Kelechi Nwafor

Operations Associate

Lagos Mainland, Lagos State, Nigeria3 yrs 2 mos experience

Highly Stable

Key Highlights

Over 6 years of IT support experience.
Achieved 20%+ increase in issue resolution efficiency.
Strong background in both IT and HR management.

Stackforce AI infers this person is a Technical Support Specialist with expertise in IT service management and ERP systems.

Contact

Skills

Core Skills

Technical SupportCustomer Relationship ManagementProblem SolvingCustomer SupportErp ImplementationsCustomer Service

Other Skills

TroubleshootingApplication SupportIncident ManagementPerformance MotivationClient RelationsPersonnel ManagementSensitive InformationCustomer AnalysisSoft SkillsAdministrationCustomer Experience ManagementConfidentialityData EntryCustomer SatisfactionTeamwork

About

As a Technical Support Analyst at Chevron, I provide comprehensive support for various IT systems and applications, ensuring optimal performance and user satisfaction. With over 6years of experience in IT support roles, I have developed strong skills in troubleshooting, problem-solving, and customer relationship management. I am passionate about delivering high-quality service and resolving complex issues efficiently. I have successfully handled multiple complaints and escalated incidents using ITSM and ServiceNow, consistently meeting key metrics and KPIs within agreed SLAs and SOPs. Additionally, I have a solid background in human resources management, having completed a Master's degree in the field. This combination of technical and HR skills enables me to effectively communicate with users, understand their needs, and provide tailored solutions.

Experience

Chevron

Technical Support Analyst

Aug 2022 – Present · 3 yrs 7 mos · Nigeria · Hybrid

▪ Logging and processing support calls/tickets; installing & configuring computer hardware, software, systems, networks, printers & scanners; planning & undertaking scheduled maintenance upgrades.
▪ Provides support for Video Conferencing, Network Connectivity, Computer Inventory, mobile devices, Unix & Linux Desktop OS, Microsoft Windows OS, Microsoft Office and Other productivity applications.
▪ Consistently delivers key metrics & KPIs within agreed SLAs & SOPs while analyzing training needs; Primary complaint escalations point for first level Incident, remote support escalation/resolution, escalation of network application incidents using ITSM & ServiceNow.
▪ Setting up accounts for staff/clients, solving password problems; investigating, diagnosing & solving computer software/hardware faults; engaging staff/clients to resolve support issues.
▪ Implemented strategies and managed action plan that allowed for at least 20%+ increase in efficiency in issue resolution; key contributor to overall business growth.

Technical SupportTroubleshootingCustomer Relationship ManagementApplication SupportIncident Management

Ipi group

ERP IT Support

May 2019 – Jul 2022 · 3 yrs 2 mos · Lagos, Nigeria

Track Oodo ERP issues through to resolution, within agreed TATs, SLAs & SOPs.
Follow up with users to ensure their IT issues are fully resolved after troubleshooting.
Handle staff complaints, provide appropriate solutions & alternatives within the time limits.
Ensure efficient co-ordination of users requests by follow up until resolution.
Providing end user support relating to all PC and telecoms issues

ERP ImplementationsCustomer ServiceTroubleshootingClient Relations