Chukwuemeka Mazi

• Point of contact for feature/function and level one support problems originated by supported end-users
• Provide problem resolution via email and/or live chat response using knowledgebase and template responses that are created to instantly respond to chat sessions and/or email inquiries
• Ensure that end-user problems are resolved within Service Level Agreement parameters set by managers/team leads
• Maintain end-to-end problem ownership of chat and email sessions
• Incumbents will be required to handle up to three chat sessions simultaneously
• Usage of common commercial off-the-shelf applications such as Salesforce C360, along with other proprietary applications to provide live chat services and email resolution type responses

• Work closely with the POS project team (POS, KDS, payments) and the Finance team (Counter app) to drive successful learning and development of employees in Restaurants, Corporate Home Offices, and Distribution Centers
• Responsible for training restaurant employees at Biscuitville on how to use (POS) system and mobile app
• Facilitate the best-in-class learning and development programs for learners of the New Point of Sale (POS) system, Kitchen Display System (KDS), and payment processes at Biscuitville
• Act as the subject matter expert (SME) for the POS, KDS, payments, and the Counter app

• Responsible for day-to-day help desk operations, including ticket prioritization, tracking, and timely resolution, as well as technical support for 8,000+ students and 500+ staff and faculty for The University of North Carolina at Pembroke
• Provided Tier 1 and Tier 2 support and resolved tickets regarding servers, desktops, printers, phones, and office equipment issues for 8,000 onsite and remote end users
• Managed complex hardware, software, and network problems to resolve issues accurately and prepared reports summarizing and analyzing the issue
• Managed the client and end-user device information database in Active Directory and oversaw problem call tracking and inventory management systems to ensure seamless operation

• Provided onsite migration support, including equipment setup, inventory management, and workstation moves.

• Assisted end-users with system setup (Outlook, OneDrive, M365 apps) and troubleshooting.

• Ensured accurate reporting, issue escalation, and adherence to project timelines.

• Gained hands-on experience in IT migrations within a high-profile environment.