Systems Algorithm development for solving real live problems
Ani Chidera Nnabuike
IT - Technical Support Manager
Kuala Lumpur,Setapak
Summary
Specialties: High profile conflict resolution, customer experience specialist, customer engagement and handling, IT services delivery management, contact center management and operations, project development and management.
Hardworking Technical Support Manager with proven ability to reduce costs, escalations and increase customer satisfaction through data analysis and projection. Motivating leader effectively manages teams of up to 80 using proactive communication and resourceful approach to problem-solving.
8 years+ track record of collaborating with senior management to implement company-wide policies. Technically-savvy Technical Support Manager with background in UNIX and Windows environments.
Dedicated to ensuring exceptional customer service and driving repeat business. Collaborative team player known for excellent customer service skill and business management acumen.
Overview
6
6
years of post-secondary education
10
10
years of professional experience
Work History
Technical Support Manager
SCICOM
Kuala Lumpur, Kuala Lumpur
12.2018 - Current
- Manage, supervise and lead a team of Technical Support Executives to meet the required performance targets.
- Provide the team with clear objectives by group and individual performance.
- Support regular and constructive feedback through team meetings and 1 on 1 review.
- Provide ongoing coaching, training and counseling to team members on products and customer handling.
- Lead by example by displaying initiative in all areas including adherence to schedule and good attendance records.
- Support the Contact Centre in achieving its overall service levels.
- Conduct regular team meeting to ensure that two-way communication is maintained between team members and management.
- Review workflow and procedures to close service gaps.
- Identify and highlight areas for service improvement and make recommendations.
- Attend to high level customer escalation calls received by team members and provide the necessary directions or approval to resolve the job-related issue.
- Disseminate the important and necessary information receive from high level operations as soon as possible and ensure that the team members are fully briefed.
- Develop processes to meet business targets and KPI’s.
- Incident management cycle with stakeholders.
- Resolve escalations by providing end to end solutions for customers.
- Work with the engineering team to develop support procedures for newly encountered issues.
- Audit business process and align with stake holders to develop support procedures to meet all business targets.
- Conduct end to end for technical support executives for best practices and procedures.
- Optimize IT service delivery procedures to ensure efficiency in services provided.
- Tracked KPIs and created continuous improvement plans.
- Managed customer contact center with over 80 support representatives.
- Increased customer satisfaction ratings to 93% as against the center target of 85%.
- Oversaw supply chain and supported tech transfer projects, batch release testing, change management and resolution of customer complaints.
- Directed training and retraining of employees to boost performance and enhance business results.
- Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Negotiated manufacturing service agreements and quality standards.
- Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste.
Service Escalation & Quality Assurance Specialist
SCICOM
Kuala Lumpur, Kuala Lumpur
01.2018 - 12.2018
- Roles & Responsibilities.
- Attend to high level customer escalation calls received by team members and provide necessary directions or approval to resolve issues.
- Handling irate clients and resolve service related issues by diagnosing issue, information gathering and using various escalation paths to provide resolution to clients.
- Audit business process to ensure high level standard protocols are maintained in accordance with business target and customer expectation.
- End to end resolution of service escalations.
- Drive overall team performance by providing constant update to technical support executives on best practices.
- Develop efficient trouble shoot protocols based on information garnered from existing cases to ensure all stake holders are up to date.
- Determine customer/business pain points and develop support protocols to eliminate red tape.
- Engaging high stake holders, provide live updates and develop support procedures to meet business targets.
- Drive team performance by way of auditing existing process, re-align process or create new process for seamless support strategies.
- Engage engineering team with technical challenges and provide information for development of procedures to eliminate issue.
- Conflict resolution expert for complicated client case/situations, provide resolutions to satisfaction.
- Delivered excellent customer service, resulting in consistent 93% customer satisfaction rating.
Technical Support Executive/Assistant Team Lead
SCICOM
Kuala Lumpur, Kuala Lumpur
01.2016 - 01.2018
- Roles & Responsibilities.
- Attending to technical calls inbound and outbound for Lenovo commercial machine users from Australia and New Zealand, to provide technical.
- Resolution for Lenovo hardware and software applications.
- Identify issue from information provided by client, diagnose by.
- Implementing technical knowledge and methodologies to resolve the issue reported.
- Identify computer part which caused the hardware failure and arrange for a warranty service to resolve customer issue.
- Assisting field technician’s onsite at clients location to resolve issue during.
- Machine repair by guiding them on how the machine is opened, troubleshoot steps and replacement of parts to ensure issue is resolved.
- Adept training on advanced pc architecture, parts identification and replacement procedures.
- An extensive training on the complete range of commercial products for Lenovo such as high-end work stations and think stations used by large co-operations for high end computer transactions.
- Provided first-level technical support to end-users on proprietary software and applications including installation, basic usage and appropriate service level to warranty.
- Training new employees on PC architecture, diagnostics, trouble-shooting techniques to provide optimum service to Lenovo clients.
- Resolution of product or service related escalations by understanding and clarifying customer's complaint.
- Gather customer and technology information to determine technical support level; escalate calls to appropriate support level as necessary.
- Established patterns to reoccurring issues and provides input to development teams.
- Manager call handling, managing irate clients, raising escalations through administrative channels for resolution provision.
