Amechi Okonji
Richmond,TX
Summary
Technically proficient and diligent Technical Support Representative with over 4+ years of experience in providing IT assistance and resolving errors. Skilled at monitoring system performance, updating software, and maintaining databases. Adept at documenting processes, conducting diagnostic tests, and ensuring system security. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Concentrix
Houston, TX
02.2024 - Current
- Assisted customers with installation of new hardware and software applications.
- Provided technical assistance to customers through phone, email and chat support.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Collaborated with other departments such as sales, marketing, and engineering, as required.
- Documented all activities related to technical support including processes, updates, changes made.
- Diagnosed system errors and implemented solutions to resolve them.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers in processing and troubleshooting payroll.
- Payroll Trained.
Help Desk Support Technician
Apple
Houston, TX
12.2022 - 12.2023
- Managed IT operations by assessing situations, diagnosing issues, and implementing solutions, achieving 100% functionality
- Maintained inventory by evaluating stock levels, updating records, and managing merchandise, ensuring adequate product availability
- Managed over 500 IT support tickets monthly, focusing on user issues ranging from password resets to complex technical glitches.
- Elevated complex and high-priority IT issues to appropriate personnel, ensuring specialized handling of critical problems.
- Led the efforts in resetting passwords and retrieving account usernames and details for users, maintaining high security and user access protocols.
Help Desk Support 1
Mattress Firm
Houston, TX
04.2022 - 12.2022
- Provided essential technical support to sales and corporate associates by identifying and solving a variety of software and hardware problems.
- Played a key role in the development of training programs for associates, identifying learning gaps and recommending effective training materials.
- Delivered high-quality technical support for the CloudPOS system, ensuring sales associates could effectively utilize the platform.
- Managed support tickets and phone calls efficiently, prioritizing and resolving a wide range of IT-related issues for users.
- Addressed and resolved common IT issues, such as password resets, AD account unlocks, and printer configurations, providing clear instructions and support.
Customer Support Specialist
SaskTel
Saskatoon, SK
01.2020 - 11.2021
- Delivered comprehensive technical support to clients, addressing issues related to billing, account access, and technical problems with SaskTel's products and services.
- Proactively promoted new products and services to existing customers, leveraging in-depth product knowledge to identify and target upsell opportunities.
- Participated actively in updating and maintaining customer accounts, including service changes and information updates, ensuring accuracy and security.
- Utilized diagnostic tools and detailed questioning to identify the root cause of connectivity issues, providing step-by-step solutions to customers.
- Significantly improved client satisfaction and retention rates by ensuring quick and effective resolution of issues, thereby upholding the company's reputation for excellent customer service.
IT Technical Support
Bell Mobility
Saskatoon, SK
05.2019 - 12.2020
- Installed, configured, and maintained computer hardware, software, systems, and networks, ensuring optimal performance and reliability.
- Led troubleshooting efforts for customers experiencing difficulties with routers and modems, ensuring connectivity and network performance.
- Developed and maintained comprehensive documentation of technical issues and resolutions, facilitating knowledge sharing and support efficiency.
- Assisted customers in navigating and resolving a range of IT-related issues, from software glitches to hardware malfunctions.
- Boosted customer confidence in using their technology, directly impacting customer satisfaction and loyalty by providing reliable and understandable IT support.
Education
Associate of Applied Science - Computer Science
Houston Community College
Houston, TX01-2022
Skills
- Technical Troubleshooting
- IT Support
- Customer Assistance
- Regulatory Compliance
- Time Management
- Technical Support
- Python
- Software Installation
- Quality Assurance
- Product Troubleshooting
- Payroll
- Application support
Certification
- CompTIA A+
CompTIA • 2021
Timeline
Technical Support Representative
Concentrix
02.2024 - Current
Help Desk Support Technician
Apple
12.2022 - 12.2023
Help Desk Support 1
Mattress Firm
04.2022 - 12.2022
Customer Support Specialist
SaskTel
01.2020 - 11.2021
IT Technical Support
Bell Mobility
05.2019 - 12.2020
Associate of Applied Science - Computer Science
Houston Community College