Uduak Umana

• Provide help desk support to users of the CCAD community organization. • Respond to phone calls from customers seeking help. • Document users’ issues in the help desk ticketing system. • Set-up and configure workstations. • Provide tier-1 support to end users on either PC, desktop applications, or hardware issues, to the user’s satisfaction.

• Developed an automated onboarding and charge-back (OAC) system for the information security (IS) department, saving the company money by cutting back on IS related outsourcing for each business unit; and saving the company time by reducing onboarding process from two weeks to two days of work. • Performed price analysis with members of the IS team to derive an equitable price plan for the charge-back solution of the OAC system. • Performed malware remediation by monitoring the network for malware threats and responding to incidences on host computer systems. • Presented and demonstrated the efficacy of the developed OAC system to executive management. • Provided detailed and coherent documentation of all OAC system processes and procedures to enable the company to build upon my design.