Personal details
Cynthia Iwunna
Cynthia Iwunna
Cloud Engineer |Technical Support Engineer| Data Analyst
-
Profile
-
Satellite Town
102102 Lagos Nigeria
linkedin.com/in/cynthiaiwunna-
Skills
An enthusiastic Information Technology Specialist with over six (6) years of
professional experience. Successful at troubleshooting and handling customer
support issues in a timely manner and, provides exceptional customer service
satisfaction through active listening and problem-solving with established
procedures in addition to finding root causes for problem. I have intermediate
knowledge in Cloud computing (such as Azure App Services, Azure Virtual
Machines, and Azure Active Directory) and I am looking forward to enhancing
my skills in Data Analysis and DevOps
Education
Cloud Computing
SQL
Customer Support
Analytical/Critical Thinking
Emotional Intelligence
National Open University Of Nigeria
BSc Computer Science
Jan 2015 - Dec 2019
Federal Polytechnic Nekede Owerri
Diploma Computer Science
Oct 2011 - Jan 2013
Employment
Microsoft Office Suite
Google Suite
Time Management
Collaboration
Excellent communication Skills
Ability to Multitask
Excellent Organization Skill
Languages
English
Achievements
Four (4) times recognition for
being a 5 star hero. (Tek
Experts -2020 & 2021)
IT service desk analyst with
best Telephone Etiquette
(Access Bank 2018)
Microsoft Azure App Service Technical
Jan 2022 - Present
Support Engineer
Tek Experts, Lagos
Troubleshoot and resolve availability of customers Web Applications and
APIs.
Engage Customers via Microsoft Teams remote sessions, email, chat,
and phone calls to solve application issues in the production environment.
Drive customer satisfaction by escalating unresolved issues to
appropriate internal teams (e.g., SMEs, Technical Advisers, and Product
engineering teams).
Document customer communications, technical processes, and solutions
using support ticket management software to facilitate seamless ticket
handovers across time zones.
Attend feedback meetings with the Quality Assessment Team (QA) to
improve case health.
Guiding clients using automation to deploy and configure their Azure
resources.
Microsoft Azure Billing and Subscription
Jul 2019 - Dec 2021
specialist
Tek Experts, Lagos
Identified and assisted with implementing the most optimal cloud-based
cost solutions to Microsoft Azure customers.
Provided billing expertise in managing multiple projects simultaneously
across multiple Azure accounts / subscriptions.
Troubleshoot and resolve clients’ issues regarding accessing their Azure
subscriptions, payment methods and Azure Active Directory.
Assisted clients with subscription migration across Azure account and
Azure Active Directory.
Analyzed and interpreted Customer subscription usage reports.
Provided detailed documentation on plans, implementation and
troubleshooting steps.
IT Service Desk / Data Analyst
Jun 2014 - Jul 2019
Access Bank Plc, Lagos
Provided First level support to all IT related Issues by resolving tickets
logged in the Service desk application per defined SLA.
Provided technical support for the core banking application, Flexcube and
other banking Applications.
Gathered, organized, and interpreted statistical data from the database to
provide reports to , and answer questions from several stakeholders.
Prepared reports for executive leadership that effectively communicate
trends, patterns, and predictions using relevant data.
Trainee
Mar 2013 - Apr 2014
Guarantee Trust Holding Company Plc, Plural House Lagos
Monitored allocated Shipping documents.
Provided feedback on Shipping Documents.
Managing and pulling charts for daily reports.
Reporting of daily reports for effective analysis by the supervisor.
Maintaining and accepting all freight forwarding documents.
Scanning and updating of Pre-Arrival Assessment Report (PAAR) for the
Customer.
Certificates
AWS Certified Cloud Practitioner
Microsoft Certified Azure Fundamentals
(AZ-900)
Feelings Customer Service Training.
Certificate of Completion.
IT Service Desk Management
Fundamentals
Jobberman Soft Skill Training
Certificate of Completion.
Courses
Database Security for Cyber Professionals
Data, Database and Mining
introduction to Data analytics using
Microsoft Power BI
References
References available upon request.
