Kingsley Unuigbe (ITIL, PRINCE2)
Customer Support Specialist at Streema-
Summary
You'll never understand poor customer service until you've been a victim, that's why I am focused on obsessive
customer service/support delivery.
A seasoned and exceptional technical support engineer, with over 4 years in technical support roles and
customer relationship management, with the last year, spent supporting users of the MessageOne Email
Management System(EMS) and AlertFind web application with their respective mobile apps.
I have acquired valuable experience in all facets of troubleshooting, installations, and maintenance for various,
hardware, and software including hosted services and web applications. I possess a unique talent for delivering
complex technical information with terms, concepts, and examples that non-technical users can understand.
With extensive experience supporting clients from fortune 500 companies within the United States, United
Kingdom, Australia, Singapore, and India via multiple channels including Zendesk ticket management system,
Zopim chat, email, phone and remote screen-sharing services like GoToMeeting and Webex.
I am open to considering very challenging opportunities that can ensure my continuous professional
development.
Experience
Customer Support Specialist at Streema
November 2016 - Present (2 months)
- Provide front line customer support to users of the Simple radio (Android and iOS) mobile apps and the
Streema.com website
- Issue tracking and updates via desk.com ticketing platform
- Investigate and update broken radio Stream URLs
- Work with internal database to ensure that all stations profiles are up to date.
- Analyze web page source codes to help fix broken links.
Technical Support Engineer at Versata
June 2015 - August 2016 (1 year 3 months)
- Provide first line support to customers of business continuity software MessageOne EMS and AlertFind
web application.
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- Managing customers expectation, through ticket updates, outbound calls, and emails
- Efficient ticket management through constant progress reports and updates.
- Liaising with third party vendors for quick resolution of customers issues.
- Using GoToMeeting, Webex and Skype for remote technical assistance.
- Working and connecting with a distributed team in a remote environment.
- Confluence, Google docs and sheet for team collaboration.
- Create Knowledge Base Articles / Technical Notes
- Submit software product issues (bugs) to product development for resolution
- Validate and document software bug fixes in product releases before they are made available to customers
- Working with Zendesk, Zopim, JIRA, JIVE, VPN, VDI, Google docs, Confluence.
IT Support Engineer at KOD Technical services
July 2014 - July 2015 (1 year 1 month)
- Planning, initiating and directing projects.
- Customizing Business Intelligence software to operational needs.
- Designed the companies first ever Standard of Operation on project execution, and administration.
- Managed all IT systems
- Trained all Staff on IT packages from Office suite to CAD software
- Providing technical support to the project team and wider regional teams.
- Operational support and team management expert.
Customer Relationship Manager at Propetrol Limited
December 2013 - June 2014 (7 months)
- Develop and maintain customer relationship
- Design, plan and implement customer service strategies that improved company's market share in allocated
region.
- Recruitment and training of customer service representatives for efficient service delivery on the forecourt.
- Liaise with govt agencies, unions, and task force to ensure smooth operations.
- Data entry, management, cost control, and government negotiations.
- Achieved highest sales status across the company's franchise.
Systems Support Specialist at K-Tech Resources
November 2012 - December 2013 (1 year 2 months)
- Systems Engineering, repair and maintainance of computer systems, tablets, and smartphones. - - Troubleshooting of all windows operating systems.
- Consultancy, advisory services, procurement and installations.
- Service management, change management, service delivery
- Training and development on advanced microsoft office 2013, Autocad, systems engineering and basic
networking.
- Website design, and management
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IT Instructor / Support technician at Divine touch computer training institute (NYSC)
November 2011 - October 2012 (1 year)
Responsibilities and Acihevements
#Helped Students gain knowledge in Desktop publishing applications (WORD, POWERPOINT)
#Provided .
#Using Excel to prepare graphical representation of data and charts, design financial reports and ledgers, and
prepare sales records.
