Electrical Engineer with 12 years experience in Telecom

Learning new skills, Studying, Watching football

NSMC Engineer, Network Services Management Center - May 2019 - Present\r\nMTN Nigeria (Mactay Consulting Limited), Lagos - Nigeria\r\n\r\n*Oversees network management, fault detection, analysis, troubleshooting, escalation and resolution of all network related faults.\r\n*Actively involved in network performance monitoring, fault management and consistently maintains minimal MTTR (mean time to repair)\r\n*Follows standard procedure/ metrics for proper escalation of unresolved customer issues to the appropriate internal teams/ vendors.\r\n*Ensures vendors contractual obligation to KPIs (MTTR, Planned preventive maintenance etc)\r\n*Effectively monitors IP security and firewall systems in MTN network operation center.\r\n*Carries out network management, fault detection, troubleshooting, escalation and resolution of all core and transmission nodes.\r\n*Escalates all faulty devices or hardware detected after troubleshooting to the support team for replacement and assists with resolution of complex faults which improves network performance consistently.\r\n*Maximizes network performance by monitoring performance, troubleshooting network problems and outages.\r\n*Provides prompt, accurate and regular feedback to customers. Ensures proper follow up and closure of all pending/ resolved tickets, this improves customer satisfaction and saves MTN money from litigations.\r\n*Co-works with other teams to perform incident/ problem management on different connectivity service.\r\n*Identifies and resolves private network problem in coordination with internal and external parties for smooth execution of jobs, ensures an integrated and uninterrupted service is maintained.\r\n*Manages data and internet network related faults, escalates to vendors/ stakeholders and ensures prompt resolution.\r\n\r\nChannel Quality and Compliance Officer (Process) - March 2017 - April 2019\r\nMTN Nigeria (Mactay Consulting Limited), Lagos - Nigeria\r\n\r\n*Monitored end to end process for access right creation, modification and deactivation for staff. (Achieved 99 - 100% on access management regularly)\r\n*Performed forensic/ fraud detection analysis which consistently save MTN Nigeria from losses.\r\n*Ensured total compliance with implementation of service guarantee package (compensation) in place for customers.\r\n*Performed periodic audit for compensation activities.\r\n*Effectively monitored transactions performed by process owners to identify non compliance.\r\n*Generates relevant reports (daily, weekly and monthly) that assisted management in making viable decision for the business need.\r\n*Collected, summarized, analyzed and interpreted data that assisted in making intelligent decision which supported critical business needs.\r\n\r\nChannel Quality and Compliance Officer (Online) - June 2014 - March 2017\r\nMTN Nigeria (Mactay Consulting Limited), Lagos - Nigeria\r\n\r\n*Actively involved in Total Quality Management.\r\n*Monitored quality of service offered by customer care representatives across all touch points to ensure uniformity and consistency.\r\n*Initiated operations improvement attitudes in CCRs which improved overall call center productivity by 15%.\r\n*Analyzed call volume and average call time to monitor customer service representative\'s performance and productivity.\r\n*Conducted regular calibration sessions which helped achieve consistency in evaluation process and ensured compliance to customer relations quality management metrics. \r\n*Participated in call monitoring/ evaluation to ensure compliance with set targets and service levels.\r\n*Drafted, interpreted and implemented quality assurance standards, policies and procedures. This led to overall service improvement in the call center, customer satisfaction and increased revenue for the business (MTN Nigeria)\r\n*Identified training needs and organized training/ coaching interventions to meet quality standards.\r\n*Analyzed data to identify areas of improvement in the quality system.\r\n*Developed all process controls and metrics for daily management of the call center.\r\n*Conducted daily call evaluation within the online assistance center adhering to agreed quality standards.\r\n*Delivered quality control guideline (QCG) training for customer care representatives. Identified and communicated audit gaps to all stakeholders, followed-up to ensure audit recommendations are implemented.\r\n\r\nCustomer Care Representative (Online Customer Assistance Center) - September 2009 - May 2014\r\nMTN Nigeria (Communication Network Support Services Limited), Lagos - Nigeria\r\n\r\n*Improved call center functionality and service capacity by resolving customer efficiently and quickly.\r\n*Met or exceeded service and quality standards every review period. (Achieved 100% in quality every month for 4 years)\r\n*Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.\r\n*Accurately documented, researched and resolved customer service issues.\r\n*Managed high call volume with tact and professionalism. Promptly resolved customer issues, ensured customer satisfaction, left them with a wow experience and achieved customer retention.\r\n*Identified chronic customer issues by creating and maintaining customer complaint log.\r\n*Solved service, pricing and technical problems for customers by asking clear and specific questions.\r\n*Assisted in prompt resolution and escalation of customer queries to relevant stake holders. (IS & NWG)\r\n\r\nService/ Installation Engineer - April 2009 - August 2009\r\nRoyal Power and Energy Limited, Lagos - Nigeria\r\n\r\n*Designed and installed UPS systems for bank ATM systems, offices and homes.\r\n*Installed Inverter systems for banks ATM systems, offices and homes.\r\n*Participated in electrical drafting/ design of many projects.\r\n\r\nInstallation/ Maintenance Engineer - May 2008 - March 2009\r\nSurveillance and Communication Technologies, Port-Harcourt - Nigeria\r\n\r\n*Carried out integrated electronic security installations, programming and maintenance (Fire alarm systems, smoke/ heat detection systems, electro fence systems, perimeter fence/ barrier gates and access control systems)\r\n*Installed and maintained CCTV devices / equipment for different clients (Surveillance cameras; tele eye, speed dome, fixed dome, ever focus)\r\n*Carried out configuration of electronic security systems.\r\n*Involved in fiber optic splicing.\r\n\r\nICT Trainee Engineer - September 2007 - April 2008\r\nTele Data Engineering, Port-Harcourt - Nigeria\r\n\r\n*Trained on computer networking.\r\n*Participated in Cisco router and switch configuration.\r\n*Provided network fault troubleshooting and maintenance.\r\n*Involved in network management and performance monitoring which ensured stability of service.\r\n