Summary
Overview
Work History
Education
Skills
Accreditations
Projects
Timeline
Generic

Iziegbe Ogbeide

Lithonia,GA

Summary

Over 5years experience as a Seasoned Technical Support Analyst with track records of assisting over 400 customers in a given week and improving retention by 30%. My core strength is the ability to understand clients' needs and provide the best solution. My managers would mostly describe me as a diligent, conscientious and solution-oriented professional who takes every opportunity to learn new skills and grow immensely. If given the chance, I would excel in the position of Customer Technical support. I look forward to speaking with the hiring teams.

Overview

12
12
years of professional experience

Work History

Technical Support

Micro Center
04.2020 - 02.2024
  • Follows, supports, and assists in the development of standard operating procedures
  • Provides knowledge repository for moderately complex technical support
  • Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology
  • Responsible for maintaining and supporting an oracle database on windows and Unix
  • Participated and supported Oracle server installations both upgrades and standalone installations
  • Worked on various types of system units monitoring and fixing technical problems that might possibly prevent the database instances from their daily run
  • Provide first and second level software and hardware support to end-users, technical users and at client sites
  • Monitor alert logs for database errors
  • Extensive understanding of shell scripting to set Environments and shell Variables on Linux
  • Created tickets, prioritized and escalated issues using Remedy Connector based on SLAs
  • Managed project metrics and enhanced project development
  • Resolved, traced and escalated critical issues to minimize project risk factors
  • Skilled in handling distressed calls from different types of users.

Remote Fraud Specialist

Draftking
Lawrenceville, GA
10.2018 - 04.2020
  • Tracks, monitors & maintains up to date of customers' financial betting accounts
  • Recount any suspicious account movements & unusual fraudulent transactions
  • Suspend flagged or reported accounts temporarily until the investigations are completed
  • Provide technical solutions in a professional manner and to the agreed timeframe
  • Constructed an (IP) analysis and device information to detect potential or existing fraud on any designated account that yielded 30% trust on account security
  • Recommended changes, improvements or enhancements in products to the product development team based on customer feedback
  • Executed an average of 200 tickets in a given week, netting 40 tickets enquiries a day.

Tier 2 Customer Support

Tele-Tech (BOA)
Duluth, GA
10.2017 - 10.2018
  • Build rapport, listen, clarify and manage conversational flow
  • Administered upset customers, conflicts and challenging situations as team lead
  • Rendered support to customers enquiries in regards to tracking case status and processing necessary information for final authorization
  • Cushioned customer's data by keeping all information confidential-Processes miscellaneous paperwork
  • Executed an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).

CVS Specialist

CVS Pharmacy
Atlanta, GA
05.2016 - 10.2017
  • Rendered support to customers enquiries in regards to tracking case status and processing necessary information for final authorization
  • Accurately and consistently document each call in the members electronic record, thoroughly completing required actions with a high level of detail to ensure we meet our compliance requirements
  • Adheres to care management, privacy and confidentiality, and quality management processes in compliance with regulatory, accreditation guidelines, company policies and procedures
  • Responsible for the overall coordination and processing of new patient medication orders and reorders, which includes verifying and revivifying benefits
  • Cushioned customer's data by keeping all information confidential-Processes miscellaneous paperwork
  • Executed an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume)
  • Computed logs and records data of customer support interactions by inputting updated information into the Company system database in a timely and accurate manner
  • Illustrated strong conceptual and analytical skills with the ability to independently drive timely resolution of complex issues.

Team Lead, Technical IT Presales, Account Manager

Lenox Reed Ltd.
03.2014 - 05.2016
  • Engaged in presales technical consultancy, provide technical assistance and guidance
  • Identifying customer's Technical and business requirements, prior to designing a Solution
  • Supporting business sales teams, account managers and partners on the proposal activities
  • Provide technical solutions in a professional manner and to the agreed timeframe
  • Build productive relationships internally and externally, fostering teamwork by keeping colleagues updated on activities
  • Recommended changes, improvements or enhancements in products to the product development team based on customer feedback
  • Prepare cost estimates and bid documents by studying customer RFPs and consulting with project managers
  • Increased customer satisfaction by resolving issues
  • Conducted research, gathered information from multiple sources and presented results
  • Provided Tier 1 IT support to non-technical internal users through desk side support services
  • Resolve a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
  • Loaded software, granted permissions and configured hardware for new employees as part of the onboarding process
  • Webmaster and Active Directory server manager
  • Mentored junior team members, providing educational expertise on technical concepts and IT Support areas
  • Oversaw project budgets, milestones and team performance.

