Experience

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  May & baker nigeria plc.

  Apr 2013 - Dec 2013

  Assistant system support manager

  Manage end-users, suppliers; hardware repairs, warranties and replacement of faulty systemsAnalyze incidents, identify trends and perform root cause analysis of desktop computers and accessoriesNetwork administration and maintenance,Database administrationAnalyzed workflows and established priorities for daily operations.Procured IT resources for strategic and operational computing requirements.Monitored and maintained network, server and peripheral equipment, diagnosing surfaced IT issue root causes.Managed backup, user account and helpdesk systems.Designed and implemented infrastructure layouts based on technical knowledge of hardware and software integration and installation.Ascertained and communicated technical flaws and fixes, updating internal documentation to reflect technology changes.Provided company users with tech support for IT problems and account maintenance.Evaluated organization's technology to recommend upgrades for hardware and software.Delivered technical infrastructure assistance, interfacing with hardware and software manufacturer support staff to maintain operations.Identified system and network problems by implementing troubleshooting techniques.Manage end-users, suppliers; hardware repairs, warranties and replacement of faulty systems Show less

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  Tenece professional services

  Mar 2017 - now

  Established assertive relationship with key officials in managed tertiary institution(s) via physical calls, telephony, email and onsite supportRetained existing client service(s)Increased clients annuity revenue by 20% from preceding financial yearLiaised with client companies in the resolution of all support issuesPrepared quarterly project status report for institutions- implementation of ICT solutionsProduced payment report according to client specificationsTrained client on the use and application of payment reporting consolesIdentified, addressed and either resolved or escalated project issues.Worked closely with sales teams to ensure client satisfaction from acquisition to proposal phases.Oversaw seven team, project milestone completion and quality of work performed.Evaluated, monitored and reported on work progression, while verifying compliance with man-hour budget.Produced thorough, accurate and timely reports of project activities. Show less Facilitated Set-up of all fees payment on client switching platformsConfirmed all payment setup on the bank platformsCarried out user acceptance test (UAT) on all applicationsResolved client support issues/requests via ticketing app, email, phone calls and physical visitsEstablished assertive relationship with key officials in managed client sitesProvided customers with accurate information on products and servicesDeveloped and implemented technical procedures effective in quickly addressing customers’ problems to minimize downtimeCarried out assessments to determine the need for changes in software configurationsEducated clients on procedures for resolving or preventing recurrence of a technical problemCollected, analyzed and reported on data for use in operational planning.Resolved issues on initial call 93% of time using internal knowledge base, troubleshooting skills, experience and team resources.Maintained applications for clients.Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.Performed variety of clerical and administrative duties pertaining to on-site support.Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.Improved IT infrastructure, help desk, sales, account management and service operations.Developed training materials and procedures or trained users in proper use of software.Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.Maintained positive working relationship with fellow staff and management.Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions. Show less Received and made outbound and inbound calls to customers, proffering solutions and provided highest level of professionalism and knowledgeable service to every customer.Asked probing questions to determine service needs and accurately input information into electronic systems.Responded promptly to customer inquiriesIdentified customer needs and assisted customers use specific featuresAnalyzed and reported product malfunctions (for example, by testing different scenarios or understanding users point of view)Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.Updated databases with new and modified customer data.Updated our internal databases with information about technical issues and useful discussions with customersMonitored customers' complaints and reached out to provide assistanceInformed customers about new features and functionalitiesFollowed up with customers to ensure their technical issues are resolvedBuilt sustainable relationships and engaged customers by going extra mile.Gathered customer feedback and shared with the teamAssisted in training and onboarding junior Customer Support RepresentativesHandled and resolved customers complaints via support chat, ticketing app, and email.Referred unresolved customer grievances to designated departments for further investigation.Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.Managed customer expectations by clarifying needs, identifying options and recommending products and services.Consulted with customers regarding needs and addressed concerns.Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.Led on- and off-site customer support teams. Show less

  • Service Desk Support Analyst | Project Coordinator & Relationship Manager | Customer Service Rep.

    Dec 2020 - now

  • Service Support Analyst | Customer Service Representative

    Jun 2017 - Nov 2020

  • Call Centre Agent | Customer Service Representative

    Mar 2017 - Jun 2017