Afamefuna Obidigbo Eit, Capm,Cc Email & Phone Number

Winnipeg, Mb, Ca

Canada

The role aids in developing installation tools and best practices to improve installation processes in the Operations Department.This position is also responsible for aiding in customer escalations and should have a strong background in Field Services installing Voice, HSIA, and Video services in the hospitality market

Winnipeg, Manitoba, Canada

Lead the Business Service Delivery team of 20 IT specialists responsible for supporting business technicians with back-end programming and network configurations and the delivery of information systems to new business partners.Responsibilities• Mentor and encourage the continuous improvement of team members.• Deliver best-in-class client and technician experience both internally and externally.• Develop and adhere to individual and team-based guidelines and metrics.• Work with all stakeholders to ensure proper communication is delivered for new initiatives/projects.• Work with Operation leadership to create alignment and consistency amongst teams nationally and coordinate on seamless delivery of information and needs based on team requirements.• Assist with the creation and delivery of business-specific training resources.• Support career progression and engaging enrichment opportunities.Accomplishments:Improved the efficiency of the team and their average speed of answer by 50 % while guaranteeing the quality of their ticket (First call resolution) stayed above 96%

Winnipeg, Manitoba, Canada

Lead and support the Consumer provisioning and activation specialist team by providing ongoing coaching, support, and feedback to ensure we meet our daily objectivesResponsibilities• Oversee the recruitment and selection process to ensure efficient staffing levels• Motivate and support employees to ensure optimum engagement levels• Oversee the performance management process for the team (coaching, reviews, and discipline)• Communicate departmental targets and follow-up accordingly• Develop and implement processes to achieve company goals• Identify training requirements to achieve maximum results• Assist in resolving escalated customer situations• Develop Incentive Plans to engage and drive performanceAccomplishments:Lead the Activations team through the transition to remote work utilizing the technology to build new ways to collaborate, onboard, and develop team relationships allowing the department to migrate from a regional team to a national remote team across Canada while maintaining the quality of our interactions with the technicians and customers alike.

Winnipeg, Canada Area

Technical Trainer & New Product Launch Specialist• Participate in learning initiatives and product trials focused on the first phase of new technologies and product introductions in preparation for facilitating in-class and in-field training for In-Home Technicians• Facilitate new hire onboarding and continuous learning programs for In-Home Technicians.• Training, mentoring, and coaching through ride-along and one-on-ones with team members.Development & Safety• Adheres to Shaw Health & Safety/Fleet Standards and promotes a culture of safety• Facilitates technician certification/recertification of safety standards• Excellent communication, mentoring, problem-solving, and customer awareness skills.• Act as an advocate for change by reinforcing and promoting organizational initiatives while supporting others through the transition.• Constructive collaboration with leaders, teams, and various departments to deliver on goals and organizational initiatives.• Identify individual technician team trends of in-Home craftsmanship and customer experience and coordinate meetings with leaders and technicians to review.Operational Efficiencies, Feedback & Recommendations• Identify the root cause of Chronic repeat calls and document solutions to share with the technician and leadership team to promote a first-call resolution.• Complete highly escalated calls including Executive/Advocacy escalations to own the call to resolution.• Apply Lean methodology to identify opportunities and provide suggestions to improve efficiencies of In-Home Technician and Specialist roles.• Drive consistency through clear expectations and accountabilities via communication and training enabling our In-Home Technicians to deliver best-in-class customer experience and craft• Expert Knowledge of all aspects of the In-Home Technician Role.• Provide training insights or knowledge gaps to the leadership team and help support the growth of the technicians

Winnipeg, Canada Area

Responsible for ensuring the installation and repair of Residential services and occasionally Business customers to ensure we deliver an outstanding customer experience.Responsibilities• Operate and understand test equipment related to the maintenance of 2-way coaxial and fibre systems including system analyzers, field strength meters and leakage monitors• Install and troubleshoot Wireless local area networks• Detect, diagnose and correct issues affecting the services of Shaw customers in a safe and controlled manner• Install residential wiring, including drops, outlet wiring, and building infrastructure • Respond to and resolve customer service issues arising from the installation and operation of the Shaw High-Speed Internet, Digital Phone and/or cable services with an extreme emphasis on first-call resolution• Track noise RF noise on Shaw hybrid fibre coax network and work with the maintenance and network team to resolve issues emanating from the Head ends and signal Amplifiers

Winnipeg, Canada Area

Provide knowledgeable technical support and troubleshooting guide to over 3 million Shaw customers pertaining to network, Internet, cable, digital phone, and computer issuesResponsibilities: Deliver exceptional customer experience• Educate customers in realizing the full benefit of their Shaw products and services• Assisting customers with virus and malware detection and removal using Remote desktop Assistance tools• Email setup and Client configuration on Microsoft outlook, Windows live mail, mac mail, apple IOS Mail Client and Android Mail Clients• Installation of residential local area networks working with Cisco and Motorola modems• Troubleshooting phone line connection and maintenance• Monitor Radio Frequency connection to customer’s modems, and set-top boxes• Promote and sell the features, advantages, and benefits of Shaw products and services to our customers • Employ time management and multi-tasking skills to maintain high service levels• Thoroughly document customer interactions and escalate potential service issues• proficient in Windows 7, Windows 8, Mac OS, apple IOS, Blackberry, and Android mobile devices

Abuja, Nigeria

Supervise 7 technicians responsible for supporting the phone system in NNPC head office supporting over 5000 staff within a Private Branch Exchange (PBX) switching system.Responsibilities Oversee information systems projects including new implementations or upgrades of the existing system Maintain the Local Area Network (LAN) for the telephone network within the towers. Maintain the PABX switchboards Troubleshooting and fixing power over Ethernet connections to phone systems. Facilitate the training of new hire Technicians in the department educating them in reading schematic diagrams and proper wiring techniquesAccomplishments: Led the upgrade project transitioning the phone system to a voice-over-internet system using Cisco VoIP Phone and was involved in the combining of the phone department with the internet department in the towers

Port Harcourt, Rivers State, Nigeria

Responsible for the IT support required for the branch office, supporting 7 staff with all their IT needs. Responsibilities Assemble and upgrade staff desktop computers. Troubleshoot and repair staff desktop computers. Hands-on experience in analyzing, designing, maintaining, and implementing internet systems and hardware infrastructure, Work with Cisco/Meraki, Microsoft, and Citrix Perform preventive maintenance on staff computers ad printers. Provide support to staff for handling new upgrades and new software.

Apegm, Engineering Licence, Electrical And Computer Engineering

Business Management Certificate

Objective: Understanding of the fundamental skills necessary for leading teams and achieving results through others and functioning.

Post Graduate Diploma, Network Security

Objectives: Building and maintaining Local Area Networks as well as Wide area networks workings with networks routers, Server Operating.

Information Assurance And Security Certificate

Objective: Assuring information and managing risks related to the use, processing, storage, and transmission of information or data.

Bachelor Of Engineering (B.Eng.), Electrical And Electronics Engineering

Specializing on Telecommunication and Electromagnetism