Ensured customer satisfaction through effective support through multiple channels, advocacy, proactive problem-solving, and collaborative efforts across multiple teams.• Took full ownership of a daily average of 30 support requests through tickets, email, phone, and Teams/Zoom, and achieved 95% CSAT score on every interaction, First Time Response and other internal KPI metrics, resulting to increased customer retention.• Identified and solved numerous one touch tickets leading to happy customers as a result of faster turnaround time for request resolution and closure.• Provided viable workarounds to customers for known and unknown bugs/issues ensuring business operations continuity and satisfaction for customers pending hotfix release.• Recommended and documented new support processes and contributed to the internal knowledge base on Confluence, enhancing team efficiency and problem-solving.• Debugged HTML & CSS issues, configured and customized clients’ application instances leading to reduced escalations to next level support tier or development team.• Suggested and assisted Technical Writers weekly to develop user-friendly articles for the public-facing Help Center, improving customer self-service capabilities, and significantly reduced repetitive inquiries and support ticket volume.• Identified, investigated and reported bugs including feature requests on product boards in a timely, clear and concise manner, helping the development team’s efficiency in backlog prioritization and solution formulation.• Participated in incident reporting, pre-release testing and customer success meetings, leading to cross functional teams’ better understanding of customers’ pain points, resulting into improved products user experience with products.

Provided technical support for end-users of software applications, mobile, desktop and peripheral devices used in the operations of the City’s COVID-19 Vaccination Clinic.• Ensured seamless device/application availability and network connectivity to end-users resulting to increased user productivity and patient satisfaction.•Acted as a liaison for onsite clinic employees to the Regional Municipality of York and other agencies in support of the IT devices being utilized in the clinical environment, including authentication and application support.

Hired and managed web developers to successfully design, test and timely launch a human resources solutions website for employers and job seekers.• Created project technical requirements based off user stories leading to clear product idea and realistic goal setting across functional teams to achieve project objectives.• Facilitated user acceptance testing, go-live, post launch activities and demos to prospective clients generating high sales leads and deals.• Developed and maintained product documentation, help articles & how-to videos, SOPs, and ensured compliance resulting to better team efficiency.• Performed tracking & audit of projects, checked for bugs, tested and deployed new builds, fixes, changes and patches, resulting to timely completion of project.• Modelled funnels and tracked users issues, traffic, website navigation, leads, and generated sales leads/ROI through using Google analytics, Mouseflow and other analytics platforms.

Answered inbound calls and placed scheduled outbound calls to support customers on Rogers Telecoms products. • Achieved 95% CSAT on customer interactions through carrying out effective case resolution or escalation. • Maintained efficient documentation of customer interactions contributing to process improvement and team efficiency.

• Supervised a team of 5 maintenance technicians, planned and scheduled installation, maintenance and decommissioning of alarm and CCTV systems• Prepared monthly reports for performance analysis and formulated procedures for improvement• Attended service performance review meetings, implemented and maintained new processes to address clients concerns and oversaw timely delivery of on-demand and after sales support to clients

• Coordinated provision of L1/L2 support requests to end users, and oversaw troubleshooting, maintenance, repairs, and upgrade services for servers systems & client OS devices.• Developed SOPs, training manuals, and documented accurately, incidents, problems and resolutions while adhering to best practices.• Performed need analysis, quarterly audit and inventory of hardware, software, licenses, and made recommendations for process and procedure improvement.• Reduced influx of tickets and enhanced technological proficiency and basic troubleshooting skills of end-users by 20%, through developing and maintaining internal knowledge base articles. • Improved turn-around time for ticket resolution by 20% through strong prioritization, organizational and creative & proactive problem solving skills.

Honeywell Group Ltd A robust 18months business management training program designed to train graduates from diverse academic background to become excellent enterprise and project managers through exposure to the company’s core diversified businesses and in-class business management training that develops technical skills, behavioral competence and strategic awareness of participants.First Subsidiary Posting:Honeywell Flour Mills PlcNov 2014 – July 2015Human Resource, Accounts & Supply Chain departments Human Resource: assisted in the recruitment of interns and conduction of induction programs.Accomplishment: set up a corporate library for the company Supply Chain: stock & allocation planning, fleet scheduling, vehicle inspection & registration, vendor engagement and billing, documents validation, waybills & Form M preparation.Accounts: petty cash handling using Microsoft Dynamics ERP.Second Subsidiary Posting:Pavilion Technology Ltd May 2014 – Oct 2014Worked in IT, Technical and Finance departmentsIT: worked directly with team of 5 people including the IT Manager as they run day-to-day activities of the department. Also assigned to attend to IT related complaint from users.Technical: worked with a team of 10 people (manager, supervisors & technicians) and assisted in installing, commissioning & maintaining CCTV cameras and alarm systems at client locations.Finance: tasked with daily data sorting& analysis, petty cash management & invoicing.

Huaxin Consulting(A member of China Communications Service GroupProvided integrated and telecoms support and services to major network operators and vendors.• Built and maintained solid relationships with new and existing clients which consequently acquired an additional 30% businesses and increased ROI for the company within the 1st year.• Successfully guided field team of 5 individuals for radio network data collection for analysis and optimization recommendation purposes.• Post processed drive data and recommended actions provided to concern network operators helped in reducing call-drop issues experienced at the time by about 55%.• Performed analysis of network key performance indicators (KPIs), Stats & Parameters that helped achieve continuous quality network provision to subscribers.• Effectively interacted with the field and back office support team of over 100 people which ensured every project set objectives & timelines were met and surpassed in 20% of cases.