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Henry Iheanacho

Henry Iheanacho

Customer Service Support

Followers of Henry Iheanacho274 followers
location of Henry IheanachoCalgary, Alberta, Canada

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  • Timeline

  • About me

    Technical Support Analyst | User support | Risk Mitigation | Cyber Security Practitioner | IAM | AR/VR Enthusiast |

  • Education

    • Imo State University

      2006 - 2010
      Bachelor of Science (BS) Computer Science

    • Bow Valley College

      2015 - 2015
      Certificate Professional Administration

    • ReTrain Canada

      2023 - 2023
      Apprenticeship Cyber Security Analyst Student

      Activities and Societies: Disaster Recovery, Business Continuity Planning, Cybersecurity Incident Response. Comprised of over +1000 hours of training and practical experience to have the knowledge and skills required to detect and analyze indicators of malicious activity, understand threat intelligence and threat management, respond to attacks and vulnerabilities, perform incident response, report and communicate related activity. The capstone project will assure that the students have the knowledge and skills required to plan and scope a penetration testing engagement including vulnerability… Show more Comprised of over +1000 hours of training and practical experience to have the knowledge and skills required to detect and analyze indicators of malicious activity, understand threat intelligence and threat management, respond to attacks and vulnerabilities, perform incident response, report and communicate related activity. The capstone project will assure that the students have the knowledge and skills required to plan and scope a penetration testing engagement including vulnerability scanning, understand legal and compliance requirements, analyze results, and produce a written report with remediation techniques. Show less

    • Niagara College

      2013 - 2014
      Diploma in Internationl Business Management Business Management

  • Experience

    • Pathson Limited

      Jul 2013 - Jan 2016
      Customer Service Support

      • Working with customers on sales orders, quarterly shipping schedules and berth availability.• Ensure customer inquiries are responded to within the contracted timeframe.• Escalate customer inquiries if unresolved and coordinate feedback.• Execute and coordinate sales contracts for customers.• Coordinating orders with internal rail and port representatives.• Interact with company marketing managers, maintaining and update the order database and the scheduling of export shipments.• Seek guidance from Marketing representatives on how to handle customer inquiries and shipment updates.• Administrative customer account management (e.g. filing, mail distribution, coordination of meetings and preparing written customer related documents).• Proactively inform customers, Marketing, Logistics, and Operations of changes in plan / expectations• Analyze and share trending customer issues and opportunities with broader team to collectively resolve it. Show less

    • AIG Security Services Ltd

      Jan 2017 - Mar 2020
      Service Desk Analyst

      • Monitored and categorized incoming calls and chats, analyzing frequently asked questions and defining procedures for efficient issue resolution.• Acted as the first point of contact for internal employees, addressing their technical needs and providing timely and effective solutions.• Resolved Level 1 technical issues and escalated Level 2 support teams when necessary, ensuring prompt and comprehensive problem resolution.• Evaluated the efficiency of new tools and utilities used for service desk services, implementing improvements to enhance overall support capabilities.• Participated in the analysis of client-identified issues, proposing changes to procedures, standards, or systems to optimize service delivery.• Ensured a client-first mindset by delivering excellent support during employee engagements, fostering positive relationships with end-users.• Demonstrated expertise in troubleshooting basic issues related to computer hardware, software, mobile devices, printers, telephony, and remote access via chat and calls. Show less

    • Jenik Services

      Apr 2020 - Dec 2023
      Technical Support Analyst

      • Provided Tier 1 technical support for internal and external business users who utilize the organization’s systems.• Managed and resolved tickets using email and phone, through our internal ticketing system.• Managed printers, desktop hardware, operating systems, and host applications including administration, installation and problem resolution.• Managed system changes and tools including installing, activating, verifying, performing change back-out and recovery.• Assisted with backup monitoring and rotation.• Assigned privileges to new users and assisted with password recovery. Show less

    • Braintoy

      May 2023 - Dec 2023
      Cyber Security Specialist (Intern)

    • RBC

      Jan 2024 - now
      Technical Support Analyst

    • Canadian Armed Forces | Forces armées canadiennes

      Mar 2024 - now
      Signal Operator

  • Licenses & Certifications

    • Occupations, Safety and Health

      US. Department of Labor(OSHA) training standards & ANSI Z490.1-2009
      Dec 2012
      View certificate certificate

    • Construction Safety Training System (CSTS)

      Alberta Construction Safety Association
      Feb 2015

  • Honors & Awards

    • Awarded to Henry Iheanacho
      Finalist iPic Business Idea Competition Hong Kong Canada Business Association (HKCBA). Mar 2015