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Customer Service Engineer

Lagos, Nigeria
March 12, 2020

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Frank Anumudu

Telecommunication Engineering

Plot 2 Justice David Ajibola Omotade Close Alagbaka Akure, Ondo, 234


Experienced Field Operations Supervisor with over fifteen years of experience in Telecommunication. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.


Work planning

Strong analytical skills

Network asset management

Proficiency in TCP/IP protocols

Optimizing and performance tuning

Project management

Strong collaborative skills

Supervisory Skills

Work History

Field Operations Supervisor

MTN Nigeria Limited, Akure, Ondo

Setting and managing schedules to give proper coverage to required areas and meet customer service demands.

Conducting scheduled and impromptu evaluations to assess work performance.

Maintaining optimal levels of network service through effective assessments, oversight and problem solving.

Planning and overseeing team operations in designated sub regional cluster.

Training technicians on fault analysis, troubleshooting and configuration techniques.

Closely monitoring operations and performing regular safety audits to ensure staff adhered to administrative policies and compliance regulations.

Applying interpersonal and customer service skills in serving as point of contact for customers and staff on subjects such as roll-outs, coverage and network quality.

Monitoring and maintaining high level of on-time delivery reliability service and performance

Managing and updating database detailing important information such as active sites and equipment using MAPS.

Proposing technical feasibility solutions for new network designs and suggesting options for performance improvement of technical components.

Aligning office departments and increasing inter-department communication and data sharing.

Implementing company policies, technical procedures and standards for preserving integrity and security of data, reports and access.

Monitoring network performance and providing network performance statistical reports for both real-time and historical measurements on over 700 base transceiver stations.

Transmission Engineer

Huawei Technologies Nigeria Limited, Akure, Ondo

Completed preventative inspections and tests of system components on over 300 transmission links.

Evaluated network failures, outages and stabilization strategies.

Troubleshot and resolved problems with network systems.

Evaluated program schedules and prepared programs to assess transmission readiness and identify any signal issues.

Coordinated all installations, calibrations and maintenance for broadcast equipment used by base transceiver stations.

Oversaw team of 6 technical professionals to manage successful broadcasts.

Completed emergency fixes as stopgap until maintenance teams could conduct advanced repairs.

Kept signal strong, clear and reliable with continuous monitoring and optimization of broadcast equipment.

Utilized pipe and filter model to find bottlenecks and enable measurement of system resource usage and process behavior at boundary limits of all operations.

Implemented company policies, technical procedures and standards for preserving integrity and security of data, reports and access.

Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.

Aligned office departments and increased inter-department communication and data sharing.

Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.

Supervised and provided direction for six technical direct reports regarding network activities.

Recommended architectural improvements, design solutions and integration solutions.

Proposed technical feasibility solutions for new link designs and suggested options for performance improvement of technical components.

Field Support Engineer

MTN Nigeria Limited, Akure, Ondo

Promoted and implemented change process improvements company-wide.

Verified construction documentation conformed to quality assurance standards and client requirements.

Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.

Managed and archived quality documentation and participated in internal and external quality audits.

Drove 3G and 4G Tech operational improvements that resulted in significant savings and improved profit margins.

Worked with Field Maintenance Team to resolve Active and Passive network problems, improve operations and provide exceptional customer service.

Followed quality standards and procedures to minimize errors and maximize customer satisfaction.

Developed and executed plans to monitor standard process adherence.

Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.

Offered data-driven recommendations aligned with overall company strategies and prioritized process improvement initiatives.

Worked with End User customers to understand requirements and provide exceptional network service.

Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.

Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.

Coordinated with Network Enterprise Business team in developing project plans for prioritized initiatives.

Investigated and resolved customer complaints to foster satisfaction.

Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.

Determined and recommended methods to address improvement opportunities.

Analyzed current business plan, identified inefficiencies in existing processes, and tracked performance following implementation of improvements.

Provided observations, took measurements and performed tests at various stages according to quality control plan.

Evaluated quality problems and performed periodic audit and inspection to identify and resolve issues.

Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from network operations, protecting company reputation and loyal client base.

Field Service Engineer

RFM Networks Limited, Ikeja, Lagos

Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.

Provided technical support to troubleshoot, repair and maintain operational efficiencies in telecommunication systems.

Inspected equipment and processes to reduce maintenance-related downtime incidents and mitigate equipment failures.

Trained personnel to align objectives, strengthen competencies and standardize operations.

Monitored work performance and quality to maintain standards.

Scheduled service calls according to customer location and urgency of need.

Tested equipment performance and demonstrated operation and servicing of equipment to customer.

Installed and repaired Base Transceiver Station, Radio and Rectifier equipment on clients' premises.

Maintained tools and equipment, parts inventory and library of machine manuals.

Managed administrative tasks such as maintaining customer service logs and internal service records.

Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.

Upgraded and modified products and handled special assignments such as link optimization and antenna re-alignment assignments.

Repaired and calibrated systems and equipment post-installation.

Oversaw team of five professionals resolving antenna shift, link degradation and rectifier fail.

Facilitated communication between office personnel, subcontractors and customers.

Tested equipment performance and demonstrated operation and servicing best practices.

Checked safety practices and integrity of Personal Protection Equipment.

Recommended design changes, upgrades and replacements to improve systems performance.

Identified poor installation problems and potential risks, coordinating appropriate corrective action.

Coordinated routine repairs and corrective maintenance actions for active network elements and equipment.

Managed maintenance data records and tracked operating information for onsite reference.

Performed onsite installation, modification and maintenance of systems and equipment.

Applied systems analysis techniques to assess and resolve complex network issues for clients and end users.


Bachelor of Engineering: Electrical And Electronics Engineering

Federal University Of Technology Owerri - Obinze Owerri Capital Territory Imo State Nigeria

Coursework in Electronics and Computer Engineering

Professional Specialization

Telecom Network Personnel and Infrastructure Management

Network Operations and Maintenance

Network Project Implementation and Optimization

Microwave Radio Technology

Base Transceiver Station O&M


2019-03 - Current

2014-04 - 2016-05

2008-03 - 2014-03

2005-08 - 2008-02

1996-09 - 2002-11

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