NNAMDI PRINCEWILL ENEKWE
Information Technology Professional
Summary
Proactive IT support professional with a proven ability to analyze, diagnose, and resolve computer and user support issues. Implemented multiple knowledge base solutions resulting in a 43% decrease in repeat tickets and improved user satisfaction scores. Expertise in analyzing computer hardware and software difficulties in customer-focused settings, providing thorough technical support, and resolving complicated technical issues. Knowledgeable with virtualization technologies and experienced with both Linux and Windows platforms. Over five years of experience configuring and maintaining standard operating systems and growing understanding of networking topology protocols. Eager to utilize IT industry expertise and experience to adapt and succeed in any role, as I quickly pick up new skills and enjoy learning.
Overview
11
11
years of professional experience
Work History
Customer Service Retention Advisor
Hastings Direct
06.2024 - Current
- Providing detailed product knowledge to customers, assisting them in making informed decisions about their purchases or subscriptions.
- Negotiating mutually beneficial solutions for both the company and its clients when handling cancellations or refunds requests.
- Increased customer account renewals through proactive account management and personalized offers.
- Improved overall customer satisfaction through active listening, empathy, and providing tailored solutions.
- Enhanced customer retention by addressing concerns and resolving issues in a timely manner.
- Utilized CRM systems efficiently for accurate record-keeping of client interactions, ensuring seamless follow-ups as needed.
- Assisted in training new employees on company policies, procedures, and best practices for customer retention efforts.
Fraud Analyst
TSYS: Total System Services, Inc
06.2023 - 06.2024
- Conducted thorough investigations of suspicious transactions, minimizing financial losses for customers and leading to the successful recovery of stolen funds.
- Evaluated external data sources for integration into existing fraud detection models to improve overall performance and effectiveness.
- Assisted in creating training materials for new team members, resulting in faster onboarding and increased productivity.
- Identified significant fraud trends through meticulous data analysis, contributing to strategic adjustments in fraud prevention tactics.
- Improved company's risk management processes through continuous monitoring, detection, and reporting of fraudulent activities.
IT Helpdesk/ First line support
Ikwu Logistics LTD
10.2022 - 01.2023
- Performed thorough diagnostics on reported issues before escalating them to higher-level support teams if needed, minimizing wasted time and resources spent on simple fixes that could have been resolved sooner.
- Assisted users in troubleshooting software and hardware problems, resulting in minimal disruption to daily tasks.
- Enhanced system performance by troubleshooting and resolving hardware, software, and network issues.
- Maintained technology equipment performance by configuring, diagnosing and repairing hardware.
- Supported company growth by assisting with the planning, purchasing, installation, and configuration of new computers during expansion periods.
- Served as a key resource for internal staff on all computer hardware-related inquiries, ensuring optimal productivity levels were maintained.
- Developed customized solutions for unique business requirements using a mix of off-the-shelf software packages and custom-developed tools.
ICT and Broadcast Engineer
KAFTAN TV
06.2019 - 10.2021
- As well as providing general IT helpdesk support, I was responsible for collaborating with production teams to accomplish smooth broadcasts, troubleshooting technical issues as they arose.
- Optimized audiovisual systems and kept signal strong, clear, and reliable with continuous monitoring and optimization of broadcast equipment.
- Assisted in designing state-of-the-art control rooms that facilitated efficient collaboration between various broadcasting and IT professionals.
- Reduced downtime during critical events by swiftly diagnosing root causes and applying appropriate fixes to restore functionality quickly.
- Maintained high availability of mission-critical systems by proactively identifying potential bottlenecks or weaknesses in the existing infrastructure.
- Enhanced overall broadcast performance by troubleshooting technical issues quickly, minimizing downtime during productions.
Technical Support/Project Team Staff
Interra Networks Ltd.
05.2016 - 07.2018
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Tested new software and hardware prior to deployment.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Enhanced security protocols, conducting thorough audits and implementing necessary updates to safeguard against potential threats.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
Project Manager
Monash University Australia (South Africa Campus)
02.2014 - 11.2014
- I managed a small team and we developed a fully customizable web system (CMS) in order to create dynamic web pages with various capacity and functions.
- Successfully managed multiple small projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
Education
Master of Science - Information and Technology
Leeds Beckett University
Leeds, United Kingdom 05.2021 - 2022.10
Post-Graduate Certificate - Korean Language
Yonsie University
Seoul, South Korea 04.2001 - 2019.11
Bachelor of Science - Information Technology
Monash University Australia
Johannesburg, South Africa 05.2011 - 2014.01
Intermediate Certificate - Information Technology
Monash University
Johannesburg, South Africa 05.2010 - 2010.12
West African Examination Council (WAEC) - Science
Bicados International Schools
Abuja, Nigeria07-2008
Cambridge Examination - Science
University of Cambridge International Exams
Abuja, Nigeria11-2008
Skills
- Skilled in OS Setup and Management
- Skilled in Advanced Technical Troubleshooting
- Cybersecurity Assessment
- Proficient in Microsoft Office Suite
- Proficient in Active Directory management, Group Policy & Ticketing systems
- IT Support Specialist
- Remote Technical Support
- Analytical Thinking
- Strategic Problem Resolution
- Project Coordination Expertise
- Effective Time Management
- Thorough Quality Assurance
- Proficient in CRM Systems
- Collaborative Teamwork
- Exhibits Professionalism in High-Stress Situations
- Adaptability in Dynamic Environments
- Clear Written and Oral Communication
Awards
- Certificate for Teaching English as Foreign Language (TEFL in class. 120 Hours), 2020
- Level 3 Certificate of Korean Language Studies, 2019
- Certificate of National Service, National Youth Service Corps (NYSC), 2015 - 2016
- Award for Most Valuable Player (MVP) Monash South Africa Men's Basketball, 2014 - 2015
- Certificate of Excellence, Presentation skills in Organizational behavior, 2012
- Certificate of Recognition, 3rd place Problem Solving for IT (ADP1012) (MSAFP Academic Awards), 2010
Timeline
Customer Service Retention Advisor
Hastings Direct
06.2024 - Current
Fraud Analyst
TSYS: Total System Services, Inc
06.2023 - 06.2024
IT Helpdesk/ First line support
Ikwu Logistics LTD
10.2022 - 01.2023
Master of Science - Information and Technology
Leeds Beckett University
05.2021 - 2022.10
ICT and Broadcast Engineer
KAFTAN TV
06.2019 - 10.2021
Technical Support/Project Team Staff
Interra Networks Ltd.
05.2016 - 07.2018
Project Manager
Monash University Australia (South Africa Campus)
02.2014 - 11.2014
Bachelor of Science - Information Technology
Monash University Australia
05.2011 - 2014.01
Intermediate Certificate - Information Technology
Monash University
05.2010 - 2010.12
Post-Graduate Certificate - Korean Language
Yonsie University
04.2001 - 2019.11
West African Examination Council (WAEC) - Science
Bicados International Schools
Cambridge Examination - Science
University of Cambridge International Exams
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