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Willis Chibueze Ozoemena
Lagos
Work Preference
Summary
Results-driven IT professional specializing in network engineering and administration. Skilled in designing and managing LAN/WAN infrastructures while optimizing network systems and enhancing service delivery. Experienced in migrating clients to secure cloud solutions and fostering strong customer relationships. Committed to improving network reliability and client satisfaction through effective collaboration and support.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Network Engineer
921 Networks
05.2023 - Current
- Install and configure routers, switches, firewalls, and network appliances.
- Design, configure, and maintain LAN/WAN infrastructures, VPNs, and wireless networks.
- Manage network capacity, upgrades, and performance tuning.
- Monitored network performance and troubleshoot connectivity issues to enhance system reliability.
- Collaborated with IT teams to optimize network efficiency and scalability for growing organizational needs.
- Create and maintain comprehensive network documentation and diagrams.
- Provided technical support for network issues and escalated critical incidents to ensure timely resolution.
- Ensure compliance with company policies and industry standards.
Customer Support Agent
Clipboard Health
05.2022 - 02.2023
- Processed customer inquiries via phone and email, ensuring timely resolution.
- Identified and assessed customer needs, enhancing overall satisfaction.
- Strived for the one contact resolution goal and eliminated the need for follow-up.
- Fostered strong relationships through open and engaging communication.
- Collaborated with team members to onboard over 30 health workers and facilities for Clipboard Health.
IT Administrator and Project Manager
Daveed Designs and Construction
08.2020 - 04.2022
- Consulted with internal/external customers on technical solutions, project planning, and issue resolution to ensure seamless implementation.
- Performed routine maintenance on hardware to ensure optimal performance.
- Created End-User Manual and supplementary documentation for user guidance.
- Cultivated client relationships that enhanced satisfaction and loyalty.
Office 365 Technical Ambassador (REMOTE)
Upwork Inc
03.2020 - 06.2020
- Functioned as the primary technical contact, delivering advanced troubleshooting and problem-solving solutions for corporate customers, including issues escalated to highest management levels.
- Collaborated with cross-team and cross-product colleagues to resolve complex customer technical issues.
- Coordinated with subject matter experts and escalation managers for additional support as needed.
Technical Support Engineer Level 2
Tek Expert Nigeria Limited
10.2018 - 05.2020
- Delivered advanced technical troubleshooting and problem-solving solutions for corporate customers, addressing issues escalated to highest management levels.
- Resolved customer problems by collaborating on cross-team and cross-product technical issues with colleagues, ensuring timely solutions.
- Sought additional support by collaborating with subject matter experts and escalation managers.
- Engaged workforce to embody firm's values and consistently provide outstanding service to clients.
Member, Solution Delivery Unit
Lotus Beta Analytics Nigeria
Lekki
05.2016 - 09.2018
- Facilitated customer satisfaction by delivering project outcomes within defined scope, cost, and timeline.
- Office 365 optimization for 2 financial institutions hereby increasing productivity by 40%.
- Implemented end-point management solution for 3 organizations increasing software management by 20%.
- Delivered projects on schedule, consistently meeting established deadlines.
- Monitored adherence to specified systems, processes, and methodologies to support effective service delivery.
Customer Service Representative/Network Engineer
Cyberspace Networks Limited
VI
05.2014 - 08.2014
- Handled approximately 20 customer requests daily, ensuring timely responses.
- Reorganized the call escalation protocol to increase productivity by 20%.
- Applied effective service techniques to enhance customer experience at client sites.
- Delivered customer service via telephone and email, addressing inquiries and resolving issues.
Education
B.Sc. - Information Technology
Ghana Communication Technology University
Accra, Ghana01-2015
Skills
- Network design
- Network monitoring
- Network reliability
- IT hardware support
- Microsoft Enterprise mobile security
- Data Analytics
- Technical documentation
- Technical collaboration
- Project coordination
- Client support
- Microsoft Office
- Problem solving
- Critical thinking
- Organization skills
- Ability to work independently or in a team
- Effective communication
Certification
- Diploma in Networking, CRITAC, Accra, Ghana, 2015
- Diploma in Hardware and Software Engineering, PCB Computer Training Institute, Ajah, Lagos, 2013
Publications
- A Surveillance Wireless Camera Sensor Network System for Intrusion Detection using Image Processing Techniques, 08/01/15
- Security of Surveillance Wireless Camera Sensor Network Systems using Embedding Techniques for Authentication, 11/01/15
Languages
English
Beginner
A1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Volunteering
Timeline
Network Engineer
921 Networks
05.2023 - Current
Customer Support Agent
Clipboard Health
05.2022 - 02.2023
IT Administrator and Project Manager
Daveed Designs and Construction
08.2020 - 04.2022
Office 365 Technical Ambassador (REMOTE)
Upwork Inc
03.2020 - 06.2020
Technical Support Engineer Level 2
Tek Expert Nigeria Limited
10.2018 - 05.2020
Member, Solution Delivery Unit
Lotus Beta Analytics Nigeria
05.2016 - 09.2018
Customer Service Representative/Network Engineer
Cyberspace Networks Limited
05.2014 - 08.2014
B.Sc. - Information Technology
Ghana Communication Technology University