Chinenye Iteogu
NOC ENGINEER at MAKASASUN NIG LTD- Claim this Profile
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English -
Topline Score
Bio
Credentials
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Diploma in Customer Service Management
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Experience
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Makasa Sun Nigeria Limited
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Nigeria
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Telecommunications
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1 - 100 Employee
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NOC ENGINEER
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Jun 2017 - Present
MONITOR ASCOT SITES VIA ASCOT PORTAL, DAY TO DAY ANALYSIS OF THE ASCOT SITES, PPM OF BOTH ASCOT AND ACDG WORKING AT SITES, LIAISE WITH THE NOC AT THE FIRM TOWARDS ACTUALIZING THE GOALS AND AIMS OF THE FIRM, WORK WITH THE FIELD ENGINEERS TO RESOLVE ISSUES THAT ARE BEYOND THEIR CONTROL, WORK WITH THE BACK OFFICE TO RESOLVE ISSUES WITHIN AND OUTSIDE THE NOC. MONITOR ASCOT SITES VIA ASCOT PORTAL, DAY TO DAY ANALYSIS OF THE ASCOT SITES, PPM OF BOTH ASCOT AND ACDG WORKING AT SITES, LIAISE WITH THE NOC AT THE FIRM TOWARDS ACTUALIZING THE GOALS AND AIMS OF THE FIRM, WORK WITH THE FIELD ENGINEERS TO RESOLVE ISSUES THAT ARE BEYOND THEIR CONTROL, WORK WITH THE BACK OFFICE TO RESOLVE ISSUES WITHIN AND OUTSIDE THE NOC.
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Ericsson
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Sweden
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Telecommunications
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700 & Above Employee
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Service Desk Analyst, Central Dispatch
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Jun 2015 - Dec 2016
• Coordinates the Service Desk team in providing hands-on technical support on all Field Operations related issues. • Assists in the definition of policies, processes and procedures that ensure incident management and control and define how Field Operations related issues are identified, received, documented and corrected. • Keeps abreast of global and local best practice as it relates to the Central Dispatch’s activities. • Continuously reviews teams’ activities, make recommendations for improvement and implements approved initiatives to ensure enhanced performance of the team. • Establishes and maintains relationships with key internal and external stakeholders. • Follows up with the NOC and other Support teams to adequate closure of Incidents.• Assists in coordinating the activities of the Service Desk in ensuring adherence to defined policies and procedures. • Coordinates the maintenance of Back logs, APMs and ensure that appropriate steps are taken to facilitate speedy resolution of recurring service requests. • Assists in the periodic analysis of issues and requests to identify frequently recurring incidents and thus facilitate their speedy and efficient resolution. • Ensure the escalation of irresolvable issues to relevant parties.• Coordinates the activities of external vendors for asset maintenance and repair. • Ensuring Incidents are closed with the RCA and actions taken to implement the recommendations from RCAs. • Manages inter-functional relations to ensure synergy across the various departmental functions. • Provide leadership and guidance to team members towards the achievement of overall team objectives. • Prepare and compile agreed periodic Active Preventive Maintenance (APM) and performance reports. Show less
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FRONT OFFICE ENGINEER (MTN NOC)
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May 2014 - May 2015
• Monitored in real time, network performance using tools such as OSS, i-Manager, ACC, Remedy etc.• Prepared the Incident Management processes and adhered to it. • Took proactive actions in case of failures and service degradation of individual customer. • Provided 1st level support to the Field Operations Engineers and the Back Office Engineers.• Generated and circulated Trouble Tickets, Work orders, Planned Maintenance, Sites Access, Faults, Outages and RCA reports for internal staff, Customer and third party contractors for various activities.• Defined the criticality of the incident as Critical, Major or Minor as soon as an incident was reported.• Ensured that set KPIs and SLAs were met at all times.• Generated and circulated daily, weekly Incidents reports and availability reports as required.• Escalated all unresolved faults to 2nd line support for resolution.• Monitored Network change activities and ensure network nodes are fault free after changes made.• Closed each Incident with the RCA and actions taken to implement the recommendation from RCA to avoid repeat failure of the similar nature. Show less
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Client Service Executive
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Sep 2010 - Feb 2011
# Handle clients complain #Ensure quick and accurate resolutions to clients complain # Day to day management of clients #Marketing #Act as a personnel officer during meetings with clients and target clients # Handle clients complain #Ensure quick and accurate resolutions to clients complain # Day to day management of clients #Marketing #Act as a personnel officer during meetings with clients and target clients
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Education
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2006 - 2010
Abia State University
Bachelor's degree, Marketing -
Ericsson Academy
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