BENJAMIN AFUNSHO

My role as a Quality Assurance Engineer in the Support department is comprised of assessing live tickets and training tickets/tasks.
Training tickets/tasks are worked on by the new hires, based on a pre-built product curriculum. By assessing these tickets, I make sure that the trainees are compliant with the company internal quality bars, that are designed to WOW our customers. The assessments are static and are done via predefined grading guides per product and per ticket, directly in the CRM system. The purpose of the assessments is preparing the new hires for real-life work units.
Live tickets are the work units of the L1 and L2 agents. They are coming from various products, with different technologies and are dynamic, in the sense that each ticket, even if from the same area of a specific product, will have its individual details that may change the whole ticket life.

My work is comprised of checking that the following are present in the ticket after each agent is working on it:
▪ proper documentation of the investigation and conclusions, so that anyone looking at the ticket is able to understand the whole issue and its resolution;
▪ accurate identification of the root cause, based on the documentation;
▪ correct provisioning of a solution that completely resolves the root cause, not just the symptoms;
▪ proper testing is carried out by the agent, to ensure that the solution/fix suggested has the desired outcome;
▪ customer communication is WOW, addressing all questions/points raised by the customer, accompanied with proper explanations and promoting customer self-service
▪ all CRM fields are correctly filled in, as per the company guidelines

A ticket may be worked on by multiple agents, and I also need to make sure that each was on the right track, and prevent the ticket from going off-track, if at some point in the ticket lifetime, there was a deviation from the right path.

• Key Responsibilities:.
• Install and configure computer hardware operating systems and applications.
• Use voice and written communications to ask insightful questions that get to the root cause of the customers problem.
• Provide 24x7 online global support as part of a daily shift team.
• Take ownership of support incidents and use all available resources and knowledge to resolve them.
• Diagnose, troubleshoot, and develop new solutions that solve the root cause of customer problems.
• Write step-by-step processes, technical solutions, and ticket updates to customers using clear and concise English.
• Provide Technical support for: Crossover - Recruitment and Productivity Application DNN - Web Content Management system Chute - Asset Management System Broadvision QuickSilver - Document Editing Bonzai - Intranet Solution OneSCM - Supply Chain Management GFI Languard - Network Security Scanner and Patch Management amongst others.

• Organisation: XlevelRetail Systems Limited, Nigeria Key Responsibilities:.
• Install and configure computer hardware operating systems and applications.
• Monitor and maintain computer systems and networks.
• Talk staff or clients through a series of actions, either physically or virtually to help set up systems and resolve ERP, hardware, software and connectivity problems.
• Troubleshoot system and network problems, diagnose and solve hardware or software problems.
• Provide support, including procedural documentation and relevant reports.
• Respond within agreed time limits to call-outs.
• Work continuously on a task until completion (or refer to third parties, if appropriate).
• Rapidly establish a good work relationship with customers and other professionals, such as software developers.
• Test and evaluate new technology.
• Assist and conduct training for clients in setting up their own IT personnel to manage their daily activities.
• Research, plan, install, configure, troubleshoot, maintain, and upgrade hardware and software interfaces with Windows/UNIX operating systems.
• Analyze and evaluate present or proposed business procedures or problems to define data processing needs.

• Organisation: Orange FM, Nigeria Key Responsibilities:.
• On-Air Casting of News Bulletin, anchoring of programmes and researching newsworthy items.
• Editing of soundtracks, recording and reports.
• Reporting of News, interviewing local and foreign dignitaries.
• Co-anchoring sport programmes.

• Organisation: Levy Restaurant, United Kingdom Key Responsibilities:.
• Management of the staffing function to ensure that the appropriate quantity and best possible quality of staff are booked for work at the location.
• Management of the variable payroll to achieve financial targets set while meeting the operational needs of the location.
• Ensure staffing policies and procedures are adhered using the core signature guidelines.
• Control staffing function to ensure a smooth operation, ensure all staff arrive at set times and control staff arrival to the O2 Arena.
• Provide venue-based recruitment and HR services.