Uyi Osawe

IT Helpdesk and Technical Support professional with hands-on experience supporting operating systems, applications, network connectivity, endpoint environments, and technical issues in enterprise settings. Experienced in troubleshooting hardware, software, system, and connectivity issues; analyzing technical events and logs; supporting users with technical problems; and escalating complex issues to appropriate technical teams. Strong foundation in Windows environments, TCP/IP networking, endpoint security, remote administration, incident management, and technical documentation. Brings additional cybersecurity operations experience, providing a strong understanding of endpoint protection, security incidents, access and security controls, vulnerability management, and secure IT operations. Known for analytical problem-solving, clear communication, effective issue prioritization, and maintaining accurate technical documentation.

• Attention to detail
• Communication
• Communication Skills
• Customer service
• Data entry
• English
• Google Workspace
• Incident Management
• interpersonal communication
• Microsoft Excel
• Microsoft Office
• Microsoft Office Suite
• Microsoft Outlook
• Microsoft Word
• Network Troubleshooting
• Organization
• Point-of-sale systems
• Problem solving
• Requirements gathering
• Root Cause Analysis
• System monitoring
• TCP/IP
• Team Collaboration
• Teamwork
• Technical Documentation

1. Security Operation Centre (Soc) Analyst (Intern)

   CYBER DEFENCE LABS

   Jan 2023 to Dec 2023

   Richardson, Texas

   • Provided technical support within an enterprise IT environment by investigating system, endpoint, application, and network-related issues and escalating complex problems to appropriate technical teams. • Troubleshot technical issues by analysing endpoint and network logs, identifying abnormal system behaviour, determining potential root causes, and supporting resolution activities. • Monitored enterprise systems and endpoints across Microsoft Sentinel, Splunk, and IBM QRadar to identify technical and security-related issues requiring investigation or escalation. • Triaged 20+ alerts and technical incidents daily, assessing severity, validating issues, prioritizing response, and escalating higher-impact problems to Tier 2 and Tier 3 teams. • Supported endpoint and system troubleshooting by investigating configuration issues, unexpected system behaviour, connectivity-related events, and security control gaps. • Assisted with configuration change validation by monitoring systems following infrastructure and endpoint updates and identifying unexpected technical or security impacts. • Supported remote technical investigations by reviewing system and network activity and providing findings to technical teams responsible for remediation. • Assisted with vulnerability management by identifying system weaknesses, documenting technical findings, escalating issues, and supporting validation of corrective actions. • Prepared detailed technical documentation, incident reports, investigation findings, and root-cause analyses to support troubleshooting, escalation, and operational continuity. • Collaborated with infrastructure, incident response, and technical teams to investigate issues, communicate findings, and support timely problem resolution. • Used network and endpoint information to investigate connectivity, system, and security-related events and provide actionable recommendations to technical teams. • Supported security awareness and user education initiatives by co-developing and delivering cybersecurity awareness training to corporate employees. • Maintained operational readiness of critical monitoring platforms and supported continuous visibility across enterprise systems. • Generated incident trends, operational metrics, and performance reports to help technical leadership identify recurring issues and improve support processes.

2. Risk Analyst

   AIICO INSURANCE

   Feb 2019 to Jun 2021

   Lagos, Nigeria

   • Supported multiple business divisions by identifying operational issues, assessing risks, documenting findings, and recommending corrective actions. • Worked with stakeholders across five or more operational divisions to investigate issues, communicate findings, and support effective problem resolution. • Prepared detailed management and executive reports requiring accurate analysis, documentation, and clear communication of technical and operational issues. • Evaluated operational processes and controls to identify weaknesses and recommend improvements that reduced organizational exposure to operational disruptions. • Supported implementation and maintenance of enterprise risk management and information security controls aligned with ISO 27001 and ISO 22301 requirements. • Conducted root-cause and impact analysis to identify sources of operational problems and support appropriate mitigation strategies. • Collaborated with cross-functional teams to communicate issues, document corrective actions, and monitor implementation of recommendations.

1. Dallas College

   Associate Degree, Information & Cyber Security

   Dallas, Texas

   2021 to 2023

2. University of Benin

   Bachelor of Science, Mathematics & Economics

   Edo, Benin

   2017

• CompTIA A+

• CCNA – Network Administration