Echezona Damien Akabuobi

Akabuobi Echezona Damien IT Support |Customer Service Representative ________________________________-| www.linkedin.com/in/echezona-damien-akabuobi With over five years of experience in IT support, ERP system management, and customer service. I specialize in optimizing technology infrastructure, streamlining operations, and enhancing user experiences. My expertise spans across Zendesk, Gorgias, Microsoft Technologies, Dynamics 365, Network Administration, IT Security, and Technical Support, enabling me to provide end-to-end solutions that drive efficiency and business growth. Core Skills • IT: Windows/Linux Administration, Networking, Cloud Platforms (Silo, KASM, AWS, Azure), Python • Finance: ERP Systems (Ax 2012, D365) • Tools: G-Suite, QuickBooks, Slack, Zoom, Office 365, Vanta, Software Adaptability, AI Tools Proficiency • Customer Service: Zendesk, Front, Recurly, Shopify, Gorgias, Recharge, Yotpo Professional Experience Customer Service Representative Remarkable AI (formerly Chatdesk), Remote April 2022 – March 2025 • Managed user access and maintained secure password protocols across global workspaces, ensuring data integrity and adherence to internal security policies. • Administered and optimized workspace assignments for internal teams and remote experts in multiple time zones, improving collaboration and workflow efficiency. • Provided technical support and issue resolution across various platforms, significantly reducing downtime and improving agent productivity. • Oversaw the use and configuration of CRM tools for multiple client accounts, ensuring ticket queues were kept within SLA targets. Page | 1 • Developed and maintained client-facing dashboard reports, delivering actionable insights to improve customer engagement and operational performance. • Supported the finance team by posting expenses into accounting systems and sending timely invoice reminders, contributing to improved cash flow. • Assisted in implementing quality assurance controls and compliance measures that led to higher customer satisfaction scores. • Identified recurring technical and process issues, collaborated with internal teams to design practical solutions, and proactively communicated workflow updates. • Demonstrated strong autonomy and reliability in handling complex technical challenges, customer escalations, and process documentation. IT Support O’Space’s April 2023 – September 2023 • Compile and submit monthly report on IT infrastructure supported. • Compliance with Technology Distribution’s policies and procedures or direct impact on the re-design of existing policies and procedures. • Support all aspects of the ERP system and identify areas for improvement to obtain full system utilization. • Work with end users to resolve all ERP system related issues efficiently and effectively provide advice and support to other departments in all ERP and related applications. • Provide IT support to colleagues on the site. • Installation and configuration of software and hardware of workstations • Ensure security through Endpoint, Antivirus and firewalls. • Provide technical support for both the hardware and software issues our users encounter. • Respond to and resolve issues on Microsoft Support Tool within Service Level Agreement. • Build internal technical documentation, manuals of Network infrastructure. • Management and 1st level support of Google Workspace. • Administered, configured & optimized servers, desktop computers, printers, routers, switches, firewalls, smartphones, software deployment, security updates, and patches, in a nutshell; the entire Information on Technology Infrastructure in accordance with standards and project/operational requirements. IT Page | 2 MIS/IT Support | DMS1 Operator for Nestle / CHI /PZ April 2023 February 2018 – MIS/IT Support • Compile and submit monthly report on IT infrastructure supported. • Part of the decision authority, focused comprehensively on the plan, building, delivering, running, status, and budget tracking/responsibility of projects assigned (end to end development and deployment). • Compliance with Technology Distribution’s policies and procedures or direct impact on the re-design of existing policies and procedures. • Support all aspects of the ERP system and identify areas for improvement to obtain full system utilization. • Work with end users to resolve all ERP system related issues efficiently and effectively provide advice and support to other departments in all ERP and related applications. • Provide IT support to over 5 companies in Zinox group (TDiLife, Zinox, TdPlus, and KongaHealth, Technology Distribution.) • Installation and configuration of software and hardware of workstations • Ensure security through Endpoint, Antivirus and firewalls. • Research and make recommendations on Network administration. • Provide technical support for both the hardware and software issues our users encounter. • Respond to and resolve issues on Microsoft Support Tool within Service Level Agreement. • Build internal technical documentation, manuals of Network infrastructure. • Management and 1st level support of O365, Microsoft Exchange, SharePoint, Microsoft Office suite. • Administered, configured & optimized servers, desktop computers, printers, routers, switches, firewalls, smartphones, software deployment, security updates, and patches, in a nutshell; the entire Information on Technology Infrastructure in accordance with standards and project/operational requirements. DMS 1 Operator • Achievement of qualitative and quantitative targets. • Physical Versus DMS Stock Accuracy. • Accurate and timely report writing and submission. • Update customer master list quarterly. • HHT Utilization (Target Vs Actual). Page | 3 Education Bachelor of Science (BSc), Computer Science ESTAM University In view Achievements • 5 Years’ experience in the usage of Dynamics Ax/365 ERP. • Started a Sub-groceries company for Zinox group (Igroceries) • Part of the team in Management Information Systems Department of Zinox group, Oversees all implementation and Support of Dynamics projects, international and Local Responsible for the technology direction of the group. • Specialties: Implementation, User Training. • Focus on the following modules: -Leave Management, Staff Appraisal, Human resources, Workflow, System Administrator. Certifications Google IT Support Professional Certificate Page | 4