Tochi Emmanuel Efienokwu

I am an Information Technology professional with extensive experience supporting enterprise environments through Tier 1 and Tier 2 service desk operations. I specialize in delivering reliable, customer focused technical support while operating in high volume SLA driven settings that demand accuracy efficiency and strong communication. My background includes hands on support across Windows and macOS systems Active Directory Microsoft 365 Azure fundamentals networking concepts and cybersecurity best practices. I am comfortable managing the full incident lifecycle from initial intake and triage to troubleshooting escalation resolution and prevention focused documentation using tools such as ServiceNow Jira and Zendesk. I bring strong multi channel communication skills supporting clients through inbound and outbound phone calls email text and fax. I am known for translating technical issues into clear user friendly explanations maintaining trust with end users and consistently meeting performance metrics such as QA CSAT AHT and FCR. In addition to operational support I have hands on experience with lab based and project driven environments including deploying help desk ticketing systems in Azure implementing Active Directory in cloud hosted virtual machines configuring virtual networks and network security groups and using PowerShell for administrative tasks and basic automation. These experiences have strengthened my understanding of cloud infrastructure identity management and secure access controls. I approach IT support with a process driven and prevention focused mindset emphasizing root cause analysis documentation and continuous improvement to reduce repeat incidents. I value collaboration clear communication and accountability and I work effectively with cross functional teams to ensure issues are resolved thoroughly and professionally.