Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Precious Nmezi

Charlottetown,Canada

Summary

Dynamic Support Analyst with a proven track record at Cogsdale, excelling in SQL and customer service. Expertly resolved complex technical issues while enhancing user experience and maintaining high satisfaction levels. Passionate about leveraging automation, utilizing Linux, and collaboration to drive efficiency and deliver exceptional results in fast-paced environments.

Overview

7
7
years of professional experience

Work History

Support Analyst

Cogsdale
Charlottetown, Canada
08.2021 - Current
  • Diagnose and resolve technical-related issues, including software troubleshooting for Microsoft GP ERP, and CIS systems.
  • Organize onboarding and error resolution phone calls to walk customers through the product's scope, capabilities, limitations, etc. Including troubleshooting steps with members of the Development team.
  • Utilize SQL for data manipulation, executing stored procedures, and troubleshooting database-related issues.
  • Educate newer members of staff on Cogsdale architecture, REST API calls, navigating through the audit trail to identify errors, common causes, and resolutions.
  • Manage user accounts, including password resets, access permissions, account troubleshooting, and API token use.
  • Customers perform test transactions by placing a preauthorized credit card hold to ensure that custom solutions work as intended.
  • Build workflows and scripts, along with the Development team, to help efficiently handle bulk tasks.
  • Work alongside the implementation team to handle less advanced custom solutions for clients, enabling them to use the Cogsdale product within their system by inserting JavaScript code snippets into their existing architecture.
  • Track and manage customer tickets using Jira, ensuring detailed documentation of troubleshooting steps for knowledge sharing.
  • Utilize New Relic to monitor user activity and serve as an audit trail to aid in troubleshooting unintended user configuration changes.
  • Conduct performance checks, including SQL maintenance jobs, SQL trace analysis, and error log review, to monitor and address issues within client environments.

Technical support representative

Techmahindra
Montreal, Canada
03.2022 - 06.2022
  • Provided real-time technical support via chat for internet, phone, and cable services, handling two customer inquiries simultaneously.
  • Prioritized tickets based on high value status of customer and issue severity level.
  • Diagnosed and resolved connectivity, account, and service-related issues efficiently while maintaining a high level of accuracy.
  • Collaborated with cross functional teams including, Product and Development to diagnose and resolve complex technical issues.
  • Assisted customers with troubleshooting steps, service activations, and account modifications.
  • Maintained a professional and customer-focused approach while managing multiple chats in a fast-paced environment.
  • Documented all interactions, troubleshooting steps, and resolutions accurately for future reference.
  • Ensured Service Level Agreement, CSAT, resolution time and other key KPIs were always maintained at above 85% to ensure contractual obligations were met.

Customer service agent

Shaw communication
Charlottetown, Canada
05.2018 - 12.2021
  • Addressed customer inquiries regarding internet, phone, and cable bundle services, providing clear and accurate information to support informed decision-making.
  • Assisted customers with billing inquiries, explained charges, processed payments, and resolved discrepancies efficiently.
  • Demonstrated empathy and professionalism in all customer interactions, ensuring a positive service experience.
  • Maintained accurate and detailed records of customer interactions, including concerns raised, solutions provided, and necessary follow-up actions.

Education

Bachelor of Science - Actuarial Science and Statistics

University of Prince Edward Island
Charlottetown
04.2022

Skills

  • SQL
  • CSS
  • Linux
  • New Relic
  • HTML
  • JavaScript
  • Customer service
  • Ruby

References

Available upon request.

Timeline

Technical support representative

Techmahindra
03.2022 - 06.2022

Support Analyst

Cogsdale
08.2021 - Current

Customer service agent

Shaw communication
05.2018 - 12.2021

Bachelor of Science - Actuarial Science and Statistics

University of Prince Edward Island

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Precious Nmezi