Paulyn Nwanyanwu

WORK EXPERIENCE 

• Handled tickets with remote and on-site support based on the nature and complexity of issues.
• Investigated system-wide issues, located root causes, and initiated deep corrective actions to prevent a recurrence.
• Identified and implemented optimal technical solutions within the network environment.
• Influenced process and product improvements by offering customer-driven feedback.
• Reproduced and resolved customer issues using internal test environments.
• Observed and tracked the daily performance of computer systems to achieve optimization.
• Diagnosed and resolved faults based on technical knowledge and use of pre-scripted repair trees.
• Maintained detailed records of daily support activities and resolutions.
• Read technical manuals and conducted computer diagnostics to investigate and resolve problems.
• Concurred with user support specialists to manage bigger projects requiring system analytics.

• Implemented remote troubleshooting techniques to solve common software and hardware issues.
• Responded promptly to incidents and requests after careful analysis and documentation.
• Addressed and resolved routine user issues.
• Excelled individually and served as a team player to resolve issues during power outages and uncaptured data.
• Maintained detailed records of daily support activities and resolutions.
• Examined source materials to identify data required for the database.
• Safeguarded data and network access through security-related support functions.
• Educated customers on simple methods to solve common software and hardware issues. 
• Performed troubleshooting and diagnosis for issues related to software and peripheral equipment.
• Traveled to customer locations to repair network hardware and mobile devices, including firewalls and tablet computers.

• . Oversaw telecommunications update and maintenance projects, coordinating inventory and personnel to accomplish objectives and meet scheduling targets.
• Optimized system performance with regular reviews of capacity and performance and swift corrections to identified problems.
• Supported users with knowledgeable technical assistance to diagnose and fix issues.
• Met requirements outlined by managers and technicians by modifying systems to account for new requirements and fix problems.
• Evaluated customers' needs and recommended optimal product solutions based on availability, price, and preferences.
• Enforced customer service guidelines with supervised inbound and outbound calls.
• Elevated customer experiences through attentive team support, coaching, and problem-solving.
• Networked with others involved in customer support, orders, and processing to offer high-quality service.
• Supported advanced query resolution by diverting customer queries to the relevant department.

EDUCATION 

•  Best Graduating student, Computer Science Department
• Highest CGPA in Computer Science Department

• Best Graduating Student Academics - 2008
• Best Graduating Student in Computer Science Department-2008
• Highest CGPA -Computer Science Department 2008