idemudia oiku

I’m a customer-focused remote Customer Support Specialist and Network Operations Center (NOC) Team Lead with 7+ years of experience resolving customer inquiries, managing support tickets, and providing technical assistance across telecommunications and technology environments. I focus on building strong customer relationships while keeping service quality high in fast-paced remote settings.

In my current role as Team Lead – Network Operations Center (NOC) at Tyllium Nigeria Limited, I manage customer-impacting incidents and coordinate resolutions with technical teams. I communicate service updates and outage information to stakeholders, monitor ticket queues to ensure SLA compliance, and maintain accurate incident documentation in ServiceNow. I’ve reduced network downtime by 70%, improved incident resolution time by 25%, and helped maintain 99.9% service availability.

Previously, as Operations & Maintenance Officer at I-Engineering Nigeria Limited, I logged, tracked, and resolved support tickets using ServiceNow and supported customers during service disruptions. I maintained case progress communication with customers and escalated critical incidents when needed—delivering a 50% downtime reduction, 15% improved service resolution efficiency, and 99.9% uptime support.

Earlier, I worked as a Network Surveillance Specialist at Infravision Limited, where I responded to incidents, managed tickets, produced performance reports, and collaborated remotely with engineers to drive timely resolution. Before that, I supported customers at MTN Nigeria Communications (handling 50+ interactions daily and improving retention through exceptional service) and started with end-user and Active Directory support as an IT Support Intern at Transmission Company of Nigeria (TCN).