IT Consultant

Spacio Systems Ltd
07.2012 - 03.2014
  • Procuring and supporting the deployment of computer application systems including version management, data recovery and deployment to user's offices
  • Corporate branding, installation and implementation of Digital signage
  • Database management
  • Networking planning and implementation
  • LOS (Line of Sight) Survey Operation Telecoms
  • Oversees and Directs day to day activities
  • Handling escalation, resolving user issues and monitoring the performance of business-critical systems
  • Submitting of PO and Managing account, invoicing payment
  • Performed monthly reconciliation of open PO (Purchasing orders).

Education

Bachelor Degree - Computer Science

UNIVERSITY OF LAGOS (UNILAG)
05-2012

Skills

Operating System (Windows Server 2003/2016/2019, Linus, VMware and all other Windows base version,) Process Flows & Call-Tracking Tools: ITIL incident management service processes; HEAT, Network configuration, Networking Hardware Installation, Network Support, Platforms( Windows, Mobile, Unix, NetWare), Servers Wireless Area Network (WAN) Architecture, Database, Microsoft Visual C#NET, MicrosoftNet Framework, Technical Assistance, Oracle cloud Infrastructure Solution, AWS Solution, Netapp Technical Positioning of Storage GRID, HPE Converged Infrastructure Credential Database: MS Access, MS SQL and Oracle 10g/11g/12c Website Optimization (JavaScript’s, Html, PHP, CSS MySQL, Programming, Google workspace, Content Marketing, Web development projects (WordPress, Ecommerce, SEO, OpenCart, jQuery, Megento), MS office, Training and Development, Agile Workflow, Nodejs, Java Networking: Windows Server 2003/2008, WINS, AD, Network Security, VPN, Cisco Open Source: Windows, Apache, MySQL, PHP, WHM, HTML5/XHTML, CSS, JavaScript, jQuery GUI and Graphics Design: ADOBE CS Suite (Dreamweaver, Fireworks, Flash, Illustrator, Photoshop), Microsoft Office Suite (Word, Excel, PowerPoint, Access) Cloud Computing infrastructure (AWS, Oracle, Google, Digital Ocean, Dockers, Python, Ubuntu, API, Microsoft Azure), GE Concord, DSC Impassa, Safe watch 3000, Quick connect 3, Command, Simon XT, Qolysys IQ2 IQ4, Citrix Receiver for MMB, Chudly, The Shield, Aspect Workforce

Accreditations

  • IoT, M2M connectivity Peplink and Cisco, HPE-Building server solution, competitive market assessments, business development.
  • DellEMC: Data Protection Specialist Backup Recovery Solutions Specialist Backup and Storage.
  • HPE Converged Infrastructure Credential 2018
  • Oracle Cloud Infrastructure Solution
  • VMware - Simplify IT, Veritas - NetBack and Storage
  • Website Development and C#
  • NetApp Technical Positioning of StorageGRID
  • AWS solution Architect
  • Peplink PCE Program
  • Newrelic
  • Python 3
  • Windows Servers, Base OS
  • AWS Cloud Arch

Projects

UBA, FCMB Bank Automated Teller (ATM) Machine Connectivity and site to site connectivity UBA, Sterling Bank Application's performance Platform Deployment of Newrelic APM and Infra Agents and collecting metrics Exxon mobil, Automated Workflow interface using Oracle cloud infrastructure. Exxon mobil , Emergency Evaluation solution and access point integration Lenoox Reed, LoS - connectivity between the two sites and site acquisition.

Timeline

Technical Support

Micro Center
04.2020 - 02.2024

Remote Fraud Specialist

Draftking
10.2018 - 04.2020

Tier 2 Customer Support

Tele-Tech (BOA)
10.2017 - 10.2018

CVS Specialist

CVS Pharmacy
05.2016 - 10.2017

Team Lead, Technical IT Presales, Account Manager

Lenox Reed Ltd.
03.2014 - 05.2016

IT Consultant

Spacio Systems Ltd
07.2012 - 03.2014

Bachelor Degree - Computer Science

UNIVERSITY OF LAGOS (UNILAG)
Iziegbe Ogbeide