COChidera Onwuka
@chideraikeogu
Technical Support Advisor with over 4 years of experience
CanadaWhat I'm looking for
As a seasoned Technical Support Advisor with over 4 years of experience, I have honed my skills in providing exceptional customer service and technical support. With a proven track record in troubleshooting network and software issues, I have successfully reduced resolution time and improved customer satisfaction across various platforms.
My expertise in Linux, Shell Scripting, and Git has enabled me to effectively troubleshoot and resolve complex technical issues. I have also successfully mentored junior staff, resulting in improved resolution rates and reduced escalation rates.
I am passionate about leveraging my extensive technical expertise to enhance customer experience and contribute to process development as an Associate Technical Support Engineer II. With a strong background in AWS, Terraform, and Continuous Integration and Continuous Delivery (CI/CD), I am confident in my ability to drive process improvements and optimize system stability.
Experience
Work history, roles, and key accomplishments
Technical Support Engineer
Tizeti Network Limited
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
Technical Support Advisor
CONCENTRIX
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
Technical Support Advisor
InTouch CX
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
Technical Support Advisor
CONCENTRIX
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
Technical Support Advisor
InTouch CX
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
Network Engineer
Tizeti Network Limited
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
Network Engineer
Tizeti Network Limited
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
Technical Support Engineer
Tizeti Network Limited
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
Education
Degrees, certifications, and relevant coursework
Chidera hasn't added their education
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Location
CanadaAuthorized to work in
NigeriaJob categories
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