Jude Onu

Jude Onu     1 Matilda Otulana Street, Ejigbo, Ori – Oke Bus Stop, Lagos State, Nigeria ◆  H: -  ◆  M: --   Professional summary I manage a customer-centric organization that engage product usage as a key driver for customer satisfaction, retention, and growth. I envision a future where we are not just resolving customer issues, but also acting as customers advocates, feeding valuable user insights back to our product development team. I have fully integrated Product-Led Growth (PLG) approach into my operations where we aim to leverage PLG to drive customer satisfaction, improve our products, and ultimately increase our revenue. I’m passionate about leveraging my technical foundation to drive impactful solutions and cultivate talent in the IT sphere Work history OPERATIONS MANAGER – 07/2023 – Current. Upwork - Microsoft – United States. Remote. Responsible for supporting operations and ambassadors for shift coverage to meet established SLAs Meet weekly deadlines for ticket auditing of technical and soft skills application of ambassadors. This includes making assessments on ticket resolution quality and providing and implementing a solution for improvement within the specified week timeline Manage all day-to-day operations, escalations, and general needs of ambassadors in time zone coverage and regular performance evaluations of ambassadors Provide team leadership and mentorship to ambassadors per time zone. Provide insights based on ambassador knowledge and previous experience in the area. Responsible for screening internal candidates on technical & soft skills as needed for role changes. Assess capabilities of potential candidates coming to pipeline. Ensure Agents complete their contract deliverables with respect for customers. For any incident where evidence is found proving with facts or data that an Agent treated a customer with disrespect or unprofessionally, the Operations Lead will analyse the situation and report it to Microsoft. Provide feedback and insights to Microsoft Operations Management to make Agents’, customer support and Microsoft services experience better. Communicate with talent recruiting contractors regarding talent needs. Work closely with Program Managers and stakeholders regarding project planning, execution and assessment. Drive pilot, experiments, and initiatives regarding the advancement of knowledge and improving operational quality; analyse and present data to stakeholders accordingly. TEAM MANAGER - 06/2021 – 07/2023. Upwork - Microsoft – United States. Remote. Successfully onboarded new Microsoft 365 customers and delivered training programs, increasing user proficiency by 98%. Acted as a trusted advisor to clients, offering insights and recommendations to align technology with business goals. Led a team of engineers, contributing to company growth through efficient project execution. Managed and resolved complex technical escalations related to Microsoft 365, Windows, and Windows Server, achieving a 95% success rate. Conducted security assessments and implemented system performance optimizations for Microsoft 365 workloads. Led the deployment and configuration of Microsoft 365 workloads, including the "Teach Customer Something New" project. Developed and delivered customized technical training programs, improving overall team competency and efficiency. Perform recovery duties in some circumstances where customers are explicitly requesting to speak to Manager/Supervisor. Educate team members on best practices, soft skills, and efficient approaches to deliver quality customer support Timely dissemination of information regarding processes and protocols as communication from higher-ups Discuss initiatives as well as general performance report to other Advocates, Operation Consultants, Project Managers etc. on team's growth. TECHNICAL SUPPORT ENGINEER, 05/2020 – 06/2021. Upwork - Microsoft – United States. Remote. Utilised expertise in RAVE to resolve Windows and Microsoft 365 incidents quickly and competently. Reduced help-desk call-handling times by 2 minutes to enhance ICT service centre efficiency. Carried out targeted troubleshooting and fault-finding across Windows and Microsoft 365 software issues, enabling timely fixes. Used RAVE/DFC to productively manage high volumes of incoming incidents and service requests. Assisted online users via live chat, web conference and phone to resolve issues related to Windows and Microsoft 365 use and access. Processed over 3000 support requests received over 6 months for technical assistance on wide range of issues related to Windows and Microsoft 365. Installation and Upgrade of Windows. Windows and Office License Activations. General office Support (Word, Outlook, Excel, PowerPoint,) TECHNICAL SUPPORT ENGINEER, 04/2019 – 03/2020 TEK EXPERT – Lagos, Nigeria Advised customers and users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices. Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes. Improved service-user experiences through effective communication and efficient, accurate issue resolution. Exchange online, Azure Active Directory, Microsoft SharePoint, Microsoft OneDrive, and Microsoft Teams Deliver advanced technical troubleshooting and problem-solving solutions for corporate customers including, issues escalated to the highest level of management. IT SUPPORT/NETWORK OFFICER, 01/2018 – 03/2019 THASIOUS INTERNATIONAL COMPANY (NIG) LIMITED – Lagos, Nigeria Worked closely with Lead Operations Consultant to maintain optimum levels of communication for the effective and efficient completion of pilot’s initiative. Created boardroom and courtroom multimedia presentations including video and text- sync'd depositions for enhanced understanding. Developed new process for employee evaluation which resulted in marked performance improvements. IT SERVICE DESK /IT SUPPORT OFFICER, 12/2016 – 06/2017 STERLING BANK PLC – Lagos, Nigeria Responsible for windows server and desktop administration, computer hardware troubleshooting and repairs and network issues. Configure routers and printers, set up systems, network monitoring, and knowledge of the backup solution. Regular maintenance of equipment hardware, software, and operating systems as well as anti-virus. Taking care of the Company's Information Technology system, ensuring the administration of systems, and servers and related networks to guarantee availability to authorized users. Sound configuration and installation of equipment in a Microsoft environment, providing support for all I.T related issues, proactively diagnosing and solving them in a record time. IT SUPPORT, 03/2013 – 05/2016 CITI INVESTMENT CAPITAL LIMITED – Lagos, Nigeria Manage day to day computer support and networking problems. Apply security policies to administer workstation and server. Monitor and optimize performance and reliability. Troubleshoot basic LAN issues such as Wiring, Software client and Internet access link break. Perform daily routine checks, backs and evaluation. Counsel the client /Customer. Update systems, windows, and general application Files. Network Connection problems SITE SUPPORT, 07/2011 – 06/2012 South Atlantic Petroleum Limited – Lagos, Nigeria Installations and Maintenance of Windows Server 2008. Installations and Maintenance of Lync Server 2010. Migrating Files from SBS Server 2003 to Server 2008. Migrating Mails from Exchange Server 2003 to 2010. Setting up of Active Directory (Domain Controller) on Server 2008 Skills System upgrades Troubleshooting Windows expert Cloud-based solutions Technical issues analysis Software solutions Application installations LAN aptitude Skilled in TCP/IP and WAN Customer support needs assessment Hardware upgrades Troubleshooting proficiency Knowledgeable in Mac systems Technical documents comprehension Education Bachelor of Engineering (B.ENG) : Electronic and Computer Engineering, 10/2010 Nnamdi Azikiwe University - Awka, Anambra State certification Microsoft Certified Trainer (Professional) 2021/2022. Renewed Microsoft Team Administrator. Certified. December, 2020. Renewed. Microsoft 365 Enterprise Administrator Expert. December, 2019. Renewed Microsoft 365 Security Administrator Associate. Certified. December, 2019. Renewed Microsoft 365 Mobility and Security. Certified. November, 2019. Renewed Microsoft 365 Identity and Service. Certified. September 2019. Renewed. Cisco I T Essentials Certified October 2015. Intensive ITIL training with APT concept, NDM Centre Ikosi Road, Lagos. references References are available upon request.