Michael Meke-Eze

Houston, TX

ad11ob@r.postjobfree.com

+1-832-***-****

Authorized to work in the US for any employer

Work Experience

Customer Support Analyst Tier 2 - Application/Systems Support US Bolt Manufacturing Inc. - Houston, TX

August 2022 to Present

• Providing technical support to customers via incoming calls, emails, voicemail and chat sessions across multiple platforms and systems

• Using good questioning techniques to validate what a contact is asking is really the issue they are experiencing and needing resolution on.

• Creating and tracking support tickets for each issue with a high level of detail, log all contacts, properly categorize issues, and follow up appropriately utilizing Salesforce

• Data analysis, research solutions to customer questions and problems using Knowledge Base or other relevant materials and provide timely follow-up for unresolved issues

• Assist in logistics and supply chain. Interact with support teams sought at working toward problem resolution. Assist in area of Desktop/Desktop/Mobile support which include SAP, O365

(SharePoint, OneDrive, Teams, Excel, words, etc.), Email services, Hardware/workstation installation and configuration, and Mobile Device Management having the learning contents and other end-user support

• Assist in all ITIL and Auditing to evaluate and access the process and performances of all our device s offered to school and making sure they comply with relevant regulation and standards and that they operate effetely and efficiently

Customer Service Engineer

FREELANCE (Staffing Agencies and Small Retail Outlets) - Houston, TX September 2020 to August 2022

Worked for Staffing Agencies (Roth Staffing and Staff Force ) and non-contact assignments with Small retail outlets (TJ Maxx, Southwest African Market, Valero and Shell Gas station in Southwest Houston) in IT systems installations, configurations and settings, troubleshooting /root cause analysis, and ITIL related. Helping the small retail businesses in other areas of software and hardware procurement, logistics, and asset management. Supporting AWS, Active Directory, DNS, and DHCP. Also support A/V utilizing MS Teams Room, Click-Share, Wall board, and other audio-Visual tools IT Specialist

HCL Technologies (ExxonMobil) - Spring, TX

October 2019 to September 2020

Responsibilities:

• Setting expectation with customer ahead of possible allocation to ITSC agent if the issue looks to require a case. Managing the customer's interaction during their entire experience at the ITSC. Customer Service and customer effort score (CES)

• Change Management and process improvement. Managing the stakeholder's interaction, gathering requirements, analysis and translate requirements into business solutions.

• Excellent skills in MS Office 365 (e.g., Outlook, Word, Excel, PowerPoint, OneNote, Exchange, and others

• Support of all customer walking into ITSC for Issues with EUC Devices (GME Laptops), Peripherals, and BYOD.

• Windows operating system Support (including but not limited to Windows 7, Windows 10 and Mac). Imaging and remote control (Microsoft System Center Configuration Manager). Supporting and troubleshooting applications in Azure Cloud-based AWS, Active Directory, DNS, and DHCP.

• Supporting and setting up AV Conferencing tools Click-Share, Active Board, Projectors, MS Teams/ Zoom/Skype for Business, and other tools as needed. Utilizing Remedy ticketing for all ITIL tasks.

• Experience in Mobile Device Management and Mobile Application Management by utilizing AirWatch.

• Provision support for Skype installation, Wireless connectivity, resolving performance issues, providing device connectivity; and facilitating smart card/password changes, working on Local/Network Printers XEROX (Follow-me-Print), HP, and Plotters in troubleshooting and root cause analysis, also work directly with the vendors (Vendor Management), and other Software Analysis/Support. Assist in assets management

• Provide remote access of devices /remote control of pipeline and equipment

• Work with other IT Analyst doing Application support such as troubleshooting, installing, configuring, research for root cause (RCA) for the enterprise applications MS O365, SAP ERP, Oracle, MS Teams, Zoom, Skype for Business, and other application systems

Technical Analyst

CSAT Solutions - Houston, TX

May 2019 to October 2019

Responsibilities

• Break and Fix of Apple Computers and components

• Troubleshooting and diagnosis of Software/Hardware utilizing ATS 2, and Root cause analysis, and utilizing Excel spreadsheet for creating and managing document. User Experience Support and research.

