
• Administered Active Directory user accounts, Group Policy, permissions, and Microsoft 365 services.
• Collaborated with infrastructure and security teams to restore services and improve system stability.
• Provided excellent customer service while supporting end users in fast-paced enterprise environments.

Systems Support Technician - Lenovo - Remote

(2021-02 - 2023-01)

• Supported Windows desktops and laptops, Microsoft 365, Outlook, Active Directory, VPN connectivity, printers, and networking.
• Supported workstation imaging, software deployment, user onboarding, and peripheral device setup while maintaining accurate documentation and delivering excellent customer service.
• Installed, configured, and deployed Windows workstations and software for enterprise users.
• Diagnosed hardware, operating system, and application issues while maintaining high customer satisfaction.
• Assisted users remotely and documented all incidents and resolutions.

Diploma - Cybersecurity - Northern Alberta Institute of Technology (NAIT) (2025-09 - 2026-06)

Diploma - Web Development - National Institute of Information Technology (NIIT) (2022-07 - 2023-06)

Bachelor of Science - Computer Science - Imo State University (2009-09 - 2013-07)