Technical Support Customer Service

Walter Onubogu

Toronto,ON #647-***-****, ********@*****.***

SUMMARY OF QUALIFICATIONS

More than 8 years help desk technical support & customer support related experience

Effective communicator with a focus on providing timely relevant solutions to clients

Native bilingual English & German speaker, Proficient using Microsoft Office - web browsers (i.e. Mozilla Firefox, Opera, IE, Edge, Google etc.)

Awarded a Certificate for Being a World Class Technical Support Representative

Experience with different cultures and travelling / living overseas

WORK EXPERIENCE

Quora Support Oct 2017 - Ongoing

Quora, Toronto

Completion of German-English / English-German web site content translation

Help Desk Technical Support Oct 2016 - Sept 2017

Apple One / Capital One Bank, Toronto

Provided technical troubleshooting support for online Ecare accounts at Capital One Bank web site; helping clients complete password - One Time Code resets, assisting clients with (re-)registering process for Ecare accounts, troubleshooting Ecare-login-access issues also for Capital One Canada Mobil App on Apple iMac, Apple Mac Book Pro, Apple iPad, Apple iPhone and Windows PCs / Windows Laptops, assisted clients with activating their Capital One Platinum Mastercards and completing PIN resets / Generating Authentication codes via the IVR system for them

PC BETA Software Tester Jan 2016 - Oct 2016

Paradox Interactive- Paradox Development Studio, Toronto

Evaluating the pre-release version of PC Strategy Games Hearts of Iron IV, Surviving Mars and Stellaris (i.e. bug detection, gameplay/user interface testing, writing reports)

Pension Benefits Agent /Customer Agent/ Jan 2015 - Dec 2015

Xerox-Altis Hr, Randstad

Provided Scotia Bank members with pension benefit support (regarding 2018 Scotia Bank Pension Plan Changes / Early retirement options / CV Transfers to RRSPs)

Between Jan 2015-Aug 2015 provided Randstad’s client Virgin Mobile with customer and retention support

Bilingual Customer Service Representative Oct 2011 - Dec 2014

Hyper Wallet, Vancouver

Provided bilingual (English – German) phone and email customer-technical support

Provided various customer focused and relevant assistance with solutions (relating to account activation, transfer of commission payments to bank/credit union accounts, prepaid VISA cards policies – dispute resolution procedures)

Harnessed JIRA E-Ticketing System and filed Technical Support Tickets for clients

Customer Agent Feb 2007 - Oct 2011

eBay, Burnaby

Successful provision of support to eBay’s Top Buyer Canadian and American clients via phone, email and real-time chat, addressed clients’ concern about negative feedback, seller-buyer transaction and bidding / listing issues

Advised clients about eBay Stores / eBay ‘s various subscription level services

Technical Support Representative Jan 2006 - Jan 2007

ClientLogic-T-Mobile, Toronto

Provided technical troubleshooting support to US T-Mobile wireless end users of T-Mobile sidekicks, T-Mobile cellular phones, PC Data Cards

Technical troubleshooting required use of problem solving skills, harnessing knowledge databases / resources for identified technical issues (i.e. power, wireless reception-signal problems, hardware & software related issues), verifying client account information, processing of device exchanges & completing password resets

EDUCATION

BA (Joint Hon) degree, Geography & History Oct 94 – Nov 98 University of Strathclyde, Glasgow, UK

Completion of various History & Geography courses, assignments /exams & dissertation

INTERESTS

Various: Table tennis, soccer, PC Strategy gaming, canoeing

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