Pls find below summary of work scope of the positions held in diffrent companies from 2007 to 2016.
Customer Support Manager(Jr):
- Incharge of customer Support department
- Ensure SLAs are timely met
- Coordination and scheduling of customer support staff as and when required based on incident status
- Recruitment and training of customer support staff
- Monitoring of incidents and follow up using Citrix Goto Assist Incident Management tool
- Work with other departments to ensure client satisfaction on services provided
- Involved in the roll out of end user devices in IPTV/IP Phone upgrade project for all locations in Nigeria
and coordinating man power for the timely execution of the roll out and testing once configuration is
completed by technical team.
- Involved in project management for allocation and efficient utilization of resources for projects in network,
FTTH, information systems and network security policy upgrade on the network.
- Supporting end users on IP Phone, Network connectivity, information system administration issues and
setting up and connecting hardware. Involves user end support on implementation of ERP client end setup
and troubleshooting, Network, IPTV, and hardware.
- Coordinating with Head of Department in implementing best practices, policies and procedures for
customer support department.
- Involved in department audit to improve the policies and procedures in the IT department.
Customer Support Engineer:
- Supervision of installation team & maintenance team.
- Technical workshop supervision
- Oversee Helpdesk operations
- Ensure SLA contracts are maintained
- Carryout workshops for resellers and give them technical support on installations
- In-charge of Alcatel OmniPCX OXO System
- Support users and clients for SME system
- provide desk side support for user for email, domain account setup, network access.
- Administer WiFi access to guests and users basedon access level authorized
Shift Manager:
- In-charge of shift in Recycling Department
- Stock check and balancing
- Daily report update to HOD
- Efficient coordination of available labour
- Ensure Safety and quality updates are informed to the staff to ensure safety at work place and quality of
output material produced
- ensure emergency maintenance and preventive maintenance is carried out by respective technical teams
as required.
