Emeka Okafor
Dallas,GA
Summary
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Highly adept in customer service, troubleshooting IT issues, security, and conflict resolution. Skilled at building rapport with diverse individuals while handling complex technical issues
Overview
17
17
years of professional experience
1
1
Certification
Work History
IT Support Analyst/Help Desk
General Parts Company
03.2020 - Current
- Provide phone-based technical support for troubleshooting computer, printer, and software concerns with customers and associates using our various automotive Technology products including NAPA TRACS Link/Enterprise, Parts & Labor Estimating, PRODemand, and NAPA PROLink
- Design, manage, deploy, and support the hardware, software, and virtual lab infrastructure; test and document all product offerings
- Use of ServiceNow to accept and document problem tickets from start to resolution and verify change requests
- Collaborate with NAPA stores and Vendor Partners in setting up Integrations to our systems with the different Shop Management systems of our customers
- Assist our Sales Representatives with installing, configuring, and training in the use of CSG software and cloud-based resources
- Participate in a periodic scrum in collaboration with the Business Support, Software, and Web development teams
- Troubleshoot connectivity issues between NAPA stores and CSG customers
- Partner with Tier III help desk Analyst to resolve complex problems that require escalation
- Provide detailed descriptions of issues in the Service Now incident system and followed up diligently to ensure swift resolutions
- Provide Remote support for over 1000 parts and service stores located throughout the continental United States and Hawaii
- Setup and administer Active Directory accounts/permissions on windows server 2008 & 2012
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Fulfilled a wide array of duties including assisting in managing project roll-outs and conversions, researched, installed and tested new software before release, and created several technical procedures
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Identified and resolved problems through root cause analysis and research.
Product Support Technician
Insight Global (Home Depot, Marietta Technology Center)
01.2019 - 02.2020
- Troubleshoot technical issues via phone, tickets, and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalate unresolved issues to L3 or engage service vendor
- Install, configure, support, and troubleshoot remote VPN and VDI technologies, Citrix gateway, Cisco Anytime connect, and Skype
- Maintain PCLS software server for manual installation of software packages
- Provide end-user support for over 500 Windows Active Directory, IBM, SAP, and Oracle accounts within various user domains for company
- Perform imaging of over 10 Windows 10 machines daily and support deployment of mobile Apple OS for phones and tablets
- Support end-user secure authentication using RSA tokens and system security by deploying antivirus systems from McAfee and Windows Defender
- Monitor network for security breaches and investigate violations when they occur
- Install and use software, such as firewalls and data encryption programs, to protect sensitive information
- Remotely assist users with o365 application issues and troubleshoot problems with network printers.
- Responded to over 50 internal customer inquiries daily and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software, and network issues.
- Helped streamline repair processes and update procedures to support action consistency.
Technical Support Representative
Alorica Teleservice
11.2017 - 12.2018
- Answer over 50 calls daily regarding customer outages, service issues, technical, operational, or informational issues
- Troubleshoot technical issues on customers' IOS and Android phones and network connections
- Provide desktop end-user support and PC Setup/Configurations through Helpdesk and walk-ups
- Provide end-user support for Store Sales associates experiencing technical issues
- Secure systems against network intrusions and maintain compliance with security protocols as advised by company
- Initiate and complete repair orders for phones, home routers, and other network tools
- Continually maintain working knowledge of all client products, services, and features
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
It Support Analyst
Access Bank Plc
06.2010 - 05.2017
- Worked on team that merged, and upgraded, all technology assets of 5 major commercial banks
- Part of team that deployed software solutions for mobile, online training, remote collaboration, and trade finance and adoption of a new Banking software that served over 6000 users
- Interacted with Bank representatives and vendors to identify technology products that would support and enhance departmental and company operations
- Provided daily support to users learning new technology products to support existing operations and assist workflow expansion.
Channel Sales Specialist
Etranzact
06.2007 - 06.2010
- Manage deployment of electronic and mobile payment systems to over 50 partner banks, Big Box retailers, Telecommunication firms, and Universities
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Developed and managed relationships with key clients and partners to drive growth
- Recruit, engage, and manage over 100 mobile money partner agents.
- Coordinated and executed marketing campaigns to generate new leads and sales opportunities.
- Built rapport with customers and assessed needs to make product recommendations and upsell
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales
Education
Bachelor of Arts - History/ English
University of Nigeria
Nsukka, Enugu, Nigeria10.1998
Skills
- System Analysis
- Information Gathering
- Workflow Analysis
- Salesforce CRM support
- Troubleshooting
- Team Collaboration and Leadership
- Project Management
- Supervision and leadership
- Self-Directed
Certification
- A+ Certified
- Microsoft Certified Professional
Assessments
- Technical Support - Highly Proficient, 12/01/19, Highly Proficient, Performing software, hardware, and network operations.
- Technical Support - Highly Proficient, 12/01/19, Highly Proficient, Applying protocols to identify errors and solutions in order to maintain system function.
Timeline
IT Support Analyst/Help Desk
General Parts Company
03.2020 - Current
Product Support Technician
Insight Global (Home Depot, Marietta Technology Center)
01.2019 - 02.2020
Technical Support Representative
Alorica Teleservice
11.2017 - 12.2018
It Support Analyst
Access Bank Plc
06.2010 - 05.2017
Channel Sales Specialist
Etranzact
06.2007 - 06.2010
Bachelor of Arts - History/ English
University of Nigeria
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