Chidera Onwuka

Responded to and resolved customer inquiries related to computer software or hardware operations within specified SLA windows via chat, email, and call sessions. Monitored and prioritized support tickets based on urgency and impact to ensure timely responses. Utilized remote login tools to assist customers with technical and product questions, ensuring customer satisfaction. Documented all custome

Resolved an average of 95% of technical issues on the first call, resulting in a 25% increase in customer satisfaction. Troubleshoot network connectivity problems such as router configurations, IP addressing, and DHCP server setup. Mentored junior support engineers, resulting in a 25% increase in their resolution rates and a 30% decrease in escalation rates. Implemented a ticket prioritization sys

Responded to and resolved customer inquiries related to computer software or hardware operations within specified SLA windows via chat, email, and call sessions. Monitored and prioritized support tickets based on urgency and impact to ensure timely responses. Utilized remote login tools to assist customers with technical and product questions, ensuring customer satisfaction. Documented all custome

Provided technical support for macOS and iOS devices to customers via phone and email, resolving an average of 50 daily inquiries with a 95% customer satisfaction rating. Collaborated with cross-functional teams to troubleshoot and resolve complex technical issues, resulting in a 30% reduction in average resolution time. Conducted root cause analysis on recurring technical issues, identifying and

Successfully configured and maintained diverse telecommunications devices, such as Ruckus APs, Ubiquiti switches, Mikrotik routers, Cambium devices, and other network devices, resulting in a 90% increase in network speed and a 70% decrease in latency. Configured seamless connectivity through expert BGP, WAN, LAN, VLAN, and IP routing setup. Analyzed network traffic captures using tcpdump, Wireshar

Successfully configured and maintained diverse telecommunications devices, such as Ruckus APs, Ubiquiti switches, Mikrotik routers, Cambium devices, and other network devices, resulting in a 90% increase in network speed and a 70% decrease in latency. Configured seamless connectivity through expert BGP, WAN, LAN, VLAN, and IP routing setup Analyzed network traffic captures using tcpdump, Wireshark

Provided technical support for macOS and iOS devices to customers via phone and email, resolving an average of 50 daily inquiries with a 95% customer satisfaction rating. Collaborated with cross-functional teams to troubleshoot and resolve complex technical issues, resulting in a 30% reduction in average resolution time. Conducted root cause analysis on recurring technical issues, identifying and

Resolved an average of 95% of technical issues on the first call, resulting in a 25% increase in customer satisfaction Troubleshoot network connectivity problems such as router configurations, IP addressing, and DHCP server setup. Mentored junior support engineers, resulting in a 25% increase in their resolution rates and a 30% decrease in escalation rates Implemented a ticket prioritization syste