Customer Support Specialist, Technical Support

KALU I. KALU

E-mail: *********@*****.*** Mobile: +234-803-***-****

Skype: engr.Kalu

LinkedIn: www.linkedin.com/in/kalukalu

Current Location: Port Harcourt, Nigeria Nationality: Nigerian

Technical Support Specialist Customer Service Support Help Desk

CAREER SUMMARY

A very competent and dedicated IT Support Specialist/Lead (technical, helpdesk and customer service support) with years of professional experience and practical skills providing technology, system and custom solution support. Proven records of direct strategic support for thousands of diverse end-users (remote & local); from experienced technical field staff using company custom SaaS solutions to new/existing remote customer-clients’ that requires empathic technical and product assistance. Personal attributes include positive attitude, strong analytical thinking, resourceful self-motivator, and teambuilding across multicultural work environments.

AREAS OF EXPERTISE

• Technical Support & Help Desk management

• IT Infrastructure, Operations & System administration

• IT Security – Routing, Firewall, Switching, VLAN, & VPN.

• Effective Communication, Documentation and Reporting

(create, review & revise Help center articles).

• Data, Disaster Recovery and Business Continuity

• WordPress, Cloud Platforms & Office365 administration

• User/Customer support empathy, emotional intelligence and de-escalation techniques, etc.

WORK EXPERIENCE AND ACHIEVEMENTS

TECHNICAL SUPPORT SPECIALIST

Rivers State, Nigeria April 2020 – Date

General consultancy for companies on IT Infrastructure, Cybersecurity, technical customer support unit for some corporate clients in Port Harcourt. Remote support for company remote training & staff collaboration platforms in Port Harcourt, Rivers State. Successfully deployed with more than 99% support escalation issues resolved.

ICT SUPPORT COORDINATOR

GREENVILLE Liquefied Natural Gas Co. Ltd. (LNG & LPG) Rivers State, Nigeria May 2017 to Mar 2020

ICT Support Coordinator responsible for customer support and help desk management by providing multi-channel (email, phone and chat) for OEM vendors, remote customers and company SaaS product users.

• Restructured the IT support services & Help Desk management and introduced Support metrics, KPIs and SLAs for performance monitoring and maximum efficiency – Technical Customer Support Lead, Office 365 Support Specialist, Data Backup & Recovery (onsite, offsite & cloud), Database Mgt - Backup & Migration, Slack & Zendesk experience, Servers, Virtualization, VPN, and provided real-time support for the SCADA & HMI (Human-Machine Interface) systems.

• Level 3 support to technical support reps and customers on escalated support questions, requests, and complaints from our customers via email/chat for our SaaS platform. Document; track customer feedback, questions and issues. Create, review, and edit Help Center articles including periodic review and revision.

SELECTED ACHIEVEMENTS

Managed IT and technical support units including onsite and remote customer support for OEM clients – GE, SIEMENS and achieved a 99% ticket resolution rate. Successful implementation of SAP 4 HANA for the company including PM, MM, SD, HCM and FI and end-user support.

PM – IT/TELECOM

ACEFOCUS Nigeria Limited Port Harcourt, Nigeria

Aug 2016 to Apr 2017

Managed projects with complete top-down oversight throughout entire execution to ensure success as defined by adherence to standards of scope, budget, and timeline. Initiated comprehensive project plans that merge customer requirements with company goals and coordinate various supervisors and technical personnel during all project phases, from initial development through implementation.

SELECTED ACHIEVEMENTS

Headed the overall planning and overseeing project’s development, integration, implementation through to post implementation services to ensure they are completed safely, timely and within budget. Designed and delivered multimillion- naira IT infrastructure and integration Access Control and Industrial Surveillance projects, approved by OEM and regulators.

HEAD - IT

ALCON Nigeria Limited Port Harcourt, Nigeria

Jun 2014 to Jun 2016

Lead and coordinated technical customer support teams, resolves complicated escalation issues (email, voice and chat) for clients and users.

