Valentina

Valentina.O.Udeigbo
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PROFESSIONAL SUMMARY

PROFESSIONAL SUMMARY
Technical Support Engineer with 3+ years of experience in IT infrastructure management, service delivery, and end-user support within traditional, hybrid, and cloud environments. Skilled in Microsoft 365 administration, Windows deployment, networking enthusiast, and SAAS support with a focus on process optimization and business continuity. Proficient in SQL, Python, PowerBI and Excel, with experience transforming raw data into actionable insights.
Proven ability to provide executive-level reporting and ensure IT solutions align with organizational objectives.

TECHNICAL SKILLS

• End-User Support: On-site & Remote support, security awareness training, hardware/software installation.
• Cloud Infrastructure: Microsoft 365, SharePoint, Teams, Microsoft Security Administration, Compliance, Azure, Intune, Kubernetes, Docker, AWS EC2.
• Enterprise Applications: RAVE, ASD, KIT, TeamViewer, Trello, Any Desk, Zendesk, Freshdesk, Slack.
• Databases: SQL (MySQL, PostgreSQL)
• Data Visualization: Tableau, Power BI,
• Machine Learning: (Basic Predictive Modelling)
• Other Tools: Microsoft Excel (Pivot Tables, VLOOKUP), Google Analytics and Git
• Operating Systems: Windows, Linux, MacOS.
• Support Channels: Email, Live Chat, and Phone Support.

PROFESSIONAL CERTIFICATIONS (Self Study)

• Introduction to IoT
• Fundamental Cyber security
• AWS Cloud Practitioner
• Microsoft Azure Administrator
• Microsoft Azure Fundamental
• ICSI | CNSS Certified Network Security Specialist
• Certified Network Security Specialist (NSE 1 & 2)
• Microsoft Certified Trainer MCT
• Microsoft 365 Certified Modern Desktop Administrator
• Certified Client Service Specialist (CCSS)
• Microsoft AI fundamental
• Data Processing certification

SOFT SKILLS

• Communication & Customer Service: Clear, professional interactions with clients and team members.
• Problem Solving & Analysis: Proficient in troubleshooting and complex technical issue resolution.
• Team Collaboration: Strong teamwork abilities and emotional intelligence.
• Documentation & Technical Writing: Skilled in creating technical guides and knowledge bases.
• Programming: Experience with basic Python for technical solutions and automation.

PROFESSIONAL EXPERIENCE

Technical Lead Support | Afrilag Analytiq Services
March 2022 – Present (Part-Time)
• Supervise and deliver advanced troubleshooting for critical client issues, achieving a 99% issue resolution rate within SLA.
• Spearhead IT equipment procurement for onsite setups, reducing downtime by 30% through efficient planning.
• Oversee Windows deployments, device management, and connectivity setup for client sites.
• Design and enforce data security policies, contributing to a 20% reduction in security incidents.

Projects
Sales Performance Analysis (Excel, SQL, PowerBI)
• Analysed a retail company's sales data to identify trends and improve performance.
• Used power pivot to extract and clean data, Python for analysis, and power BI for visualization.
• Provided insights that led to a 15% increase in targeted marketing effectiveness.
School financial performance Analysis (SQL, Excel, Power BI)

• Highlights the timeline for schools reaching profitability.
• Displays profitability rankings across all schools
• Consolidates key performance indicators
• Utilized SQL queries to analyse transactional data and Power BI for visualization.
• Helped increase revenue and cost fluctuations cost.

MICROSOFT 365 / Windows Technical Lead | Tek-Experts Nigeria
February 2022 – Present
• Lead a team of 20 engineers, consistently achieving 100% KPI targets through coaching and performance reviews.
• Resolve escalated technical issues, improving customer satisfaction and ensuring 90%+ case resolution on first call.
• Deliver Microsoft 365 security and compliance solutions, reducing incidents by 40% by implementing proactive threat management.
• Provide direct support and de-escalation for critical clients, resulting in a 30% decrease in client escalations.

Microsoft 365 / Windows Tier 2 Support | Tek-Experts Nigeria
June 2021 – February 2022
• Conducted research and developed long-term technical solutions, increasing client satisfaction by 25%.
• Provided remote support using tools like Quick Assist and LogMeIn, maintaining an 85%+ customer satisfaction rate.
• Collaborated with subject-matter experts to resolve complex cases, boosting resolution efficiency by 15%.
• Executed backup, recovery, and virtualization technologies, supporting email and messaging systems.

Microsoft 365 / Windows Tier 1 Support | Tek-Experts Nigeria
June 2019 – June 2020
• Managed high-volume technical support tickets, achieving 95%+ SLA compliance across email, chat, and phone.
• Conducted Windows deployments and troubleshooting for 100+ users, maintaining 98% user satisfaction.
• Provided training on Outlook, G-Suite, and iCloud protocols, enhancing end-user experience.
• Regularly improved system optimizations, contributing to 20% faster processing speeds and enhanced client productivity.

Additional Information
• Open to relocation