- Provide full time back for the technical support manager in areas of team management, handling challenging clients, escalations handling, team service level management and customer experience survey.
- Keep customers informed of progress during issue life-cycle and make follow-up calls or communications in a timely manner.
- Assist team members and provide support and solutions to customer queries to meet company objectives.
- Maintain updated knowledge of company products and services to better provide customer support and service solutions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Managed high levels of call flow and responded to high level executive technical support needs.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Answered average of 30 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Remote Technical & Mobile Applications Support Engineer
Singapore Telecommunications
Klang, Klang
12.2013 - 12.2015
- Roles & Responsibilities.
- Receiving incoming calls from SingTel Clients on SingTel mobile related issues, collect data on issue, create records on issue reported and provide resolution on the spot.
- Mobile/computer network troubleshoot.
- Problem diagnosis and administer solutions.
- Managed billing related enquires bill generation using ICON and bill manager application software.
- Create accurate records of cases for documentation, process improvement and customer experience surveys.
- Escalation call management, handling of manager calls, assists on technical issue which cannot be solved on the spot.
- Provided support on research of escalated technical issues and finding solutions to meet customer demands.
- Team manager under the supervision of the operations manager, encourage and drive team members to achieve weekly, monthly and yearly targets.
- Assisted the quality assurance team to develop procedures on customer handling and impacting customers positively to create an outstanding customer experience feedback.
- Constantly driving team KPI’s by engaging support staff to ensure customer needs are met and business targets met.
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
- Evaluated and adopted new technologies to address changing industry needs.
- Developed technical solutions to diverse operational problems.
Program Trainer/System Administrator
Karox Computers
Taman Melawati, Kuala Lumpur
08.2008 - 08.2009
- Provide training on programming languages according to organization requirement.
- Theoretical and hands-on training on languages such as C#, Java Perl, PHP, HTML, Java Script etc.
- Software and hardware management and maintenance.
- Ensure that all systems are in working smoothly to facilitate training exercises.
- Conducting monthly exams for software programming graduating students.
- Provide support to the software application development team as a systems analyst.
- Assist developers to understand client needs and translate client requirements for the software development team to initiate development.
- Hardware and software installations.
- Network maintenance and support.
- Implemented, developed and tested installation and update of file servers, print servers and application servers in all departments.
- Established network specifications and analyzed workflow, access, information and security requirements.
- Worked with users to determine areas of technology in need of improved usability.
- Led server infrastructure development, quality assurance, staging and production systems.
- Provided second-level support for all server class systems.
- Completed reports detailing network and systems performance, costs and downtime issues.
- Evaluated latest technology innovations and adopted cost-effective, useful solutions.
- Made recommendations regarding information technology infrastructure overhauls.
Database Administrator
National Population Commission
FCT Abuja, Nigeria
01.2007 - 07.2008
- Ad-hoc staff) Roles & Responsibilities.
- Data Analysis and projection to set business targets for quarters.
- 2006 Census data collection and building a database with basic SQL lines to store data and retrieve data.
- Data management and maintenance to ensure integrity and no data loss.
- Printing of satellite imagery by using simple code lines to communicate.
- Between printer and GIS software connected to the satellite.
- Managed the data processing team to meet daily, weekly and monthly targets.
- Analyzed complex project server issues and worked on large enterprise and business-critical applications.
Education
Bachelor's Degree - Software Engineering
Infrastructural University Of Kuala Lumpur
Kajang Selangor 06.2010 - 09.2013
Advanced Diploma - Software Engineering
Aptech world-wide computer Education
Abuja Nigeria 03.2007 - 03.2009
Higher Diploma - Software Engineering
Aptech world-wide computer Education
Abuja Nigeria 08.2007 - 01.2008
Certificate of proficiency in information systems management -
Aptech world-wide computer Education
Abuja Nigeria 09.2007 - 03.2008
Professional Diploma - computer software and application
Unity Computer Institute
Enugu Nigeria 01.2006 - 03.2006
Skills
Team Building
Software
Interests
Systems Developement
Mobile App Development
Block chain learning and development
Customer Relationship Management
IT Service Management
Service delivery end to end management
Personnel management, talent acquisition and development
Timeline
Technical Support Manager
SCICOM
12.2018 - Current
Service Escalation & Quality Assurance Specialist
SCICOM
01.2018 - 12.2018
Technical Support Executive/Assistant Team Lead
SCICOM
01.2016 - 01.2018
Remote Technical & Mobile Applications Support Engineer
Singapore Telecommunications
12.2013 - 12.2015
Bachelor's Degree - Software Engineering
Infrastructural University Of Kuala Lumpur
06.2010 - 09.2013
Program Trainer/System Administrator
Karox Computers
08.2008 - 08.2009
Certificate of proficiency in information systems management -
Aptech world-wide computer Education
09.2007 - 03.2008
Higher Diploma - Software Engineering
Aptech world-wide computer Education
08.2007 - 01.2008
Advanced Diploma - Software Engineering
Aptech world-wide computer Education
03.2007 - 03.2009
Database Administrator
National Population Commission
01.2007 - 07.2008
Professional Diploma - computer software and application
Unity Computer Institute
01.2006 - 03.2006
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