Chimezie Anozie

I own and manage the assigned customer interface, ensuring consistency and continuous improvement in service standards. I consistently track customer performance and using Excel VBA, I have automated the tracking process which makes it easier for me to spot when there is a downward trend and implement an immediate resolution. I am the single point of escalation on technical issues between the Operations team and assigned customers. I focus intensely on closing service gaps identified by the Customer Experience team, assigned Key Account Manager (KAM), and customers. I work with the Performance team within the NOC unit to improve data integrity and reconciliation, as well as minimize disputes between the company and customers/third-party stakeholders. I manage customer incidents and problems, tracking and driving the resolution of issues reported by customers. I consistently check the customer’s pulse via contact to ascertain service standards and satisfaction levels are being achieved. I support the customer engagement process by educating assigned KAMs on technical realities to develop work plans and timelines to address customer issues or opportunities. I continuously research and propose innovative ways to improve service quality for internal and external customers. I perform other tasks and duties as assigned by the Principal Specialist, Customer Experience.

I extract and analyze network statistics based on performance metrics and service agreement (SLA) requirements using tools like MS Excel, PowerPoint, Python (Pandas), and SQL. I engage in testing and reporting bugs in third party automated reports, also developed Excel VBA macros and Python scripts that automate report testing. I monitor the Performance KPIs on a daily basis and dig into details to discover what is driving those trends. I built service performance reports and executive dashboards using Excel charts. I investigate data quality issues and work keenly with developers to correct problems. I continuously research more effective ways to carry out network monitoring and SLA reconciliation. I answer important business questions in all departments using data analysis. Network Performance Analysis/ Reporting End User Support IT Appreciation & Application Data Analysis & Reporting Business Communication Service Level Management

Carrying out an adequate surveillance & maintenance on the generators to ensure that 99.9% power availability is attained. Supervising preventive (servicing) and corrective maintenance of AC/DC diesel generators of capacity 15KVA, 20KVA,17KW, etc. for 24/7 power supply to network component. React to emergency faults from NOC and ensure that faults are rectified & closed promptly within contracted Service Level Agreement Attending to phone calls on escalated issues from NOC 24 hours daily. Data and trend analysis, fault management, and change management using the ITIL Framework. Scheduled audit of all assets on site.

Designing various WordPress sites. Basic administrative duties.

I participated in the Technical Skill Acquisition Program during which I was exposed to organizational structure and strategy through various classroom sessions and tasks. I also had a lot of field training, communication training, and incident management. I also worked with the Network Surveillance and Support team. My duties included: network surveillance using remote monitoring tools, fault analysis, alarm capturing and escalation to field management personnel, trouble-ticket logging, analysis of real-time data, supervision of support teams, and customer support.

Designing various WordPress sites. Basic administrative duties.

General networking (Routing and Switching, troubleshooting, LAN/MAN, Wireless, VoIP, and CCTV installation) Monitoring of network traffic and providing daily, weekly, and monthly report on the general bandwidth consumption. Responding to network issues and resolving them within the predefined timeline. Training of interns on networking fundamentals (volunteer work).

Network troubleshooting. Cabling and Installation and maintenance of ICT infrastructure. Ad-hoc administrative duties.