Paulyn Kelechi Nwanyanwu
Technical Support Engineer
Lagos
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
Work History
Technical Support Engineer
Tek Experts, 17, Mbadiwe
Lagos
2021.09 - Current
- Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue
- Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed
- Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases
- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes
- Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue
- Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Served as primary point of contact for support relating to owned solutions and products.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Researched new tactics to better hone responses and shorten remediation times.
- Gathered trend data from customer calls and interactions.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Delivered Tier-3 support and SME input to internal and external customers.
- Designed tailored engineering solutions for customers based upon key requirements.
- Performed root cause analysis of reported issues to enact corrections.
- Documented faults and bugs for referral to development staff for use in updates.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Communicated with stakeholders to share critical technical information and deliver project updates.
User Support Technician
Soft Syntax Limited
Coker, Lagos
2015.10 - 2021.08
- Handled EOD, EOM and EOY routines
- Communicated electronically and in person with computer users experiencing difficulties to determine and document problems experienced
- Handled data migrations and implementation from one platform to another.
- Accessed handler guides, technical manuals and other papers to research and device solutions
- Replicated, detected and fixed technical difficulties met by users
- Composed, prepared and sustained a problems and solutions log for use by other technical backing specialists
- Partook in the reform of applications and other software.
- Provided on-call support for critical issues related to banking applications.
- Retained existing clients and developed new accounts by extending high quality and efficient support service.
- Maintained and updated Micro Finance Bank customer service database.
- Compiled and accurately entered data for each customer encounter to record in system.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Patiently walked individuals through basic troubleshooting tasks.
- Devised solutions to operations issues related to software applications, working closely via phone, email, live chat and web teleconference.
- Documented support interactions for future reference.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
User Content Technician
Gistme Telecommunications
Osapa London
2014.10 - 2015.09
- Handled Content Management on Gistme Communications Limited platforms with regular Telecommunications organizations such as Huawei, MTN Nigeria, Airtel, Globacom and Etisalat
- Handled routine software and hardware Maintenance for content management systems
- Attended to Clients and follow up on services rendered on Ring Back Tones (RBT), Banking transactions, follow up on clients’ payment remittance
- Managed Gistme Communications Limited games platforms: (UTUM and UTUKN)
- Developed MOU Agreement Database Management System while converting paper system to automated system
- Designed, developed and managed various user’s platforms which include: www.bodyprogym.com, www.windloungelagos.com and www.kemchutahomesltd.com.
IT Software Support Technician
Finconnekt Limited
Lagos
2013.12 - 2014.10
- Assisted with Database Migrations from an legacy platform to the new platform
- Provided and designed information tools to assist in the management of business lines
- Supported data analysis inquiries from business partners and presenting results
- Identified and resolved database performance issues
- Assisted in developing security schemes for database environments as well as assisted in disaster recovery as necessary
- Analyzed document flow; research along with IT team, working with vendors in evaluating and implementing new technologies
- Supported users by conducting training; providing information; resolving problems
- Supported database functions by designing and coding utilities
- Provided occasional PC support
- Acted as a liaison to external trading partners to ensure timely problem resolution and transaction testing.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Software Application Support Technician (Intern)
Finconnekt Limited, Sanusi
Lagos
2012.05 - 2012.11
- Handled Database design and data migrations
- Handled and provided solutions to users on Fincore banking applications
- Managed Customer Relationship via email and cold calls to support clients
- Received and logged clients’ request using the Fincore issue tracker while ensuring timeliness of response
- Handled Routine hardware and software trouble shooting for users.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Used Microsoft Word and other software tools to create documents and other communications.
- Carried out day-to-day duties accurately and efficiently.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Education
Master of Science - Computer Science
University of Lagos
Lagos Nigeria 2021.07 - Current
Bachelor of Science - Computer Science
Federal University of Technology
Ondo State, Akure 2009.09 - 2014.04
Associate of Science - Computer Science
The Polytechnic, Ile-Ife
Osun State, Nigeria 2006.08 - 2008.09
No Degree - Oracle Database Administration
New Horizons Nigeria
Ikeja, Lagos. 2001.04 -
Skills
Assisting users in person and remotely with application-related concernsUtilizing technical training to resolve concerns related to software functionalityProviding phone and online support to usersWorking in a team-oriented environmentImplementing documentation protocols into departmental operationsSupporting audio-visual interface with computer workstations and telecommunications technologiesSoftware TechnologiesSage X3, Sage Pastel, SAP, MSSQL, MYSQL, Tableau, Python, Aspnet, Finacle core banking application, Drupal, Joomla, WordPress, Wix, Microsoft SuiteMicrosoft Dynamics 365 Finance and Operations -Account Payables
Performance Optimization
Remote Diagnostics
Root cause analysis
Application support
Customer service expert
Customer relationship management
Data recovery
Technical documents comprehension
Technical issues analysis
Desktop support
Accomplishments
- IT Project (2012): Data Migrations to Fincore Banking Application; Database and Server recovery and restore
- Final Year Project (2014): Web Based Multimodal Biometric Database
- System
- Gistme Communications (2015): Clients’ Database Management System with Microsoft Access and Excel
- Current Projects: Multiple projects on User applications support successes (on Sage X3, sage Pastel, User designs, data migrations), users’ satisfaction and more revenue and referrals to my company.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Technical Support Engineer
Tek Experts, 17, Mbadiwe
2021.09 - Current
Master of Science - Computer Science
University of Lagos
2021.07 - Current
User Support Technician
Soft Syntax Limited
2015.10 - 2021.08
User Content Technician
Gistme Telecommunications
2014.10 - 2015.09
IT Software Support Technician
Finconnekt Limited
2013.12 - 2014.10
Software Application Support Technician (Intern)
Finconnekt Limited, Sanusi
2012.05 - 2012.11
Bachelor of Science - Computer Science
Federal University of Technology
2009.09 - 2014.04
Associate of Science - Computer Science
The Polytechnic, Ile-Ife
2006.08 - 2008.09
No Degree - Oracle Database Administration
New Horizons Nigeria
2001.04 -