Sydney Osuagwu

Technical Support Analyst @WakeMed

Raleigh, NC, US

Provided technical support to end users by diagnosing and resolving hardware, software, and network issues-Responded to support requests through ticketing systems, phone, and email while maintaining high service standards-Troubleshot operating systems, applications, and connectivity issues across Windows and cloud-based environments-Documented incidents, resolutions, and troubleshooting steps in help desk systems (ServiceNow, Zendesk, Jira, etc.)-Escalated complex technical issues to senior engineers or specialized teams when necessary-Assisted with installation, configuration, and maintenance of desktops, laptops, and peripheral devices-Supported user account management, password resets, and access permissions through Active Directory.Collaborated with cross-functional teams to improve system performance and reduce recurring technical issues.Created knowledge base articles and documentation to improve internal support processes and user self-service.Maintained compliance with IT security policies and best practices.