#Desktop publishing with Microsoft word, PowerPoint, and Publisher, creating effective presentations, and
newsletters.
#Internet appreciation, Effective use of emails, and basic Networking, FTP, and data security.
#AutoCAD 2D Drafting, & 3D Modeling
Volunteer at NYSC / ARFH
November 2011 - October 2012 (1 year)
#Coordinator for volunteer Corp Peer Educator Trainers (CPETs) (NYSC, Abeokuta South L.G.A.)
#Vice President Youths AIDS Health STI Awareness Campaign; Community Development Service group
(NYSC, Abeokuta South L.G.A)
#Trained and mentored 40 secondary school students as Peer Educators. as part of the peer educator model of
reducing HIV/AIDS related deaths.
#Successfully organized Awareness campaign, to reach various schools within and around Abeokuta south
Local Govt. Area
Team lead on various communities development projects and programmes, effectively planned and directed
various public picnics, luncheons, seminars, (markets and hospitals) outreach to create awareness on HIV/
AIDS related issues and prevention measures, so as to attain the GOAL ZERO target.
Customer Support Engineer at Royal energy support Systems
January 2011 - June 2011 (6 months)
Responsibilities / Achievements
#Providing IT support for Shell Edjeba Estate school systems and networks, with a staff strength of 84.
#Created Excel spreadsheet program for auto generation of qualified admission candidates / Developed
Ledger for organisation’s co-operetive society, with MS Excel.
#Designed and managed computer Lab and office network.
#Part of maintenance team, providing data backups/ recovery, virus protection, and network security.
#Lead, IT helpdesk/technician; providing IT support via phone or onsite troubleshooting. First responder to
emergency issues, worked unsupervised, guaranteeing customers satisfaction, in a cost effective manner.
Marine Engineer (Intern) at Lamnalco Nigeria Limited
April 2007 - October 2007 (7 months)
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#Independent watch-keeping of the engine room when the Main Engines are under operation simultaneously
with all the other auxiliary machinery such as Generators, pumps, air compressors, Air conditioning plant
and refrigeration plant, onboard the LAMNALCO BUFFALO, in the Mobil oil producing field. (offshore)
#Learnt Fire fighting techniques; evacuation techniques; personal health and safety.
#Inspected drives, motors, belts, fluid levels, filters, and perform other maintenance actions, following
checklists..
#Responsible for engines in operation, checked pipes and flow lines to ensure they were in excellent
conditions, and logged details appropriately.
#Worked overnight during loading and offloading of fuel oil from the vessel.
#Applied anti-corrosive paint to pumps, pipes, fittings, and valves to prevent corrosion.
#Correct usage of measurement, instrumentation and calibration equipments.
Volunteer Experience
Peer Educators Coordinator at ARFH
November 2011 - October 2012
Exciting and fulfilling.
Changing lives and perspective, by giving children access to vital information. With a focus reproductive
health and career
Certifications
PRINCE2
APMG-International License P2R/661292 June 2013
ITILv3
APMG-International License ITIL/660086 December 2013
Organizations
Junior Engineers Technicians and Scientist Club
Secretary
March 1999 to March 2001
Corp Peer Educator Trainers CPET
November 2011 to October 2012
Projects
Design of a Pedal powered cassava grater
November 2010 to Present
Members:Kingsley Unuigbe (ITIL, PRINCE2), Phillip
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design of a pedal powered casssava grater,
it was a machine aimed at mitigating the problem caused by erratic power supply
in Rural Nigeria.
in its simplicity, it uses the power generated from cycling the pedal, to power the crusher, which crushes the
cassava used to produce a local food item/supply in southern Nigeria, popularly called garri.
Basically the crushing force needed to grate the cassava depends on the effort of the person peddling the
Machine.
Its a simple machine really, that
materials used for the project were gotten from local iron scraps around,
although its power its work capacity is low when compared to newer technologies, but in terms of reliability,
it came out tops.
generally its what we referred to as appropriate technology.
