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Amuche
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Customer support/RMA administrator 140 000
Job Type: Full-Time

Education

From 0 to 2010
Enugu State University of Science and Technology Enugu, Enugu State.
From 0 to 2004
University Secondary School Enugu Campus, Enugu State Nigeria.
No added languages

Experience

Customer Support/RMA Executive
DCC NETWORKS ,a division of COMPUTER WAREHOUSE GROUP (CWG)
August 2012 - Present Day (4 years 6 months)
  • Facilitating the resolution of normal operational service with minimal impact on the customer within agreed Service Levels and business priorities
  • Monitoring and ensuring follow up of all open issues on the Manage Engine in line with the agreed SLA.
  • Providing support and parameters on our various platforms(SKYEDGE I & II, HUGHES) to field support engineers(FSE) on site from DCC NOC.
  • Coordinating/assisting teams mates towards identifying/resolving end user connectivity issues.
  • Dealing directly with customers either via phone calls, face to face or emails.
  • Handling, and ensuring quick resolution of customer complaints.
  • Keeping customers informed on request status and progress reports up untill closure.
  • Weekly and monthly reports on Service level Agreement (SLA) achieved.
  • Updating customers on weekly status of links (VSAT,Fibre and Radio Links).
  • Proper follow up with servicedesk on incidents reported.
  • Rendering useful administrative support to other members of the CSLM team.
  • Planning and costing of special support services(SIP , Corrective Maintenance)
  • Collation and distribution of SIP report two weeks after completion.
  • Communicating reported inverter incidents three times every week for all inverter clients.
  • Generating monthly e-ticketing engineer’s performance report.
  • Quarterly performance rating /appraisal of field support engineers.
  • Proper and timely follow- up with international partners/Equipment manufacturers on repairs.
  • Handling of RMA process and ensure close follow of all RMA’s to the OEM’s(Eion Wireless, Canada, Gilat Network Systems, Isreal, Hughes Network System, U.S.A, SAF Teknika, Latvia, ACCAT Nig Ltd, Terrasat Communications,Gamatronics,Harris Stratex Networks, Airspan)
Trainee/Customer Care/RMA Officer
DCC NETWORKS ,a division of COMPUTER WAREHOUSE GROUP (CWG)
July 2011 - (5 years 7 months)
  • Monitoring and ensuring follow up of all open issues on the Manage Engine in line with the agreed SLA.
  • Providing support and parameters on our various platforms(SKYEDGE I & II, HUGHES) to field support engineers(FSE) on site from DCC NOC.
  • Handling, and ensuring quick resolution of customer complaints.
  • Keeping customers informed on request status and progress reports up untill closure.
  • Facilitating the resolution of normal operational service with minimal impact on the customer within agreed Service Levels and business priorities
  • Maintaining minimum stock level of equipment spares
  • Tracking spares and all OEM’s equipment distribution at all times
  • Raising foreign and local order request when spares are below minimum stock level
  • Weekly and monthly reports on Service level Agreement (SLA) achieved.
  • Updating customers on weekly status of links (VSAT,Fibre and Radio Links).
  • Proper follow up with servicedesk on incidents reported.
  • Communicating reported inverter incidents three times every week for all inverter clients.
  • Generating monthly e-ticketing engineer’s performance report.
  • Proper and timely follow- up with international partners/Equipment manufacturers on repairs.
Pre-NYSC/ IT Service Support Personnel
DCC NETWORKS ,a division of COMPUTER WAREHOUSE GROUP (CWG)
January 2011 - July 2011 (7 months)
  • Providing frontline IT Support to staff on site via phone/email/face-to-face
  • Single point of contact for all service related issues.
  • Logging & tracking of all incidents on Manage Engine software
  • Keeping customers informed on request status and progress till closure.
  • Daily / Weekly proactive link status/performance monitoring to ensure optimum performance
  • Monitoring of client’s bandwidth utilisation and initiation escalation procedures relative to the appropriate SLAs
  • Providing support and parameters to field support engineers(FSE) on site from the NOC.
  • Preparation of link availability (Monthly & Quarterly) report with client by using What’s up Gold and PRTG Traffic Grapher.
  • Coordinating second-line and third line support.
  • Preparing Weekly/ Monthly Availabilty and Bandwidth utilisation reports for FINBANK, OCEANIC, DIAMOND and et al
  • Weekly and monthly report on Service level Agreement (SLA) achieved.
IT Trainee/ Technical Assistant
DIMENSION DATA WEST AFRICA
August 2008 - January 2009 (6 months)
  • Configuration of a Cisco 2801 router and integration of the Switches into the Router
  • Designing of Network diagrams for our different clients on a proposed project using MS Visio.
  • Mounting and racking of switches, routers, IPS in a datacenter for Standbic IBTC, Accenture Consulting, Union Bank HQ,Nextzon Consulting etc etc.
  • Managing and Troubleshooting of DD’s LAN issues.
  • Adding new staff to the “AFRICA” domain of the exchange server.
  • PC troubleshooting, installation and maintenance.
  • LAN Administration
  • Installation and configuration of Windows operating systems, anti-virus software, Microsoft office suite.
  • Regular updating of anti-virus software on PCs on the office network.
  • Generation of weekly report for management meeting.