Christopher Oyema Enabulele

Experience

• 

  Technological University Dublin

  Jan 2010 - Jan 2014

  Business and Information Technology
• 

  Virgin Media Ireland

  Oct 2015 - May 2016

  Network Analyst / RMC / 2nd Line Voice Support

  • Analyzing network performance and provide recommendations to onsite technicians in maintaining the highest level of performance of Virgin Media Ireland’s HFC and DOCSIS network.• Provide engineering support to other network, service and fault management departments in order to resolve complex TV, VoIP and Broadband issues• Provided network and technical support to on field technicians and 2nd line voice support to customers via telephone in a timely, informed and courteous manner• Screening cases raised by 1st Line agents, ensuring they are correctly raised.• Analysing signal/levels issues and detecting network disturbances in affected area. Show less

• 

  SAP

  Jun 2016 - now

  In addition to my position as Product Support Engineer, I also took on the role as a Support Team Coach.Help drive End-to-End (E2E) behaviors within my team prioritizing a focus in Knowledge Centered Service (KCS), internal documentation standards and internal communication processes to result in reduced customer effort, reduced engineer effort, increased customer satisfaction, and higher product quality.• Lead your current support team to practice and fully adopt current and future case management methodologies skills, including (but not limited to) E2E case management• Conduct peer-to-peer coaching with your team members on a regular (weekly or bi-weekly) basis to increase engagement and practice of current and future case management skills• Act as the primary lead and point-of-contact in your team for case management questions• Actively engage in regular meetings with your portfolio leaders (i.e. Proactive Support Lead) and the global STC Network by sharing feedback, promoting best practices, raising concerns, and providing solutions for improvement• Manage and maintain great relationships through effective communication with multiple stakeholders • Assess and measure successful adoption, use, and knowledge of support skills by evaluating the Article Quality Index (AQI) reviews for KBAs.• Mentor and guide peers through the adoption of strategic transformations and process updates. Show less Communication Skills• Builds and maintains partnerships with internal and external customers and partners • Contributes actively to build common ground for cooperation • Communicates clear and conveying processes & policies in a way that others can understand • Communicates relevant messages in a timely manner and with constructive feedback to cross functional colleagues & managerCustomer Focus• Provide customers with a technology driven industry-leading support experience. • Create knowledge documents and processes to support our customers, and to help colleagues prevent future issues• Dealing calmly with Customers daily with ongoing cases, including very high production down as well as escalated incidents to get them resolved quickly. Strategic Understanding.• Promote and actively support SAP’s Support transformation strategy including the move from reactive to preventive, bi-directional support, and the content driven support experience.• Deliver Core Customer Support by handling sensitive escalated customer issues in team environments (swarming) and individual-driven actions (incident solving or real-time support), in all support channels while maintaining a high level of customer satisfaction.• Collaborate with Team members in developing new tools and processes to ensure reduced Engineer and Customer efforts in incidents solving but increased quality and satisfaction.Accountability• Collaborates in devising long-term concepts such as Employee Engagement and Training Coordinator for the Team• Contribute to innovation projects aimed at achieving our Vision and Goals and act as a Change Leader in the achievement of those project Show less

  • Support Team Coach

    Sept 2022 - now

  • HANA BTP Solution Support Engineer

    Dec 2016 - now

  • SAP Product Support Associate - NW DBOS HANA

    Jun 2016 - Dec 2016