Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

EFA NYONG

IT Professional
Dublin

Summary

Experienced IT Professional with a strong foundation in IT Support, IT administration, cybersecurity, and network troubleshooting. Passionate about providing efficient technical support, resolving complex end-user issues, and ensuring optimal IT system performance. Skilled in desktop support, Windows environments, Active Directory, 365/Azure. Adept at working under pressure, multitasking, and improving IT processes to align with business goals. Excited to contribute to a dynamic team in the ever-evolving tech landscape.

Overview

9
9
years of professional experience
3
3
Certifications

Work History

Desktop Support Analyst

StepStone
Dublin
02.2022 - Current
  • Delivered Level 1 & Level 2 technical support, ensuring timely issue resolution.
  • Provide expert support for Windows 10/11, Active Directory, Microsoft 365, and VPN connectivity.
  • Troubleshoot hardware, software, and network issues for over 150 users.
  • Provided on-site and remote technical support to users.
  • Installed new hardware and software, patched systems, and configured settings.
  • Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
  • Collaborate with IT teams to improve system security and compliance.
  • Assist in cybersecurity initiatives, including threat analysis and endpoint security

Service Desk Specialist

Syncreon Holdings Inc.
Dublin
06.2020 - 02.2022
  • Managed Active Directory user accounts and handled password resets, security permissions, and group policies.
  • Supported cloud-based applications, including Microsoft 365 and remote desktop solutions.
  • Handle all issues in a timely manner and ensure customer satisfaction
  • Complete tasks related to Major Incident, Problem, and Change management following ITIL guidelines in addition to documenting and publishing information for IT Knowledgebase, Major Incident Wiki, and KPI Reporting
  • Daily Incident and network monitoring for network devices, servers, sites using tools such SCOM, Orion, PRTG, BGP
  • Strengthened first-call resolution rates by conducting thorough analyses of common issues to create more effective troubleshooting guides for the team.

Technical Support Staff

Silverbird Communication Limited
Jos
04.2016 - 05.2017
  • Promptly responded to and initiate technical troubleshooting sessions through phone and email
  • Troubleshot and analyzed computer systems to identify and eliminate basic performance bugs and hardware malfunction
  • Effectively highlighted and reported all major IT issues and risks to Tier 2 or Tier 3 in a timely fashion

Education

Master of Engineering - Computer and Communication Systems

University of Limerick
Limerick, LK
09.2018 - 2019.10

Bachelor of Engineering - Telecommunication Engineering

Shenyang Aerospace University
Shenyang
03.2011 - 2015.07

Skills

Technical Support ( IT Administration, Hardware/Software troubleshooting )

Active Directory, Azure AD, Microsoft Entra

Windows 10/11 Troubleshooting

Microsoft 365 Administration

Networking

Remote Desktop Support

365 Defender, Bluevoyant

Abnormal Security

System administration

Mobile device support

Virtualization technologies

Certification

CompTIA A+ - Computing Technology Industry Association.

Timeline

CompTIA Security+ - Computing Technology Industry Association.

05-2025

CompTIA Network+ - Computing Technology Industry Association.

11-2023

CompTIA A+ - Computing Technology Industry Association.

06-2022

Desktop Support Analyst

StepStone
02.2022 - Current

Service Desk Specialist

Syncreon Holdings Inc.
06.2020 - 02.2022

Master of Engineering - Computer and Communication Systems

University of Limerick
09.2018 - 2019.10

Technical Support Staff

Silverbird Communication Limited
04.2016 - 05.2017

Bachelor of Engineering - Telecommunication Engineering

Shenyang Aerospace University
03.2011 - 2015.07

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