Available for remote work
Technical Support Specialist · IT Operations & Onboarding

Ifeoma Faith Edeh

Turning complex IT challenges into seamless, scalable solutions — so your team stays focused, secure, and running 24/7.

View my work For hiring managers
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Impact at a glance
6+
Years in IT support & operations
500+
Help-desk tickets resolved
24h
Avg. onboarding time (down from 4 days)
100%
Security assessment completion rate
About me

I fix problems.
Then I prevent them.

I am a results-driven IT professional with 6 years of experience supporting distributed teams, managing technical ecosystems, and streamlining operations from onboarding to infrastructure. My approach to technical support goes beyond resolving tickets — I focus on building systems that prevent issues before they arise and empower users to get the most from their tools.

Whether centralising communication for remote-first organisations, designing security compliance programmes that actually stick, or guiding new hires through a smooth onboarding journey, I thrive in environments that value continuous improvement. I am a fast learner, deeply adaptable to evolving software stacks, and committed to delivering high-quality, remote-ready solutions — wherever your team operates.

Services

What I can do
for your team

IT Operations & Help Desk Support
End-to-end technical support for hardware, software, and cloud environments — resolving issues fast and documenting every fix to build your team's knowledge base.
Remote Onboarding & User Provisioning
Designing and executing seamless onboarding workflows for remote hires — from account provisioning and device setup to tool training and access management.
Workflow Automation & Tool Integration
Mapping manual processes and replacing them with automated, scalable workflows across Microsoft 365, Google Workspace, Slack, and Jira.
Security Compliance & Staff Training
Building practical security awareness programmes — MFA rollout, phishing simulations, policy documentation, and training sessions that reduce human error.
IT Documentation & SOP Development
Creating clear, maintainable SOPs, runbooks, and IT wikis that reduce ticket volume and help distributed teams self-serve with confidence.
How I work

My process

01 · Diagnose
Understand the root cause
I listen first. I map the environment, audit existing tools, and trace problems to their source — not just the symptom.
02 · Plan
Design a scalable fix
I propose solutions that account for current needs and future growth, with clear timelines and stakeholder sign-off.
03 · Execute
Deliver with precision
I implement iteratively, communicate progress clearly, and test thoroughly before any handoff or go-live.
04 · Document
Make knowledge stick
Every fix is documented. SOPs, runbooks, and training guides so your team can self-serve — and the issue stays resolved.
Sample work

Projects & outcomes

01
Collaboration & Infrastructure
Collaboration & Infrastructure
Centralised Communication Migration
Challenge
A distributed team of 40+ was struggling with fragmented file sharing across individual drives, leading to version conflicts and lost documents.
Solution
Migrated all project communication and file storage to centralised Microsoft Teams channels with standardised naming conventions, permission hierarchies, and a rollout training session for all staff.
Result
Reduced file retrieval time by 40% and significantly improved cross-departmental collaboration transparency within the first month.
02
Security & Compliance
Security & Compliance
Security Compliance & Awareness Initiative
Challenge
Increasing vulnerability to social engineering and inconsistent security hygiene practices among a 60-person staff across three time zones.
Solution
Designed and launched a gamified security compliance quiz alongside a weekly "Tech Tips" newsletter series focused on MFA, password hygiene, and phishing awareness.
Result
Achieved 100% staff completion of security assessments; internal help-desk tickets related to preventable security errors dropped by over 60%.
03
Onboarding & Provisioning
Onboarding & Provisioning
Remote Onboarding System Redesign
Challenge
New hires were experiencing 3–5 day delays in getting fully provisioned, causing frustration and productivity loss in their first week.
Solution
Built a structured remote onboarding playbook in Notion, automating account creation triggers via Okta and integrating a 48-hour provisioning checklist tracked in Jira.
Result
Reduced average onboarding time from 4 days to under 24 hours and improved new-hire satisfaction scores from 3.2 to 4.7 out of 5.
Skills

Tools, technologies
& strengths

Microsoft 365 & Teams
Expert
Google Workspace
Expert
Zendesk / Help-desk
Expert
Jira & Confluence
Proficient
Okta / Azure AD
Proficient
Notion & documentation
Proficient
Network troubleshooting
Proficient
Workflow automation
Developing
Tools & platforms
Microsoft 365Google WorkspaceMS TeamsSlackJiraOktaConfluenceNotionZendeskAzure AD
Technical skills
User provisioningSOP developmentIAMNetwork troubleshootingMFA implementationEndpoint managementIT asset trackingWorkflow automation
Communication & soft skills
Remote collaborationStakeholder commsUser trainingDocumentationCross-team coordinationProactive thinking
Credentials

Certifications

CompTIA A+
Hardware & OS fundamentals
Microsoft 365 Fundamentals
MS-900 · Microsoft
ITIL 4 Foundation
IT service management
Google IT Support
Professional certificate
Okta Certified Associate
Identity & access management
Working style

Remote-ready

Available now
Timezone
WAT (UTC+1) · flexible overlap with EU & US East
Availability
Full-time · contract · part-time consulting
Location
Lagos, Nigeria · fully remote preferred
Async tools
Slack · Notion · Loom · Linear · Google Meet
Response time
Within 4 hours during business hours
Notice period
Available to start within 2 weeks
Testimonials

What colleagues say

"Ifeoma has an incredible ability to take complex technical requirements and turn them into simple, efficient workflows. Her work on our centralised file system completely changed how our technical teams interact. The improvement was immediate and measurable."
DO
Director of Operations
Enterprise Technology Firm
"Reliable, proactive, and technically sound. Ifeoma doesn't just solve the problem in front of her — she looks for ways to prevent it from happening again. Her weekly Tech Tips have become an essential part of our team's routine."
PM
Senior Project Manager
Global Remote Team
For hiring managers

Frequently asked questions

My experience spans SaaS, NGOs, fintech, and professional services. I've supported teams ranging from 15 to 200+ people, across Africa, Europe, and North America. The common thread is distributed teams with real operational complexity.
Yes — I'm equally comfortable in both. Most of my recent experience has been in mixed-device environments where standardising across macOS and Windows is part of the daily challenge. I've managed endpoint configuration, patching, and imaging on both platforms.
Quickly. I've consistently onboarded to new software stacks within the first week of a role. I learn by doing, document as I go, and ask the right questions early. If your team uses a tool I haven't used before, I'll be contributing meaningfully within days — not weeks.
Async-first with clear written communication. I use Loom for walkthroughs, keep Slack status updated, and send end-of-day summaries for ongoing issues. I never let a ticket go silent — if something is blocked, I say so early and with context.
Absolutely. I'm open to full-time remote roles, fixed-term contracts, and project-based consulting. For short engagements, I can typically start within two weeks. Longer-term roles, I'm happy to discuss notice period flexibility depending on current commitments.

Ready to work together?

Open to remote-first roles, contracts, and consulting engagements worldwide.

Send me an email Connect on LinkedIn