Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

MERCY OJI

Irving,TX

Summary

Detail-oriented graduate student pursuing an MSc in Cyber Intelligence with foundational knowledge in cybersecurity and governance, risk, and compliance (GRC). Strong interest in threat detection, risk management, and regulatory frameworks for protecting organizations from cyber threats. Developed research, problem-solving, and analytical thinking skills through academic projects and lab environments. Aiming to contribute to a dynamic team, grow technical expertise, and apply theoretical knowledge to real-world cybersecurity challenges. Known for reliability and adaptability, enabling quick learning and application of new skills. Committed to driving team success and contributing to organizational growth.

Overview

14
14
years of professional experience
1
1
Certification

Work History

IT/AV Support (Student Worker)

University of Dallas
08.2024 - Current
  • Provided technical support to students, faculty, and staff, addressing hardware and software issues
  • Managed and resolved trouble tickets, ensuring efficient and timely responses to technical queries
  • Assisted with routine system maintenance, updates, and software installations across campus systems
  • Collaborated with IT staff to troubleshoot network issues and enhance the overall IT infrastructure
  • Gained experience in diagnosing technical problems and performing hands-on troubleshooting in a fast-paced academic environment.

Deputy Manager

Central Bank of Nigeria
05.2018 - 06.2024
  • Improved currency processing by reducing waste and maximizing resource utilization, leading to an increased average profit of 15% year-on-year
  • Proposed and implemented upgrades on currency printing/processing machines with a change management process for software and security patching
  • Monitored the performance of service providers in line with SLA to ensure compliance and delivery within the turnaround time
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency, and help the company evolve and grow
  • Maintained, documented, and presented progress reports to leaders
  • Functioned as a point of contact for project administrators and managers focused on timely and successful completion of full lifecycles of assigned projects.

Service Manager

Heritage Bank Plc, Abuja
02.2017 - 04.2018
  • Trained and mentored departmental staff on policies, procedures, and software applications used in the bank to establish a strong foundation for the smooth running of the bank
  • Manage the Bank's exposure to external and internal risks at the service delivery front, including adherence to procedures, optimum cash management within set limits, cost reduction, and physical security of Bank staff and assets
  • Prepared and administered yearly budgets; identified investment opportunities, threats, and challenges to forecast the Branch budget accurately
  • Supervised a team of 15 banking operations staff to ensure quality service delivery to customers and continuous improvement in all areas
  • Monitored team performance, adhered to service level agreements (SLAs), and provided detailed job training.

Customer Service Executive

Heritage Bank Plc
10.2013 - 04.2018
  • Analysis and implementation of all standard procedures in the account opening process
  • Ensured prompt response to service inquiries, and escalated client complaints when necessary for quick resolution thereby reducing service failures by 50%
  • Reduced turnaround time for transactions by 40% and ensured quick resolution of customer complaints by introducing an efficient document filing system
  • Successfully provided quality and efficient service to customers through daily team management and policy review, ensuring customer interaction with the Bank was exceptional
  • Resolved customer billing errors by researching issues in the system, asking open-ended questions, and determining the root causes of problems.

Customer Service Executive

Zenith Bank Plc
05.2011 - 09.2013
  • Resolved customer billing errors by researching issues in the system, asking open-ended questions, and determining the root causes of problems
  • Escalated critical customer issues to the supervisor to avoid lost revenue and canceled policies.

Education

Master of Science - Cyber Intelligence

University of Dallas
Irving, TX
11.2025

MBA - Human Resources Management

Nile University of Nigeria
09.2022

Bachelor of Arts - Philosophy

Ebonyi State University
09.2007

Skills

  • Python
  • Customer service
  • Problem-Solving
  • Communication
  • Analytical
  • Risk management
  • KYC/AML
  • Process and procedure development
  • Operations Management
  • Adaptability
  • Fast learner
  • Team collaboration
  • Research
  • Leadership qualities
  • Recordkeeping and confidentiality
  • Microsoft Office Suite
  • Business Analysis
  • Regulatory Compliance
  • Fluent in English Language

Accomplishments

  • Data Analytics (International Training Institute) - 2021

Certification

Google Cybersecurity (Coursera) - June 2023

ICA International Advanced Certificate in Anti-Money Laundering – July 2024

Timeline

IT/AV Support (Student Worker)

University of Dallas
08.2024 - Current

Deputy Manager

Central Bank of Nigeria
05.2018 - 06.2024

Service Manager

Heritage Bank Plc, Abuja
02.2017 - 04.2018

Customer Service Executive

Heritage Bank Plc
10.2013 - 04.2018

Customer Service Executive

Zenith Bank Plc
05.2011 - 09.2013

MBA - Human Resources Management

Nile University of Nigeria

Bachelor of Arts - Philosophy

Ebonyi State University

Master of Science - Cyber Intelligence

University of Dallas

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MERCY OJI