• Resolving issues with IOS Operating systems and systems failure analysis

• Utilization of Apple Traveler for Ticketing system

• Customer service and end user support

IT Analyst/IT Audit Analyst

Slot LLB - Lagos

May 2017 to May 2019

Responsibilities:

• IT Deployment, Window 10 migration, Computer Imaging and configuration, Hardware and Software Installation and Evaluation/Windows Server and Client software evaluation. Workstation Patching Mitigation for security and bug fixing, and utilizing ServiceNow for ITSM.

• Utilizing SCCM, Active Directory for User Account creation, resetting of password, adding user to devices, VPN, Customer service/systems education, Citrix Farm, and anti-virus administration/Windows PC Service Security & Controls. Utilizing ServiceNow for all workloads, and help gathering and analyzing business/systems requirements.

• Repair and support Azure Cloud-based applications and Services(Build-in ETL), Use Microsoft Excel for calculation/Pivot Table. Google (spreadsheet, slides presentation app, Drive, Gmail, search engine, Docs word processor, calendar, hangouts)

• Repair/Use/Support Microsoft Words, Excel, Outlook, and general root cause analysis. Assist with IT Auditing to evaluates and assesses our organization's information technology systems, processes, and controls to ensure that they comply with relevant regulatory, legal, and industry standards and that they operate effectively and efficiently

Corrections Support Specialist

Texas Department of Criminal Justice - Houston, TX April 2014 to April 2017

Responsibilities:

• Support existing systems: MS Words, Excel (Tables, graphs, Dashboards, Pivoted Table, and basic VBA), Utilizing and supporting Jail Tracker for all Scheduling activities in the jail

• Install/Monitor/Troubleshoot (Window Server, Windows 7, Window 10, and Tableau) remote connectivity, Microsoft Systems Configuration Manager(SCCM)

• User/Customer Experience, Installation and configuration, Incidents resolution, and Root Cause Analysis, Desktop malware analysis, MS Exchange, Active directory, MS Outlook, and Service Level Agreement compliance. Installation/upgrade/Troubleshooting. Basic Knowledge of SQL.

• Support the Remote control of jail cell's doors and devices. Assist in IT Auditing effort to evaluate and access all our IT systems, process, and control to ensure they comply with all relevant regulatory and standards making sure they work efficiently.

• Utilizing TCP/IP networking. LAN/SWAN, Wi-Fi and Network analysis with Network devices- routers, switches, hubs, VPN, Firewall.

Business Analyst, Operations Support

MaryLue Pest Services - Grayson, GA

October 2010 to December 2013

Develop a concept to understand client's operations and systems. Gather business requirement by working with stakeholders and translating these requirements into business solutions. • Gathered and translated requirements of the client into highly technical specifications in brief. Data analysis/Basic knowledge of SQL and Power BI and willing to learn more new technologies • Project management, change management, and Utilizing SAP, Research and Development, delivered and deployed SAP Security systems and IT Software systems, perform UAT, ETL, COT, and assist in user experience and research/user-training, Systems Health Checks for performance, and assist in Inventory management, Asset management, Procurement, and Supply Chain

Engineering Technician

Nigerian Agip Oil Company - Port Harcourt

January 2003 to February 2007

Agip Eni Oil and Gas Port Harcourt, Nigeria Jan 2003 - Jan 2007 Measurements while drilling (MWD) from (Halliburton tool) Collecting and ensuring data accuracy into the systems Data Analytic: Analyzing geophysical data and presenting activities. project team, Risk control and analysis, and taking record of daily geophysical activities. Work in Chemical plants help chemical products ( lubricants and other chemical) processes, transporting/distribution and customer relationships by answering all the questions from all customers in the help desk/customer support related services. Education

Master's degree in Information Systems

University of Phoenix - Tempe, AZ

January 2011 to December 2012

Bachelor's Degree in Mathematics/Statistics

University of Lagos - Lagos, GU

October 1998 to June 2003

Skills

• Customer Experience (5 years)

• Business analysis (2 years)

• IT support (5 years)

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