Zubee

IT Help Desk Specialist with over 2 years' experience supporting 200–500 end users across enterprise and manufacturing environments. Strong expertise in Active Directory, Azure AD, Office 365, Windows/macOS, ticketing systems, and L1/L2 troubleshooting. Proven track record achieving 90%+ first-contact resolution, reducing downtime, and improving SLA compliance through efficient and customer-focused technical support.

CompTIA A+ certified with strong communication, problem-solving, and documentation skills.

IT Support Specialist at Zynpak Packaging (2025-10 – Present)

• Provide technical support to 200+ office and manufacturing employees, reducing production downtime by 25%.
• Resolve 80–90% of issues on first contact across hardware, software, ERP, and network tickets, escalating complex cases to L2/L3 with clear documentation.
• Manage 150+ Active Directory accounts, ensuring 100% accuracy during user onboarding/off boarding.
• Perform imaging, setup, repairs, and deployment for 50+ devices quarterly, including laptops, desktops, and iOS and Android mobile devices.
• Troubleshoot switches, Wi-Fi, and routing issues, lowering escalation rates by 40%.
• Maintain documentation and knowledge-base articles, reducing recurring issues by 20%.
• Enhanced support workflows improving SLA response compliance by 30%.

IT Help Desk at Teknion (2025-03 – 2025-09)

• Provided support for 500+ hybrid users, resolving 85% of tickets within SLA.
• Completed 200+ AD/Azure AD account updates with perfect accuracy.
• Achieved 92% first-contact resolution rate across multiple platforms.
• Reduced ticket backlog by 30% via proactive troubleshooting.
• Supported imaging and deployment for 100+ devices.
• Authored knowledge base articles reducing repeated tickets by 25%.
• Improved ticket triage workflows, increasing team efficiency.

System Support Technician at Gentec International (2023-09 – 2025-01)

• Delivered first-line support to 300+ employees with 90% resolution rate.
• Managed 250+ AD accounts ensuring secure access and MFA compliance.
• Reduced overall ticket resolution time by 35%.
• Supported Office 365, Teams, Zoom improving productivity by 18%.
• Enhanced asset tracking accuracy by 30%.
• Created user guides reducing recurring tickets by 40%.
• Stabilized support operations during major platform upgrades.

Bachelor of Science Degree in ICAS Evaluated – Anambra State University, Uli, Nigeria (2012-04)

Diploma in Cybersecurity – Sunview Collage, Toronto, ON, Canada