Courses
Bachelor's degree, Mechanical Engineering
Ambrose Alli University
Airconditioning and Refrigeration
Engineering management
Workshop safety
Internal combustion Engines
Electro mechanical devices
Mechine design
Fluid mechanics
Computer aided design
.................................................................................................................................................................
Volunteer
NYSC / ARFH
Peer Educator training Course
Customer Support Engineer
Royal energy support Systems
Electrical and Fire Safety
IT Instructor / Support technician
Divine touch computer training institute (NYSC)
PRojects IN Controlled Environment (PRINCE 2)
.................................................................................................................................................................
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Independent Coursework
2D drafting, 3D modelling, and Pipe drafting, using
AUTOCAD
plant design and management (PDMS)
Pumps, Valves and Compressors
Skills & Expertise
Remote Troubleshooting
CSS
WordPress
Project Management
Troubleshooting
HTML5
Microsoft Office
Technical Support
Project Engineering
Remote User Support
Remote Services
Management
Zendesk
Testing
SQL
Project Planning
Strategic Planning
Training
Java
Negotiation
Change Management
Program Management Skills
Product Development
Process Improvement
Microsoft Excel
JavaScript
PowerPoint
Computer networking
Microsoft Word
Computer Repair
Systems Engineering
Problem Solving
Software Installation
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Hardware
System Administration
Windows
Computer Hardware
Education
NIIT
Associate’s Degree, Computer Programming, Specific Applications, 2016 - 2016
Free Code Camp
Certificate in Full Stack web Development, Computer Science, 2015 - 2016
National Open University of Nigeria
Post Graduate Diploma (PGD), Information Technology, 2015 - 2016
Ambrose Alli University
Bachelor's degree, Mechanical Engineering, 2004 - 2010
NANA College
High School, Sciences, 1995 - 2002
Grade: Senior School Leaving Certificate
Interests
Team based games; volunteering, writing, computers, How stuff works; Video games, mentoring
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Kingsley Unuigbe (ITIL, PRINCE2)
Customer Support Specialist at Streema-
6 people have recommended Kingsley
"Kingsley is cooperative and team oriented. It was pleasure to work in the same team with him. Kingsley
perfect problem analysis skills and customer oriented behavior which helps him build good relationship with
representatives."
— Krste Kostoski, L1 Support Technician, Versata, worked directly with Kingsley at Versata
"I have worked with Kingsley, he is overall a very professional guy with quick approach and innovative ideas
to perform a job. He was always eager to participate and took active part in the discussions. Overall I have
found him highly committed , motivated and technically very sound in his field of work. I wish him success
in all his future endeavors."
— Khawer Naseer, Technical Support Engineer, Versata, managed Kingsley indirectly at Versata
"I had the pleasure to work with Kingsley for a full year, as manager of the team he was part of. His IT
skills, attention to details, customer-centric attitude, calm and professionalism, won him the respect and
appreciation of both team members and customers. A fast-learner with team oriented and great positive
attitude. Organizational restructuring separated our paths, but I would strongly recommend him for any techsupport organization. "
— Viorel Curic, managed Kingsley at Versata
"Kingsley is a pleasure to work with. A great positive character and a hands on engineer. I would work with
him any time on any project!"
— Alexandru Tausch, Technical Support Engineer, Versata, worked directly with Kingsley at Versata
""For someone who has the heart and will to want to impart and at the same time learn new skills and
techniques, Mr. Kingsley is one person to work with and have in any establishment in need of such
personality" Highly Recommended by Divine Touch Computer Training School."
— Adeniji Oluwaseun Divine Touch, managed Kingsley at Divine touch computer training institute
(NYSC)
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"Kingsley is innovative and smart. He is result oriented - his performance is top of the range in terms of
service delivery"
— Jude Idjive, managed Kingsley at Royal energy support Systems
Contact Kingsley on LinkedIn
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