Onyekwelu Chinonso Victory

ONYEKWELU CHINONSO VICTORY Customer Support Specialist | IT Support Specialist | Full-Stack Developer-| 📞 (- | 🌍 Lagos, NG PROFESSIONAL SUMMARY A proactive and solutions-driven professional with over 5 years of experience in customer support, IT support, and full-stack development. Skilled at diagnosing and resolving technical issues, improving customer satisfaction, and delivering tailored IT solutions. Proficient in modern web development technologies, troubleshooting systems, and fostering strong client relationships. Committed to driving operational efficiency and providing customer-focused solutions in dynamic, fast-paced environments. CORE COMPETENCIES IT Support and Troubleshooting Customer Support and Relationship Management Web Development (HTML, CSS, JavaScript) Cloud Infrastructure (Azure, GCP) CRM Tools (Zendesk, HubSpot) Process Automation and Scripting System Diagnostics and Maintenance PCI-DSS & HIPAA Compliance Technical Onboarding and User Training Collaboration Tools (Slack, Trello, Asana) WORK EXPERIENCE IT Support / Customer Support Specialist Saybolt (A Division of Corelab Nigeria LTD) – Remote | Lagos, NG 2023 – Present Resolves over 90% of customer technical issues on the first contact, improving service efficiency. Enhances customer onboarding and retention by creating user-friendly knowledge bases and streamlined processes. Leads the deployment and integration of new IT systems, increasing team productivity by 20%. Provides technical support to clients and internal teams while ensuring compliance with SLAs and security standards. Collaborates with cross-functional teams to address and resolve escalated customer issues promptly. IT / Customer Support Manager Rosvin Communication Nigeria LTD – Lagos, NG 2022 – Present Reduces system downtimes by 30% through proactive IT monitoring and maintenance. Conducts technical training for clients and staff, improving IT systems adoption and usage efficiency by 25%. Enhances customer satisfaction scores by resolving technical challenges efficiently and promptly. Implements data security measures, ensuring compliance with industry standards. Automates repetitive support tasks, reducing team effort by over 15% through scripting and tool deployment. IT Support Specialist / Maintenance Specialist Electronics Payplus Limited – Lagos, NG 2020 – 2021 Diagnosed and repaired IT hardware and software systems with a 95% success rate. Ensured the smooth operation of IT equipment, minimizing production delays. IT Personnel / Customer Support Specialist Toptech Engineering Limited – Lagos, NG 2019 – 2020 Resolved technical queries and improving service delivery efficiency for clients. Assisted in the implementation of new IT tools and systems, enhancing the client experience and workflow efficiency. Procurement & General Services Intern National Assembly Service Commission – Lagos, NG 2018 – 2019 Provided front-line IT and administrative support, reducing service request turnaround times. Documented and streamlining procurement processes, improving operational efficiency. EDUCATION Bachelor of Science in Computer Engineering Institut Supérieur De Communication Et De Gestion – Benin Republic | 2017 CERTIFICATIONS Digital Witch Academy – Cloud Computing & Security Certification | 2024 Full-Stack Development Certification– Tech Studio Academy | 2023