Christian Okocha

Site Support Supervisor @HCLTech

Sparrows Point, MD, US

Led and managed day-to-day operations of on-site IT support teams, ensuring efficient service delivery and minimal downtime.Acted as the primary liaison between clients and internal technical teams, ensuring alignment with client expectations and SLA targets.Supervised incident management, service requests, and problem resolution to ensure seamless IT operations.Troubleshot and resolved complex hardware, software, and network issues, minimizing disruptions to business operations.Managed IT service desk operations, driving quick ticket resolution and maintaining high user satisfaction.Coordinated site-specific IT projects, ensuring proper planning, resource allocation, and timely completion.Developed, documented, and implemented IT support procedures and guidelines for site-specific needs.Trained, mentored, and provided ongoing support to a team of technical staff, enhancing skills and performance.Managed hardware and software inventory, ensuring proper procurement, deployment, and lifecycle management.Regularly reported site performance metrics, incident trends, and progress on IT support goals to upper management.Worked closely with cross-functional teams (network, server, security) to troubleshoot and resolve infrastructure issues.Participated in root cause analysis (RCA) to identify and eliminate recurring technical problems.Ensured adherence to compliance standards, internal policies, and best practices to optimize site IT support efficiency.

Towson University

Bachelor of Science - BS, Information Technology