ARK BOI EBIKEME
Otopeni
Summary
Senior IT Support / Systems Support Specialist with 6+ years of experience in enterprise IT environments, providing Tier 1–2 support across Windows, Active Directory, Microsoft 365, and Azure AD. Proven expertise in incident management, escalation handling, identity and access management, and remote support for distributed users. Strong communicator with customer-facing experience and ITIL-based workflows. Currently pursuing Microsoft Azure Administrator Associate (AZ-104) to transition into cloud and infrastructure-focused roles.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Systems Support Senior Associate
NTT DATA Services | Fully Remote
Bucharest, Romania
12.2022 - 10.2025
- Delivered Tier 2 systems support in a large enterprise environment, supporting distributed users and critical business services.
- Managed Active Directory user accounts, groups, and permissions, ensuring secure access aligned with role-based policies.
- Administered Microsoft 365 services, including Exchange Online, licensing, shared mailboxes, distribution lists, Teams configuration, SharePoint, and MFA setup.
- Coordinated incident resolution with internal teams and third-party vendors, ensuring SLA compliance and timely communication during outages.
- Participated in on-call rotations, responding to pager-duty alerts and minimizing downtime for high-impact incidents.
- Reviewed, updated, and escalated vendor and internal tickets to ensure accurate documentation and resolution.
- Performed daily system health checks to proactively identify and mitigate potential issues.
IT Help Desk Senior Associate
NTT DATA Services | Hybrid
Bucharest, Romania
07.2019 - 12.2022
- Provided Tier 1–2 technical support for software, hardware, and network issues via phone, chat, and remote tools.
- Supported Windows OS troubleshooting, application issues, local network connectivity, and device configuration.
- Documented incidents, service requests, and changes using ServiceNow and Remedy.
- Delivered remote support via phone, email, chat, and collaboration tools.
- Assisted users across multiple locations, ensuring minimal downtime and high customer satisfaction.
- Collaborated with internal teams using Teams and remote troubleshooting tools to resolve complex issues efficiently.
Sales Consultant
Intro Marketing SRL
Bucharest, Romania
02.2018 - 07.2019
- Delivered high-volume customer communication (200+ calls/day), strengthening communication, negotiation, and problem-solving skills.
- Built and maintained client relationships through consultative selling and after-sales follow-up.
- Consistently met performance targets in a fast-paced, customer-facing environment.
Education
Bachelor of Science - Marine Navigation
Universitatea Maritimă Din Constanța
Romania01.2017
Skills
- Windows 10/11, Windows Server
- Microsoft 365 (Exchange Online, Teams, OneDrive)
- Microsoft Azure (Virtual Machines, Azure AD – basic)
- Active Directory, Azure Active Directory, MFA, Conditional Access (basic)
- User lifecycle management
- Identity and Access Management (IAM)
- Networking fundamentals: DNS, DHCP, VPN
- ITSM & Ticketing: ServiceNow, Remedy, Jira
- PowerShell (basic scripting), Remote Support Tools (RDP, LogMeIn, Teams)
Certification
- ITIL 4 Foundation
- Microsoft Azure Administrator Associate (AZ-104 – in progress)
- Gen AI 101
LANGUAGES
English – Proficient (C2)
Timeline
Systems Support Senior Associate
NTT DATA Services | Fully Remote
12.2022 - 10.2025
IT Help Desk Senior Associate
NTT DATA Services | Hybrid
07.2019 - 12.2022
Sales Consultant
Intro Marketing SRL
02.2018 - 07.2019
Bachelor of Science - Marine Navigation
Universitatea Maritimă Din Constanța