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Paulyn Nwanyanwu

Paulyn Nwanyanwu

L2 Technical Support Engineer

Customer Service / Support

Lagos, Lagos

Social

Services offered

Paulyn Nwanyanwu is Highly skilled, detail-oriented professional with persuasive communication skills and a problem-solving attitude. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement. with over eight years of experience and competence in supporting customers globally on cloud-based applications and on various support levels, at sites and offsite to identify and provide lasting resolutions. 

Customer care executive
Customer support
Technical support engineer
User support technician
Approximate rate: USD$ 20 per hour

Experience

WORK EXPERIENCE 

 

Microsoft Dynamics 365 FO Technical Support Engineer 
Tek Experts,  Lagos, Nigeria 		September 2021 - Current
  • 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.
  • Scheduled training of software applications, data entry, and retrieval procedures for end users.

 

 

User Support Technician 
Soft Syntax, Lagos, Nigeria 

 

 

 

 

August 2015 - August 2021

  • 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.

 

Customer Care Executive 
Gistme Communications, Lagos, Nigeria, , Osapa London, Lekki, Nigeria 

May 2014 - September 2015
  • . 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

EDUCATION 

 

Mini MBA – IBMI, Berlin, Germany                                                                                               January 2020
BTech: Computer Science - Federal University of Technology, Akure, Nigeria April 2014 
  •  Best Graduating student, Computer Science Department
  • Highest CGPA in Computer Science Department
National Diploma in Computer Science: Computer Science - Universal College of Technology, Ile-Ife, Nigeria August 2008 
  • Best Graduating Student Academics - 2008
  • Best Graduating Student in Computer Science Department-2008
  • Highest CGPA -Computer Science Department 2008

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