GARECROSS GBORHOHWO
Phoenix
Summary
Resourceful and proactive IT Support and Cybersecurity professional with hands-on experience in workstation installation, troubleshooting, IT asset management, and system optimization. Skilled in conducting system audits, enforcing IT standards, implementing disaster recovery procedures, and supporting enterprise applications. Known for improving system performance, resolving complex issues, and maintaining high service quality in fast-paced environments.
Overview
2026
2026
years of professional experience
Work History
IT Generalist
IntouchCX
01.2025 - Current
- Install, configure, and test workstations (break/fix) and resolve hardware/software performance issues.
- Ensure full workstation functionality including peripherals, components, and connected devices.
- Troubleshoot and report issues related to Logical Agent, LivePerson, and third-party business applications.
- Conduct system audits to verify application results and ensure successful technology implementations.
- Track and organize physical hardware, IT inventory, and all organizational IT assets.
- Develop, document, and maintain IT standards and organizational best practices.
- Maintain cleanliness, structure, and organization of IT workstations and department areas.
- Communicate with internal and external clients, providing updates and ensuring IT compliance.
- Interpret service delivery metrics to identify issues and improve operational efficiency.
- Coordinate resources and schedules to complete IT projects within deadlines.
- Preserve assets by adhering to disaster recovery, backup procedures, and security controls.
- Support company-wide IT operations and assist the IT department wherever needed.
Tier 1 Technical Advisor
IntouchCX
03.2025 - Current
- Provided first-line IT support for workstation, software, and network issues.
- Conducted diagnostics and resolved break/fix incidents for end users.
- Guided customers through setup, configuration, and best practice usage.
- Performed system checks to ensure application reliability and post-resolution stability.
- Documented troubleshooting steps, escalated unresolved cases, and maintained accurate service logs.
Back Office Engineer
Cambridge Broadband Network
01.2022 - 12.2022
- Diagnosed and resolved hardware/software conflicts across networked systems, improving uptime by 15%.
- Installed, configured, and tested workstation components for operational readiness.
- Managed IT assets including inventory tracking, hardware replacements, and system upgrades.
- Supported LAN/WAN improvements, increasing network reliability by 20%.
- Collaborated with teams to maintain IT standards and organizational policy compliance.
IT Manager
Staroaks Behavioral Home
2023 - 2024
- Led IT infrastructure upgrades, enhancing system performance and user satisfaction.
- Managed software implementations, ensuring seamless integration with existing systems.
- Developed IT policies and procedures, promoting best practices across the organization.
- Coordinated training sessions for staff on new technology tools and systems.
Education
Master’s - Cybersecurity & Forensics
University of Advanced Technology
Tempe, AZBachelor of Science - Computer Science
Adeleke University
Osun, NigeriaSkills
- Technical Support & Troubleshooting: Hardware/Software Diagnostics, Break/Fix, ChromeOS, Windows OS
- IT Infrastructure Management: System Performance Optimization, Asset Tracking, IT Documentation
- Cybersecurity & Compliance: Backup/Recovery Procedures, Policy Enforcement, Access Control, Incident response
- Network Support: LAN/WAN, VPNs, Active Directory, Network Configuration
- Customer Service & Communication: Client Engagement, Technical Documentation, Collaboration
- Tools & Technologies: SIEM, Microsoft 365, Logical Agent, LivePerson, Firewalls, VPNs
Websites
ADDITIONAL STRENGTHS
- Adaptable to new technologies and software tools, including third-party platforms.
- Strong communication, documentation, and problem-solving skills.
- Excellent time management with the ability to multitask in demanding environments.
- Proven ability to collaborate effectively across teams.
Timeline
Tier 1 Technical Advisor
IntouchCX
03.2025 - Current
IT Generalist
IntouchCX
01.2025 - Current
Back Office Engineer
Cambridge Broadband Network
01.2022 - 12.2022
Master’s - Cybersecurity & Forensics
University of Advanced Technology
Bachelor of Science - Computer Science
Adeleke University
IT Manager
Staroaks Behavioral Home
2023 - 2024