Osonwa Achilefu

Work History

PayPal

07.2022 - 03.2023

Advanced working knowledge of configuring and trouble-shooting iOS and Android-based mobile devices
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Experience supporting VOIP products/systems
Daily operations utilizing enterprise software systems, Process automation, SQL
Create databases and run in customer systems - process automation, networking, and systems
Maintain all application SLAs and respond to users via ticketing systems for incident management
Perform independent research and provide recommendations for new and improved software/hardware to enhance team's IT capabilities
Identify and implement key KPIs for 2nd level support
Collaborate with other support specialists, clinical team, and QA analysts to identify and resolve complex issues
Built relationships with customers and community members to establish long-term business growth.

Percepta

07.2021 - 05.2022

Provide second-tier customer-facing support for tickets received via multiple contact channels including telephone, web, chat
Serves as initial point of contact for troubleshooting PC hardware/operating system/ application software
Remote access technologies (VPN, Citrix)
Diagnosed and resolved technical hardware and software issues involving internet connectivity, email
Perform responsibilities of Level 2 support to include following up on tickets, troubleshooting, issue resolution, and communicating updates to customers
Triage, own, and resolve Tier 1 Service Desk requests via Jira ticketing system, Slack phone/video conference, or chat, following documented processes
Follow documented and established escalation procedures to remove blockers, highlight efficiency opportunities, identify issues with processes, and suggest policy changes
Serve as technical escalation point for level 1 and 2 teams
Assessed technical complexity of tickets to escalate to Tier 3 team.
Wrote and modified SQL queries to collect data for analytics, and critical statistics and generate reports.

Asurion

08.2020 - 07.2021

Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
Accurately maintain records of repair, transactions, problems, and actions taken
Use analytics and metrics to proactively monitor servers, applications, and networks
Provides support and troubleshooting of applications to both internal teams and external customers via telephone, live online chat, and email
Effectively communicates to internal and external clients and records concise documentation of cases
Supported users with software, hardware, and network issues.
Performed remote support tasks for mobile devices such as smartphones and tablets, correcting issues on iOS and Android units via company software
Working cross-functionally to resolve technical, procedural, or operational issues
Daily use of Salesforce.com and SAP
Create and maintain technical documentation related to client hardware, software, and network configurations
Coordinate and monitor IT support team activities; provide day-to-day technical direction, setting & measuring KPI (Key Performance Indicators) objectives; conduct department meetings
Lead, planned, participated, and executed IT Services projects and IT Help Desk issues; ensured projects adhered to company governance and strategy
Maintain IT and internal process documentation for disbursement and use

Conduent

09.2018 - 12.2019

Meet personal/customer service team sales targets and call-handling quotas
Developed and delivered engaging sales presentations to convey product benefits.
Handle customer complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution
Handle high volume of inbound calls and make in excess of 130+ outbound calls to existing customers, per day
Provides software support/guidance by answering questions on function, features, and usage of software products
Automated contact management system, resulting in better client organization and goal alignment.
Management and configuration of Apple iOS devices
Managing users and computers in Active Directory domain
Brought Customer Satisfaction Index levels from unsatisfactory to levels acceptable to the manufacturer.
Utilized CRM software to manage customer accounts and track performance metrics

TeleNetwork

07.2017 - 06.2018

Handle Tier 1 help desk escalations through the company's internal ticketing system
Troubleshoot common IT problems
Perform basic internet connection troubleshooting
Enhanced helpdesk ticketing system, resulting in 50% reduction in support call turnaround time
Adhere to established IT policies, procedures, and standards and ensure their conformance with information systems goals and procedures
Interact with IT management frequently through timely reporting of operational activities, and with all team members on support issues and needs assessments
Experience in editing, creating, and managing spreadsheets to track and report on payment issues
Administer computer desktop support in accordance with established policies and procedures
Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
Provide remote technical support to users connected to the network or through VPN
Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
Under supervision, provides lower-level technical and end-user support for commercial PC operating systems and COTS and/or custom applications
Performs basic account management such as resetting passwords, unlocking accounts, and modifying user groups

University Of Houston Student Financial Services

01.2014 - 04.2017

Assisted students in troubleshooting and resolving all financial issues regarding their account status at the University of Houston
Used PeopleSoft Personal Management System to manage sensitive financial information, and provide accurate information in regard to loans, tax forms, balances, payment plans, financial aid, and refund status to students/alumni
Directed new, returning students and their families with information regarding tuition costs and all other matters directly related to their financial plan
Manage large amounts of inbound and outbound calls in timely manner
Identify students' needs, clarify information, research every issue, and provide solutions and/or alternatives
Built and deepened productive relationships with prospective students to drive sustained growth.
Supports execution of strategic initiatives in collaboration with internal and external stakeholders
Identifies gaps, issues, and best practices by monitoring performance results against targets
Breaks down strategic problems, and analyses data and information to provide insights and recommendations