My name is Okonkwo Ekenedilichukwu Augustine, and I am an accomplished IT Support Engineer and Customer Support Professional. Currently, I proudly serve as an Azure/GCP Cloud Administrator in Gaint of Africa, Nigeria. My expertise lies in delivering exceptional technical support, implementing robust cloud security measures, and providing top-notch customer service. I am dedicated to ensuring smooth IT operations for businesses across diverse sectors.
My Journey in IT and Cloud Security
I hold a Higher National Diploma in Computer Science from Delta State University, Ozoro, and a Bachelor of Computer Science from Enugu State University of Science and Technology. Over the years, I have honed my skills in IT service integration, customer support, and technical troubleshooting. My journey in IT began in 2013, where I provided essential desktop support, software configuration, and end-user troubleshooting. I have been able to streamline IT services, enhance user experience, and reduce average ticket resolution times by up to 20%, making IT support more efficient and productive.
I have worked with renowned companies like Sea O Limited as an IT Support Technician since 2013. I assisted non-technical users with their technical issues, helped configure hardware and software for over 100 employee workstations, and provided seamless remote and on-site support, ensuring all technical issues were resolved quickly and efficiently. I am proud of the work I have done here, which not only improved overall productivity but also helped the company foster a more positive customer feedback loop.
In 2021, I transitioned to Softfield Solution as Customer Support & Tech Sales, expanding my focus beyond technical support to include customer relationship management.
My expertise in managing accounts, resolving client complaints, and anticipating customer needs resulted in increased client retention and satisfaction. My role also involved training clients on our products and services, ensuring smooth onboarding and operational success.
Currently, I am expanding my expertise as an Azure/GCP Cloud Administrator/Security Specialist. I am learning and practicing both Azure and GCP Cloud Security and Architecture, with a focus on migrating companies from on-premises to cloud-based infrastructure. This includes onboarding 500 staff, creating user access controls, implementing robust security measures, and setting up password policies to ensure data security and regulatory compliance. My work in cloud administration has allowed me to improve operational efficiency while securing cloud environments for businesses.
Skills and Expertise
Throughout my career, I have developed a range of skills that allow me to offer comprehensive support to both businesses and individuals. I excel in problem-solving, technical communication, IT service integration, remote troubleshooting, and end-user training. Additionally, my experience spans:
Tier 1 IT Support: Hardware & software configuration, troubleshooting, and resolution of technical issues.
Customer Service: Building strong client relationships, addressing complaints, and delivering tailored solutions.
Account Management: Managing portfolios, upselling services, and securing long-term agreements.
Cloud Administration & Security: Migrating companies to the cloud, creating secure access controls, implementing security policies, and ensuring compliance with cloud security best practices.
I’m fluent in English, Pidgin English, and Igbo, which allows me to connect with a diverse set of clients and colleagues. My certifications, including those in Cybersecurity, System Administration, and Customer Service, reinforce my ability to provide top-tier service across multiple industries.
Professional Values
Throughout my career, I have prided myself on maintaining strong client relationships by listening to their concerns, addressing their issues promptly, and ensuring a seamless user experience. I strive to provide both technical and non-technical users with clear, concise, and effective communication, ensuring they feel supported and understood. Whether it’s streamlining office procedures, training teams on new systems, or providing remote troubleshooting, my goal is to make technology accessible and manageable for everyone.
Looking Ahead
As I continue to grow in my career, my aim is to leverage my technical and customer service skills, along with my expertise in cloud security, to help organizations optimize their IT operations, improve client satisfaction, and drive revenue growth. I look forward to collaborating with innovative teams and contributing to solutions that meet evolving industry needs.