Emmanuel Chukwuebuka Onwuagha
Toronto
Summary
Professional with strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Raadl IT Solutions
08.2023 - Current
- Provided prompt and effective technical assistance to end-users via phone, email, and live chat.
- Diagnosed and resolved hardware, software, and network-related issues to ensure minimal downtime.
- Logged and tracked technical issues using a ticketing system, ensuring timely resolution and follow-up.
- Assisted in the installation, configuration, and setup of hardware and software systems.
- Educated users on software functionality, troubleshooting techniques, and best practices for efficient system use.
- Escalated complex technical issues to higher-level support teams or vendors when necessary.
- Delivered remote troubleshooting support using remote desktop tools to resolve user issues effectively.
Customer Success Advisor
Feman Media Agency Ltd
09.2020 - 07.2023
- Built and maintained strong relationships with customers, ensuring high levels of satisfaction and retention.
- Acted as the main point of contact for customers, providing guidance, product knowledge, and personalized support.
- Onboarded new clients, ensuring smooth integration and full utilization of products or services.
- Analyzed customer feedback and communicated insights to the product development team to improve offerings.
- Managed and tracked customer interactions and progress using CRM tools, ensuring accurate records and follow-up.
- Ensured timely resolution of customer inquiries and issues, maintaining a high level of customer satisfaction.
IT Operations Associate
Zetra Energy
11.2015 - 02.2017
- Coordinated with cross-functional teams to implement strategic IT initiatives, fostering collaboration and communication across departments.
- Streamlined helpdesk operations by creating an organized ticketing system, resulting in faster response times and increased user satisfaction.
- Provided comprehensive technical support to end-users, resolving issues promptly and maintaining high satisfaction levels.
- Managed complex IT projects from inception to completion, ensuring timely delivery within budget constraints.
Education
Msc - Management
Imo State University
Imo, Nigeria 09.2019
BBa - Business Information Systems
Zenith University College
Accra, Ghana 06.2015
BSc - Information Technology
University of Cape Coast
Cape Coast, Ghana06.2012
Skills
- Communication
- Problem-Solving
- Customer Relationship Management (CRM)
- Multitasking
- Technical Proficiency
- Conflict Resolution
- Time Management
- Team Collaboration
- Product Knowledge
Certification
Google IT Support Professional - In Progress
References
Available upon request.
Timeline
Technical Support Representative
Raadl IT Solutions
08.2023 - Current
Customer Success Advisor
Feman Media Agency Ltd
09.2020 - 07.2023
IT Operations Associate
Zetra Energy
11.2015 - 02.2017
Msc - Management
Imo State University
BBa - Business Information Systems
Zenith University College
BSc - Information Technology
University of Cape Coast
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