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Work Background
Crossover for WorkCustomer Support Agent
Jun. 2020 - May. 2021Remote• Maintained exceptional customer service with a Customer Satisfaction rate of over 90% across various products including Kayako, SchoolLoop, BiznessApps, ACRM, GoMembers, and OnDemand.
• Oversaw front-line services focused on resolution, efficiency, emotional intelligence, and customer satisfaction for users across platforms.
• Established excellent customer relationships while managing sensitive situations and troubleshooting complex problems.
• Diagnosed, investigated, and proffered solutions to complex problems while leveraging databases of existing issues, debugging tools, and lab simulations to generate solutions that increased productivity and efficiency.
• Successfully maintained a First Contact Resolution of +80% and a CSAT of +90%.
Louisville Girls High SchoolIT Director
Jan. 2016 - Jul. 2018• Oversaw the upgrade of the school's entire network infrastructure, setting up of the school's audio-visual laboratory and electronic library.
• Implemented an intranet system that allowed teachers to input student scores into the e-reporting application from the comfort of their offices.
• Headed a 10-person team that produced, implemented and printed student e-reports for examinations; reduced errors in reporting by over 80%.
• Implemented an intranet system for the school's accounts office that allowed them access across their systems to the school's accounting application in real-time.
• Advised the school management team on ICT issues and reduced vendor costs drastically.
• Provided and facilitated regular training and training manuals for staff members and students on the use of the school's ICT facilities and equipment.
• Managed the school's online and offline databases to ensure data accuracy and integrity; reduced loss and redundancy.
• Managed all data backup, security and user help systems.
• Developed computer information resources, providing for data security and control, strategic computing, and disaster recovery.
• Planned, coordinated and implemented security measures to safeguard information in computer files against accidental or unauthorized damage, modification or disclosure.
African Commission on Human and Peoples' RightsIT Officer
Mar. 2013 - Mar. 2014The Gambia• Member of a 2-person team that oversaw the entire upgrade of the network infrastructure of the entire office building; the success of the network upgrade restored access to the African Union e-mail servers and AU-wide phone networking system.
• Implemented a firewall system that provided internet load balancing features, blocked unauthorized access to certain websites during office hours, prevented hacks and unauthorized access to our internet facilities.
• Developed an ICT equipment and accessories inventory system for the entire office for proper recording keeping and monitoring of movement of ICT equipment and accessories.
• Implemented AU standard security policies on all office laptops and PCs to prevent unauthorized access to sensitive information.
• Implemented an intranet file sharing system for members of various sub-groups working on similar projects.
deveopment associates internationalTechnology analyst/DB Admin
Jan. 2013 - Mar. 2014Nigeria- Handle all technology related issues
- Develop and maintain database for DAI - Train personnel on usage of technology related gadgets
Development Associates InternationalAdmin Officer
Feb. 2012 - Dec. 2012Ibadan NigeriaHandled Correspondence between students for MA Program
Handled correspondence between Country Director (DAI) and MA Director (DAI)
Assisted Country Director (DAI) in all administrative duties
Provided/Procured all learning materials for the MA program
Government House Benin CityInformation System Analyst
Nov. 2010 - Sep. 2011Benin City Nigeria• Developed a file indexing and sorting system that allowed staff members to store and retrieve files faster.
• Prepared memos and meeting briefings for the Chief Executive Officer of the Directorate.
Ideal Konsult LimitedNetwork Engineer/Instructor
Apr. 2009 - Sep. 2009
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