Grace Emmanuel

Grace Emmanuel

$5/hr
A customer success manager
Reply rate:
70.0%
Availability:
Hourly ($/hour)
Location:
Lagos, Lagos, Nigeria
Experience:
6 years
EMMANUEL GRACE AMARACHI 6 Olomowewe street, off Olateju Mushin, Lagos -. -OBJECTIVE: To pursue a challenging career by contributing my quota that would be pivotal in achieving an organization’s vision and mission in conformity with best practice. CERTIFICATION: ITIL Foundation v4 Certified in Service Management (In-view) PROFESSIONAL EXPERIENCE: 9mobile Telecom IT Service Desk Specialist August 2023 - Till Date    Resolving incoming users calls and IT personnel queries remotely via email and phone calls, or at the office Documenting processes and maintaining service-desk records with ManageEngine, NMS and BES. Responsible for identification, classification and troubleshooting of system related issues an ensure resolution. CWG PLC, Lagos, NG IT Service Desk Analyst February 2020 -Aug 2023 9mobile Telecommunication, Lagos,  Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.  Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.  Documenting processes and maintaining service desk records with ManageEngine  Responsible for the management of all Trouble Tickets (TT) to ensure successful resolution.  Responsible for identification, classification and troubleshooting of system related issues and ensure resolution.    Ensure 100% SLA agreement monthly and monitoring KPI. Monitor all tickets without breaching MTTR and SLA agreement. Document and send all report and updates timely and well organized. Teacher – Pre-vocational Studies) – NYSC Okongwu Memorial Grammar School, Nnewi Anambra State Responsibilities: Apr-2018 – Mar-2019  Ensured the prompt preparation of teaching plans and educating students at all levels.  Ensured prompt delivery of classroom instructions to enhance student’s learning. Book-Keeping Clerk F.G Paulek Nig. Ltd Responsibilities: Jan-2016 – Dec-2017  Responsible for the recording of daily financial transactions into prime book of accounts.  Ensured the successful lodgement of funds in company’s account.  Ensured the recording transactions such as income and outgoings and posting them to various accounts.  Responsible for reconciling reports to third-party records such as bank statements. EDUCATION: August- Dec- - – 2012 Computer Warehouse Group Academy Michael Okpara University of Agriculture: B.Sc. (Hon) Banking & Finance Unique Success Comprehensive College: WASSCE, JSCE SKILLS:  Proficiency in Windows 10 and Microsoft Office 365    System Administration and Troubleshooting Skill Problem-Solving Skills and Willingness to learn Good Administrative Skills, Ability to work under pressure effectively and efficiently, even with minimum supervision. Call Centre Management, and Customer Service Support. Strong Communication and Presentation Skills.   INTEREST: REFERENCE: Learning new skills, Soccer and Travel Available on Request
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