peterschukwudi

Managed high-volume ticket queues while maintaining SLA targets. Deployed 50+ workstations (OS installation, domain joining, configuration). Assisted in DNS/DHCP troubleshooting and VPN support for remote users. Improved help desk efficiency through better ticket categorization and escalation.

Investigated recurring user error patterns and introduced contextual knowledge base articles, improving first-contact troubleshooting and producing measurable improvements in resolution consistency. Established priority-routing criteria for incoming tickets to ensure urgent issues received immediate attention, improving service continuity and stakeholder satisfaction. Mentored new technicians through shadowing and bite-sized training modules, strengthening team readiness and maintaining consistent coverage during peak periods. Automated routine password resets and common account tasks via scripts, cutting manual workload and freeing time for higher-priority support initiatives.

Partnered with network and security peers to map escalation paths and run joint drills, improving incident coordination and response clarity. Created clear, reusable runbooks for common hardware faults, shortening technician onboarding time and increasing first-contact resolution consistency. Orchestrated pre-deployment validation checkpoints for new releases, catching configuration issues early and supporting more reliable rollouts. Provided day-to-day hands-on assistance to junior staff during busy periods, reinforcing team capability and maintaining service availability.