Chika Obiefule

Experience

• 

  EProcess Consulting Limited

  Jun 2015 - Dec 2015

  Intern
• 

  EProcess Consulting Limited

  May 2018 - now

  *POC Handling for products supported.*Handling of escalated cases raised by Level 1 and 2 Support engineers.*Directly managing Level 1 and 2 support engineers and ensuring all tickets raised are closed promptly and signed off by the customer.*Escalating cases to OEM directly.*Responding to technical RFPs with relevant documentation.*Developing SOWs for POCs and Projects*Monthly Health Checklist development for all solutions supported with an updated architectural diagram of the customer's environment.*Updated Solution Architecture for all supported solutions deployed to all customers – Quarterly updated.*Knowledge base points for engineers based on the number of KBs published within the month. Show less *Handling Escalated Cases from Level 1 Support Engineers *POC Handling for Solutions Supported*Monthly Summary Report of all Tickets Raised and Pending Actions*Directly Managing Level 1 Support Engineers and Ensuring all Tickets raised are Closed Promptly and Signed-Off by Customers*Escalating Cases to OEM Directly*Responding to Technical RFPs with Relevant Documentations*Developing SOWs for POCs and Projects*Drawing up Knowledge Base for Each Solutions Handled*Maintaining License Database of Each Customer *Monthly Health Check for all Solutions Supported Show less *First Line of Support for all Security Issues for SMEs and Large Scale Enterprises.*Handling of Level 1 Support Calls Based on Tickets or Issues Raised by Customers*Handling of Operational Activities of Project Implementations*Guided Monthly Health Checks for Customers Based on Product Supported*Guided Bi-Monthly Health Checks for Customers *Daily Summary Report of all Support Tickets Raised and Pending Actions*Weekly Summary Report of all Support Tickets Raised and Pending Actions*Sign-off on all Support calls raised by Customers Show less *First Line of Support for all Security Issues for SMEs and Large Scale Enterprises.*Handling of Level 1 Support Calls Based on Tickets or Issues Raised by Customers*Handling of Operational Activities of Project Implementations*Guided Monthly Health Checks for Customers Based on Product Supported*Guided Bi-Monthly Health Checks for Customers *Daily Summary Report of all Support Tickets Raised and Pending Actions*Weekly Summary Report of all Support Tickets Raised and Pending Actions*Sign-off on all Support calls raised by Customers Show less

  • Head of Technical Operations

    Jul 2023 - now

  • Lead Network Security Engineer

    Jan 2021 - Jun 2023

  • Network Security Engineer

    Jul 2019 - Dec 2020

  • Information Security Engineer - NYSC

    May 2018 - Jun 2019