Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Certification
Timeline
Generic

Chukwuemeka Iwuannyanwu

Moncton,NB

Summary

Dynamic IT security support Analyst with a proven track record at Avvic, enhancing organizational satisfaction through expert complaint resolution, efficient CRM software use and Technical troubleshooting. Achieved a notable increase in first call resolution rates, demonstrating exceptional problem-solving skills and the ability to build strong customer relationships. Excelled in a high-volume environment by leveraging technical support expertise and interpersonal skills for superior service delivery.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Contact Center Representative

TD Bank
06.2024 - Current
  • Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
  • Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
  • Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
  • Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
  • Managed high call volume while remaining focused on delivering excellent customer experiences.
  • Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
  • Enhanced team productivity through effective collaboration and communication with colleagues.
  • Reduced handle time by quickly identifying customer needs and providing accurate information.
  • Investigated and resolved accounting, service and delivery concerns.
  • Contributed to continuous improvement initiatives, implementing feedback from supervisors and peers to enhance personal performance.

Technical Support Representative

Kelly Connect
02.2024 - 06.2024
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Enhanced customer loyalty with prompt and effective resolution of technical issues.
  • Improved response times to support requests, optimizing team shift schedules.
  • Maintained high levels of customer satisfaction, consistently exceeding departmental goals.
  • Achieved recognition for outstanding problem-solving skills in complex technical environments.

IT Security Analyst

Avvic Consult
01.2020 - 01.2023
  • Simplified the process of rolling out security updates to end-users by creating an easy-to-follow update schedule and corresponding documentation.
  • Conducted thorough risk assessments for proposed projects or changes in technology infrastructure, highlighting potential vulnerabilities before implementation could begin.
  • Established a robust patch management process that ensured timely updates to software and hardware components across the organization.
  • Streamlined communication channels between IT staff members during critical incidents by developing clear escalation paths based on severity level classification.
  • Spearheaded the development of an incident response plan, significantly reducing downtime in the event of a breach.
  • Identified areas requiring improvement through detailed analysis of past incidents, preventing future occurrences through targeted remediation efforts.
  • Provided comprehensive training to employees on cybersecurity awareness, promoting a culture of vigilance.
  • Collaborated with cross-functional teams to address complex security incidents, minimizing potential damage.
  • Developed and implemented IT security policies, ensuring compliance with industry standards and best practices.
  • Recommend improvements in security systems and procedures.
  • Performed risk analyses to identify appropriate security countermeasures.
  • Conducted security audits to identify vulnerabilities.
  • Implemented multi-factor authentication measures for all users, adding an extra layer of defense against unauthorized access attempts.
  • Improved overall IT security posture by regularly reviewing and updating protocols in alignment with industry best practices and emerging trends.

IT Support Technician

Nathan Academy
03.2011 - 12.2019
  • Streamlined IT processes for increased efficiency and reduced downtime.
  • Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
  • Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
  • Employed remote support tools effectively for efficient troubleshooting of offsite issues.
  • Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
  • Worked closely with software vendors to report and resolve any identified issues, ensuring that the technology environment remained stable and reliable for all users.
  • Enhanced system performance by identifying and resolving technical issues promptly.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Researched and identified solutions to technical problems.
  • Used ticketing systems to manage and process support actions and requests.

Education

Animal And Environmental Biology - Environmental Biology

Abia State University
Abia State
11.2008

Skills

  • Complaint resolution
  • Workload management
  • CRM software
  • Call handling
  • Problem-solving skills
  • Building rapport
  • Resolving issues
  • System documentation
  • Technical troubleshooting
  • Customer relationship management
  • Remote office availability
  • Complaint investigation
  • Computer skills
  • Staff education and training

Languages

English
Full Professional

Accomplishments

    Detail-oriented and certified Technical Support analyst with several years of experience in identifying and mitigating security threats. Proficient in conducting detailed troubleshooting, system assessment and restoration. Have great knowledge of system and Network vulnerability assessment and strict adherence to company's security policy

Certification

Certified Cisco Network Associate,


COMPTIA Security +,


Google Cybersecurity School (managing security risks)

Timeline

Contact Center Representative

TD Bank
06.2024 - Current

Technical Support Representative

Kelly Connect
02.2024 - 06.2024

IT Security Analyst

Avvic Consult
01.2020 - 01.2023

IT Support Technician

Nathan Academy
03.2011 - 12.2019

Animal And Environmental Biology - Environmental Biology

Abia State University

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Chukwuemeka Iwuannyanwu