Allen Chima-Diribe

IT support professional with over four years of hands-on experience delivering desktop, hardware, and infrastructure support across Windows and Microsoft 365 environments. Comfortable working both on-site and remotely, whether covering a busy service desk or travelling to client and branch locations to troubleshoot physical issues in person, and experienced in managing the full incident lifecycle through ServiceNow within SLA. I take a methodical approach to diagnosis, document everything clearly, and focus on making things as smooth as possible for the people I'm supporting.

Retail Assistant at The Shore Group (2025-01 – Present)

Worked in a busy retail environment alongside postgraduate study

• Worked in a busy retail environment alongside postgraduate study, maintaining professional standards and reliability under consistent daily pressure.
• Supported stock management and floor organisation, working to daily priorities in a structured team environment.

Event Steward at Lionsgate Security & Events Ltd (2024-08 – 2024-12)

Supported crowd safety and incident response at large public events

• Supported crowd safety and incident response at large public events, communicating clearly with both the public and colleagues to keep things running smoothly.

Product Upload Specialist (Systems & Data Operations) at Alabamart (2024-02 – 2024-08)

Maintained system records and improved data accuracy through QA processes and automation

• Maintained over 800 active system records, running regular QA reviews to catch inconsistencies before they caused problems downstream.
• Built Excel-based automation that removed the need for repetitive manual data entry, cutting recurring errors by 35% and speeding up the team's daily workflows by 30%.
• Brought overall system data accuracy up to 98% by introducing structured QA checks and writing clear process documentation for the team.
• Monitored live operational data and flagged anomalies early, coordinating fixes with relevant teams to keep reporting accurate and decision-making on solid ground.

Desktop Support Engineer / IT Support Specialist at SETRACO (2022-11 – 2024-01)

Delivered day-to-day desktop and field support for 150+ user organisation across multiple sites

• Delivered day-to-day desktop and field support for a 150+ user organisation across headquarters and multiple branch sites, travelling to remote locations using company transport to resolve hardware, software, Microsoft 365, and network connectivity issues on-site, maintaining overall system uptime at 85%.
• Led hardware rollouts for new starters and device refresh cycles across all sites, physically configuring laptops, desktops, and peripherals, provisioning access, and ensuring users were productive from day one.
• Owned the full incident lifecycle in ServiceNow, from logging and categorising through to resolution, consistently hitting SLA targets and bringing average ticket resolution time down by 25%.
• Assisted managing Active Directory for the whole organisation, handling account creation, password resets, access changes, and group memberships as people joined, moved, or left the business.
• Diagnosed and fixed VPN, remote access, and network connectivity problems; supported LAN/WAN infrastructure using Cisco routers, switches, and firewalls, helping improve internet reliability by 30%.
• Built a library of clear troubleshooting guides and knowledge articles that cut repeat user issues by 50% and gave the team a go-to resource for common problems.
• Handled escalations when incidents were too complex or time-sensitive for first contact, including P1 situations, coordinating with technical teams to get things resolved with minimal disruption.

IT Support Analyst (Intern) at My Safepay (2020-04 – 2022-10)

Handled support requests and managed IT asset tracking

• Handled 75+ support requests per week across hardware, software, and connectivity, supporting users both in person and remotely and improving help desk response time by 15%.
• Installed, configured, and updated software across 80+ systems to keep everything running securely and to spec.
• Improved the IT asset tracking process in a way that management formally recognised, making it easier to keep tabs on equipment across the organisation.
• Wrote user guides and step-by-step troubleshooting docs that cut repeat support requests by 25%.
• Helped onboard new users: setting up systems, configuring software, and provisioning access so people could hit the ground running.

MSc in Data Science – Cardiff Metropolitan University (2024-09 – 2025-11)

B. Tech in Information Management Technology – FUTO, Owerri (2015-09 – 2020-09)

GCSE Equivalent in Mathematics and English