Echezona Damien Akabuobi

Akabuobi Echezona Damien IT Support & Customer Service Specialist LinkedIn: www.linkedin.com/in/echezona-damien-akabuobi Professional Summary IT Support & Customer Service Specialist with 5+ years’ experience delivering technical solutions and optimizing ERP systems for global organizations. Skilled in Microsoft 365, Dynamics 365, and network security, with a proven record of reducing downtime, enhancing system performance, and boosting customer satisfaction. Adept at bridging technical expertise with customer-centric support to drive efficiency and business growth. Core Skills • IT Support: Windows/Linux Administration, Networking, Cloud Platforms (AWS, Azure, Silo, KASM), Python • ERP & Finance: Dynamics AX 2012, D365 ERP Systems • Tools: G-Suite, QuickBooks, Slack, Zoom, Office 365, Vanta, AI Tools • Customer Support: Zendesk, Gorgias, Shopify, Recharge, Yotpo, Recurly, Front • Security: Endpoint Protection, Antivirus, Firewalls, IT Security Compliance Professional Experience Customer Service Representative | Remarkable AI (formerly Chatdesk), Remote March 2022 – March 2025 • Implemented and enforced secure access protocols across 10+ global workspaces, strengthening data integrity and reducing security breaches. • Optimized workspace assignments across multiple time zones, improving workflow efficiency by 15%. • Resolved 95% of technical support tickets within SLA, reducing downtime and boosting agent productivity. • Oversaw CRM tool configuration for multiple client accounts, maintaining SLA compliance and improving ticket resolution. • Developed client-facing dashboard reports with actionable insights, driving a 10% increase in customer engagement. • Supported finance operations by posting expenses and managing invoice reminders, improving cash flow efficiency. • Implemented quality assurance measures, increasing customer satisfaction scores by 12%. • Collaborated across teams to identify recurring technical issues and design process improvements. IT Support | O’Space’s April 2023 – April 2024 • Delivered monthly IT infrastructure performance reports to management. • Supported ERP system improvements, increasing system utilization by 20%. • Resolved ERP-related issues for end users, improving operational efficiency. • Installed, configured, and secured hardware/software systems across the organization. • Managed security systems (endpoint, antivirus, firewalls), ensuring 100% compliance. • Created technical documentation and manuals for network infrastructure. • Administered Google Workspace and optimized server, router, and switch performance. MIS/IT Support | DMS1 Operator | Nestle / CHI / PZ (Zinox Group) May 2018 – May 2020 • Provided IT support across 5 companies within Zinox Group, delivering end-to-end ERP system support. • Led ERP implementation and training for staff, reducing errors and increasing adoption. • Installed and configured software/hardware, ensuring smooth business operations. • Researched and recommended improvements in network administration. • Created documentation and manuals to standardize IT processes. • Managed O365, Microsoft Exchange, and SharePoint, ensuring system uptime and security. • Maintained DMS stock accuracy and prepared accurate reports, improving decision-making. • Achieved >95% target accuracy in HHT utilization and reporting. Education Bachelor of Science (BSc), Computer Science | ESTAM University (In View, Expected Completion: 2027) Certifications • Google IT Support Professional Certificate Achievements • 5 years’ hands-on experience in Dynamics AX/365 ERP systems. • Founded and launched a sub-groceries company for Zinox Group (Igroceries). • Contributed to the technology direction of Zinox Group by leading ERP implementations. • Specialized in ERP implementation, user training, and module configuration (HR, Leave Management, Appraisals).