Emmanuel Obi
Information System Technical Support Specialist @TP
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WORK HISTORY
Information System Technical Support Specialist @TP
Calgary, AB, CA
Experienced in diagnosing technical issues and offering in-depth backend support and troubleshooting.• Provided business systems, network and internet support to users in response to identified issues• Direct interaction with the customer, managed inquiries, provided technical support and ensured satisfaction.• Combined technical expertise with customer service to advise customers and employees while troubleshooting hardware and software issues.• Diagnosed and resolved network connectivity issues in both WAN and LAN environments• Used analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology.• Collected, organized and maintained a problems and solutions log for use by other technical support analysts.• Troubleshoot and resolve technical issues using established tools and procedures• Ensured proper escalations during outages and followed up with customers until resolution.• Familiar with network infrastructure including wireless access points, routers, switches and cabling.• Participated in an on-call rotation, providing after-hours support as required
EDUCATION
AfriHUB Professional Training Institute, Awka
Network and Computer Technology Certificate
Nnamdi Azikiwe University
BEng
ABOUT EMMANUEL OBI
Highly experienced Network Engineer and Technical Support Professional with a proven track record in implementing impactful solutions to improve customer satisfaction and operational efficiency. Successfully led deployments, optimized performance, and provided robust technical solutions for industry leaders such as Alcatel, Huawei, Nokia, and Etisalat (9Mobile Networks)- Information Technology Professional with proven years of experience in Technical Support, Incident Management, Managed service, Telecoms, Change Management, Customer Service, Network and Enterprise Operations, complemented with a Bachelor’s (BEng) in Electrical, Electronics and Telecommunication Engineering, a certificate in technical support and cybersecurity fundamentals- Led the development and implementation of a comprehensive software upgrade patch for vendor equipment. Effectively managed over network elements and oversaw the complex process of the Etisalat (9Mobile) network swap and modernization- Led a cross-functional team of over 29 NOC Network Operation Centre Engineers in providing 24/7/365 network monitoring, ensuring compliance with SLA/KPI requirements, and implementing corrective measures when necessary - Demonstrated effective communication, and ability to work independently, and as part of a team in implementing and modifying detective and preventive security controls to protect organizational assets- Achieved a significant improvement in network availability, increasing from 85% to 98% through network maintenance and infrastructure upgrades - Resourceful, Strong problem-solving aptitude, attention to detail and an analytical approach.
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