Akunobi Emmanuel Nwabugo
75 Camac Crescent, Turvey Avenue, Inchicore, Dublin 8 |- |-|
www.linkedin.com/in/emmanuel-akunobi
PROFESSIONAL SUMMARY
Highly skilled and versatile professional with over 5 years of professional experience working in the
Technology and communication sector. As a contingent worker for Meta, a leading technology company,
I have a proven track record of delivering high-quality work and contributing to various projects and
teams. Skilled in data annotation, content moderation, transcription. Demonstrated ability to work
independently and collaboratively, with a strong focus on attention to detail, quality, and efficiency.
Proficient in adapting to new tools, technologies, and workflows. Excellent communication and
problem-solving skills, with a strong commitment to meeting deadlines and exceeding expectations.
Seeking to leverage expertise and experience to secure a full-time/permanent role.
TECHNICAL SKILLS AND TOOLS
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Operating Systems: Windows 11, macOS
Proficient in all social media platforms (Facebook, Instagram, LinkedIn, Twitter, YouTube)
Social media management tool (Sprout Social)
Hardware and Software: Computer Hardware & Software Installation, Printer
Installation/Troubleshooting
End-User Support: User Onboarding, Microsoft Office (Excel, Word, PowerPoint)
Certifications: CompTIA A+
Web Development: WordPress Web Development
Networking: Basics in Computer Networking
Additional Skills:
Customer Support: Customer relationship management, communication, problem-solving
Customer Executive: Project management, leadership, strategic thinking
Helpdesk: Ticketing systems, remote support tools, technical troubleshooting
IT Support: Network administration, hardware maintenance, system troubleshooting
RELEVANT WORK EXPERIENCE
Panatrix Consults
Product Support Advisor
January 2024 – Till date
Role:
Key Responsibilities
• Provide timely and effective technical support to customers, resolving product-related issues
via phone, email, chat.
• Troubleshoot and diagnose product issues, identifying root causes and providing solutions or
workarounds
• Develop and maintain in-depth knowledge of products, including features, functionality, and
technical specifications.
• Communicate technical information to customers in a clear, concise, and professional manner.
• Resolve product-related issues efficiently, ensuring customer satisfaction and minimizing
escalations.
• Participate in ongoing training and development to maintain and improve product knowledge
and technical skills.
• Collaborate with internal teams, such as sales, marketing, and development, to resolve
complex issues and escalate critical problems.
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Document customer interactions, including issues, resolutions, and product feedback.
Concentrix (META Contingent Worker)
Role: Customer Service Advisor (Escalations Desk)
March 2023 – November 2023
Key Responsibilities
• Responded to customer inquiries via phone, email, or chat, resolved customer issues, and
maintained a high level of customer satisfaction.
• identifying and resolving problems with ad performance data to ensure accuracy and reliability
• Stayed up to date with product knowledge and company information to provide accurate
support.
• Worked with cross-functional teams to gather requirements, resolve issues, and ensure
alignment with business objectives.
• Identified and resolved customer issues efficiently, escalated when necessary, and collaborated
with other teams to find solutions.
• Provided training to new team members and ensured compliance with data privacy policies.
• Tested new product updates and releases in a sandbox environment before live launch.
Key Achievements
• Received the Best Employee of the Month award for outstanding performance and exceptional
customer satisfaction feedback.
• Maintained an average resolution time of less than 24 hours, exceeding the company's SLA for
over 90% of escalated cases.
• Improved response time by 50% by prioritizing high priority escalations and contributing to
the implementation of an automated notification system.
• Successfully reduced the number of open escalated cases by 25% within the first quarter by
contributing to a streamlined escalation process and an 8% increase in customer satisfaction
ratings.
Cinamon Technologies & IT Solutions Limited
Role 1: I.T Support Engineer
March 2018 – Jun 2021
Key Responsibilities
• Troubleshot network concerns, assisted users with hardware-related issues, and resolved
software functionality concerns using technical training.
• Provided phone and online support to users, working in a team-oriented environment to
deliver troubleshooting solutions.
• Implemented documentation protocols into departmental operations.
• Supported audio-visual interface with computer workstations and telecommunications
technologies.
Role 2: Customer Service Executive
Key Responsibilities
• Built and maintained strong relationships with clients, managed customer inquiries and
complaints, and ensured customer satisfaction.
• Assisted customers in selecting suitable product types for their businesses.
• Provided support to departmental administrative functions, data entry, and form processing.
• Assisted customers with hardware, software, and networking issues.
ETN.CONNECT
Desktop Support Engineer
October 2015 – January 2018 Role:
Key Responsibilities
• Installed, upgraded, and verified hardware and software applications.
• Assisted end users with new and existing technology, providing coaching and one-on-one
training.
• Managed laptops, desktops, printers, and network infrastructure.
• Authored support team manuals and maintained standard operating procedures.
• Troubleshot Windows OS, desktop applications, hardware, and peripherals.
• Coordinated and executed preventative maintenance and remedial repairs on equipment.
• Returned defective equipment, documented repairs, and maintained parts inventory.
• Monitored, operated, managed, troubleshot, and restored service to terminal service clients,
PCs, or notebooks.
EDUCATIONAL QUALIFICATIONS
2021 - - – 2008
M.Sc. International Business Management
Griffith College, Dublin
B.Sc. Computer Science
Delta State University, Nigeria
SSCE/O-Levels
Brain Touch Academy, Nigeria
TRAININGS & CERTIFICATIONS
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National Institute of Information Technology: Certificate in Pc Assembly and Maintenance.
2014 - 2015
REFERENCES: Available on request
