Christian Ogugua
Technical Support Specialist
Abuja
Summary
Dedicated and accomplished Technical Support Specialist with a proven track record of delivering exceptional technical assistance and support to esteemed industry leaders, including renowned telecom giants MTN and Airtel. Bringing a wealth of experience in troubleshooting, resolving issues, and enhancing user experiences within high-demand environments. Adept at collaborating with organizations such as the Nigeria National Identity Management Commission (NIMC), the Ministry of Foreign Affairs, and the Nigeria Social Insurance Trust Fund (NSITF), offering a well-rounded background in addressing diverse technological challenges and optimizing operational efficiency. Demonstrated ability to provide top-tier customer service and maintain a high level of satisfaction. Looking to contribute extensive expertise to an innovative team and continue driving excellence in technical support and customer relations.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
Work History
Technical Support Engineer
Byteworks Technology Solution Limited
Abuja
03.2020 - 08.2023
- Delivered daily remote/onsite support services to prominent telecommunications industry leaders, specifically MTN and Airtel, in Nigeria National Identity Management Commission domain, this encompassed diligent oversight of maintenance, comprehensive troubleshooting, and effective resolution of various technical issues and challenges
- Delivered daily remote/onsite support services to Federal Republic of Nigeria, Ministry of Foreign Affairs, focusing on Diplomatic ID card application services and also developed user manuals for both Admins and Diplomats
- Created comprehensive instructional guides and user manuals pertaining to
- NIMC NIN enrollment software, including new releases and updates
- Led team of six individuals in comprehensive digitization of official documents for Nigeria Social Insurance Trust Fund (NSITF), overseeing seamless integration and deployment of these documents onto Electronic Document Management System (EDRMS) portals
- Conducted daily monitoring of systems/server uptime and promptly reported any instances of downtime detected through node ping, thereby mitigating potential service disruptions
- Regularly contributed to organization's knowledge management system (KMS) by creating and updating product wiki documentation on weekly basis
- Proficiently diagnosed and resolved customer-reported issues through service desk, adhering to Service Level Agreements (SLAS), and consistently upholding high level of customer satisfaction
- Regularly engaged in close collaboration with Quality Assurance (QA) teams and Tier 3 support developers to actively drive resolution of issues and implementation of bug fixes in organization's developed Abia and Enugu state internal revenue systems
- Responded to incidents on-site, providing precise time estimations and managing customer expectations
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
IT Support Engineer
Code Icon Technologies
Abuja
06.2017 - 11.2019
- Collaborated with supervisors to escalate and address over 1000 customer inquiries on technical issues.
- Documented technical maintenance and configuration details for future reference
- Guided and assisted users with technical issues resolution, improving performance and usability
- Facilitated regular online training sessions on weekly basis with aim of enhancing user experience and proficiency.
- Used ticketing systems to manage and process support actions and requests
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Monitored systems in operation and quickly troubleshot errors
- Researched and identified solutions to technical problems
Education
National Certificate in Education - Computer Science
Federal College of Education
Niger State, Nigeria 01.2007 - 05.2010
Skills
Web Developmentundefined
Accomplishments
- Certified Google Professional IT Supports Specialist
- Certified in Oracle Database Foundations by Learn Quest
- Gathered and integrated customer feedback into service improvement initiatives, resulting in tailored support solutions and enhanced user experiences
- Used Microsoft Excel to develop daily task-tracking spreadsheets
- Supervised a team of 6 staff members in the deployment of documents to the Electronic Document management system (EDRMS)
- Increased remote support efficiency by implementing remote desktop, reducing the need for on-site visits by 70%
- Effectively handled high call volumes during peak seasons, ensuring consistent support quality and minimal wait times
- Developed comprehensive training materials and user guides, resulting in a 50% decrease in the number of recurring support requests
- Achieved and maintained a customer satisfaction rating of or higher through effective communication, issue resolution, and empathetic support.
Certification
Google: Professional IT Supports
Timeline
Learn Quest: Oracle Database Foundations
03-2022
Google: Professional IT Supports
01-2022
IBM: Linux Commands and Script Shelling
01-2022
Technical Support Engineer
Byteworks Technology Solution Limited
03.2020 - 08.2023
IT Support Engineer
Code Icon Technologies
06.2017 - 11.2019
Teachers Registration Council of Nigeria
06-2010
National Certificate in Education - Computer Science
Federal College of Education
01.2007 - 05.2010
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