• Standardized the IT customer support unit and demonstrated service skills viz Technical Support Lead, IT helpdesk management (Network, Application & Server), Database, Servers – Dell & HP, Windows Server Roles – AD, DHCP, Web

(IIS), File, DNS, Hyper-V, etc., documentation - project, policies, procedures & processes and security devices - firewall

(Cisco ASA, FortiGate 200D, 110c; Cyberoam CR25iNG). Last mile technical support, manage customer onboarding processes and help implement innovative processes to continuously improve our platform.

SELECTED ACHIEVEMENTS

Directed a team of 32nos. members comprising of technical support staff and engineers, responsible for all technical and customer support for customers, IOC clients and active users.

IT/TECHNICAL SUPPORT ENGINNER

ALCON Nigeria Limited Port Harcourt, Nigeria

Jul 2011 to May 2014

• Resolved daily IT helpdesk & customer support requests (mostly remote) - network, application & server support of 250+ domain users in compliance with service metrics and KPIs. Managed and supported staff time attendance access control systems and integrated same into company HRM solution.

• Administration of network security solutions – Blue Coat Packetshaper 1700 (Bandwidth Monitoring and Packet Control) and Fortinet FortiGate (110c, 200B/D Firewall with Unified Threat Management (UTM); to secure network, restrict and regulate workers internet activities during working hours and ensure optimal performance & availability

• Provided level 1 and 2 technical support for 150+ remote clients/users. Ensured quick resolution of user concerns and escalated more complicated issues to helpdesk managers. Cut incident callback rate by 12%; used technical, analytical and communication skills to accurately identify user needs and provide effective solutions. Website administrator (WordPress): manage, maintain and update company corporate website, including social media and SEO.

SELECTED ACHIEVEMENTS

Reduced incident callback rate by 30%; used technical, analytical and communication skills to accurately identify user needs and provide effective solutions. Achieved user satisfaction rating of 4.9/5.0 (20% higher than average); and consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.

CORPS MEMBER

NATIONAL Youth Service Corps (NYSC) Akwa Ibom State, Nigeria

Feb 2010 to Feb 2011 Compulsory Govt.

Graduate 1yr Service – Form Teacher (Snr. High School I&II) & Class Teacher (Mathematics & Physics).

PROCUREMENT OFFICER & IT

CMD Worldwide Services Ltd. Port Harcourt, Nigeria

July 2008 to Jan 2010

Developed International procurement, local market survey and ensures transparent procurement process and procedures, etc. Coordinate and supervise all client ICT activities – vendors and contractors, network installations, systems and software solutions.

SELECTED ACHIEVEMENTS

Initiated new international product OEMs and ODMs partners, developed local business/suppliers’ initiatives and database for Oil tools and machinery clients. Contractor and vendor negotiations, bidding process contract review. Monitored OEM partnerships, cost and quality control. Exceeded set annual performance indicators for Marine and Upstream clients.

EDUCATION & TRAINING

Federal University of Technology, Owerri Imo State, Nigeria Sep 2002 to June 2008 Area of Study/Major: Bachelor of Technology (Geology)

• Microsoft, Cisco & CompTIA A+, N+ Certification Courses MSCE, MCP, CCNA, A+, N+ Trained

• Disaster Recovery & Business Continuity Prof – EC Council Phillips Academy, Lagos 2014

• Core Solution of Microsoft Share Point Server 2013 Jetlink Educational Services, Lagos 2015

• Project Management Training – PMP Prep Courses Devon Academy, Port Harcourt 2016

• Job Hazard Analysis & Supervisory Course Permit to Work (PTW) & Confined Space Entry SAP 4 HANA – MM & PM user training Greenville LNG 2017

• Introduction to Cybersecurity PCAP: Programming Essentials in Python NDG Linux Essentials Cisco Virtual Academy 2020

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