Electrical Engineer with 12 years experience in Telecom

Previous Employment Details:

NSMC Engineer, Network Services Management Center - May 2019 - Present
MTN Nigeria (Mactay Consulting Limited), Lagos - Nigeria

*Oversees network management, fault detection, analysis, troubleshooting, escalation and resolution of all network related faults.
*Actively involved in network performance monitoring, fault management and consistently maintains minimal MTTR (mean time to repair)
*Follows standard procedure/ metrics for proper escalation of unresolved customer issues to the appropriate internal teams/ vendors.
*Ensures vendors contractual obligation to KPIs (MTTR, Planned preventive maintenance etc)
*Effectively monitors IP security and firewall systems in MTN network operation center.
*Carries out network management, fault detection, troubleshooting, escalation and resolution of all core and transmission nodes.
*Escalates all faulty devices or hardware detected after troubleshooting to the support team for replacement and assists with resolution of complex faults which improves network performance consistently.
*Maximizes network performance by monitoring performance, troubleshooting network problems and outages.
*Provides prompt, accurate and regular feedback to customers. Ensures proper follow up and closure of all pending/ resolved tickets, this improves customer satisfaction and saves MTN money from litigations.
*Co-works with other teams to perform incident/ problem management on different connectivity service.
*Identifies and resolves private network problem in coordination with internal and external parties for smooth execution of jobs, ensures an integrated and uninterrupted service is maintained.
*Manages data and internet network related faults, escalates to vendors/ stakeholders and ensures prompt resolution.

Channel Quality and Compliance Officer (Process) - March 2017 - April 2019
MTN Nigeria (Mactay Consulting Limited), Lagos - Nigeria

*Monitored end to end process for access right creation, modification and deactivation for staff. (Achieved 99 - 100% on access management regularly)
*Performed forensic/ fraud detection analysis which consistently save MTN Nigeria from losses.
*Ensured total compliance with implementation of service guarantee package (compensation) in place for customers.
*Performed periodic audit for compensation activities.
*Effectively monitored transactions performed by process owners to identify non compliance.
*Generates relevant reports (daily, weekly and monthly) that assisted management in making viable decision for the business need.
*Collected, summarized, analyzed and interpreted data that assisted in making intelligent decision which supported critical business needs.

Channel Quality and Compliance Officer (Online) - June 2014 - March 2017
MTN Nigeria (Mactay Consulting Limited), Lagos - Nigeria

*Actively involved in Total Quality Management.
*Monitored quality of service offered by customer care representatives across all touch points to ensure uniformity and consistency.
*Initiated operations improvement attitudes in CCRs which improved overall call center productivity by 15%.
*Analyzed call volume and average call time to monitor customer service representative's performance and productivity.
*Conducted regular calibration sessions which helped achieve consistency in evaluation process and ensured compliance to customer relations quality management metrics.
*Participated in call monitoring/ evaluation to ensure compliance with set targets and service levels.
*Drafted, interpreted and implemented quality assurance standards, policies and procedures. This led to overall service improvement in the call center, customer satisfaction and increased revenue for the business (MTN Nigeria)
*Identified training needs and organized training/ coaching interventions to meet quality standards.
*Analyzed data to identify areas of improvement in the quality system.
*Developed all process controls and metrics for daily management of the call center.
*Conducted daily call evaluation within the online assistance center adhering to agreed quality standards.
*Delivered quality control guideline (QCG) training for customer care representatives. Identified and communicated audit gaps to all stakeholders, followed-up to ensure audit recommendations are implemented.

Customer Care Representative (Online Customer Assistance Center) - September 2009 - May 2014
MTN Nigeria (Communication Network Support Services Limited), Lagos - Nigeria

*Improved call center functionality and service capacity by resolving customer efficiently and quickly.
*Met or exceeded service and quality standards every review period. (Achieved 100% in quality every month for 4 years)
*Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
*Accurately documented, researched and resolved customer service issues.
*Managed high call volume with tact and professionalism. Promptly resolved customer issues, ensured customer satisfaction, left them with a wow experience and achieved customer retention.
*Identified chronic customer issues by creating and maintaining customer complaint log.
*Solved service, pricing and technical problems for customers by asking clear and specific questions.
*Assisted in prompt resolution and escalation of customer queries to relevant stake holders. (IS & NWG)

Service/ Installation Engineer - April 2009 - August 2009
Royal Power and Energy Limited, Lagos - Nigeria

*Designed and installed UPS systems for bank ATM systems, offices and homes.
*Installed Inverter systems for banks ATM systems, offices and homes.
*Participated in electrical drafting/ design of many projects.

Installation/ Maintenance Engineer - May 2008 - March 2009
Surveillance and Communication Technologies, Port-Harcourt - Nigeria

*Carried out integrated electronic security installations, programming and maintenance (Fire alarm systems, smoke/ heat detection systems, electro fence systems, perimeter fence/ barrier gates and access control systems)
*Installed and maintained CCTV devices / equipment for different clients (Surveillance cameras; tele eye, speed dome, fixed dome, ever focus)
*Carried out configuration of electronic security systems.
*Involved in fiber optic splicing.

ICT Trainee Engineer - September 2007 - April 2008
Tele Data Engineering, Port-Harcourt - Nigeria

*Trained on computer networking.
*Participated in Cisco router and switch configuration.
*Provided network fault troubleshooting and maintenance.
*Involved in network management and performance monitoring which ensured stability of service.