Bryan Okafor

Experience

• 

  NAFDAC Nigeria

  Dec 2014 - Dec 2015

  Regulatory Officer
• 

  Paramount medical and Pharmaceutical services

  Jan 2016 - May 2018

  Marketing Executive
• 

  Tek Experts

  Jun 2019 - now

  A dependable partner to some of the biggest, most prestigious companies in the world, Tek Experts is a market leader in the provision of technical talent solutions on a global scale. With more than 2,000 staff members in Nigeria, we assist businesses in delivering outstanding customer experiences and outcomes on a large scale. With regard to customer success programmes, specialist technical support services, and the recruitment of tech talent, our adaptable solutions address the whole customer lifecycle.-Creating, utilising, and inspiring teams to address challenging technical issues and enhance workflows.-In a managed support services business, I manage a team of technical support engineers, technical leads, and subject matter experts on-site and remotely to assist performance monitoring and security troubleshooting.-Give the team daily feedback on the important performance indicators, such as CSAT, quality, IPD, and average case handling time.-Serve as the team's main point of contact for escalation of operational concerns and delivery management for our customers.-Participate in routine business and operational review meetings.-I collaborate with cross-functional teams made up of representatives from manufacturing, sales, purchasing, design engineers, marketing etc.-Payroll administration comprising approvals of time cards, daily scheduling, and absences (sick days, holidays, and overtime).-Utilizing ITIL recommended practises, maintains system high availability and performance monitoring. Show less -Weekly sessions with software support engineers to discuss what goes well and what may be improved.-Work with the team manager on new implementations and project needs to accomplish the following (training, processes, selection).-When necessary, assist management with technical recovery calls to clients by using technical expertise and discernment to quickly determine the best course of action.-Contribute case reporting information to the daily and weekly radar sessions so that case patterns can be analysed.-Give managers who are assisting in the development of customer software support engineers detailed comments on complex issues.-Assist the team in identifying knowledge gaps and challenging subjects. Show less -Outstanding customer service; natural issue solver. -Ability to thrive in a demanding, fast-paced atmosphere where everyone is dedicated to providing the best possible customer experience. -As the main point of contact for technical issues, provide advanced technical troubleshooting and problem-solving techniques for specific clients around the world.-Delivered advanced technical troubleshooting and problem-solving solutions for specific clients, including situations raised to the highest level of management, in my role as the main technical contact.-Collaborate with coworkers from other teams to handle technical cross-team and cross-product difficulties.-Work together with escalation managers and subject matter experts when more assistance is required.-Handle urgent situations by establishing customer expectations, creating and carrying out plans of action, and communicating effectively with all parties concerned.-Resolved Windows and Microsoft 365 incidents quickly and expertly by using knowledge of RAVE and ASD.-To improve ICT service centre efficiency, help desk call handling times were cut by two (2) minutes.-Performed focused troubleshooting and fault-finding for Microsoft 365 and Windows software issues, enabling prompt repairs.-Managed a large amount of inbound and outbound incidents and service requests effectively using RAVE, ASD, and KIT.-Solved access, use, and Windows and Microsoft 365-related problems for online users via live chat, web conference, and phone.-Handled more than 5000 support requests for technical assistance on a variety of Windows and Microsoft 365-related problems that were received over the course of a year (downloads, installation, upgrade, and activation) Show less

  • Team Manager (Operations)

    Feb 2022 - now

  • Point of Contact (Team Lead)

    Nov 2020 - Feb 2022

  • Technical Support Engineer

    Jun 2019 - Nov 2020