Michael Chine

IT Support and Operations professional with experience across service desk support, banking operations, customer service and project-based field operations. Experienced in supporting end users, resolving technical issues, managing customer interactions, and maintaining accurate operational records in fast-paced environments. Skilled in identity and access management, incident handling, user support, transaction processing, and stakeholder communication across both technology and business functions.

Recognized for strong customer service, attention to detail, and the ability to learn new systems and processes quickly. Proven track record of supporting users, contributing to operational objectives, training new team members, and delivering reliable service in customer-facing and technology-driven environments.

Senior Service Desk Technician at Wissenschaft Integrated Limited (2022-01 – Present)

• Provide Tier 1 technical support for State employees and citizens through phone, email, and ticketing channels.
• Troubleshoot Windows operating systems, Microsoft 365 applications, browser issues, MFA, VPN connectivity, and account access problems.
• Support Active Directory, Okta, and Enterprise A&A environments by performing password resets, account unlocks, and user access support.
• Assist Health and Human Services users with legacy Mainframe and Network Entry System (NES) account access.
• Explain technical information clearly to users using practical examples and patient communication to improve understanding and resolution.
• Utilize ManageEngine Remote Support and ServiceDesk Plus to diagnose and resolve end-user issues.
• Document incidents, service requests, troubleshooting steps, and resolutions in accordance with service desk procedures.
• Collaborate with team members to achieve service objectives, maintain client satisfaction, and support team performance.
• Assist users with software installations, printer issues, workstation troubleshooting, and application support.
• Meet service-level objectives while maintaining a high standard of customer service.
• Assist new employees through shadowing, process guidance, and practical explanation of daily support workflows.
• Provide guidance to teammates on complex troubleshooting scenarios and best practices.

Bank Teller / Customer Service Representative at United Bank for Africa – Tribest Corporate Support (2020-01 – 2022-12)

• Processed a wide range of financial transactions, including cash deposits, withdrawals, local transfers, bill payments, government collections, and account-related requests while maintaining strict compliance with banking policies and regulatory requirements.
• Managed customer transactions across multiple banking platforms and payment channels, including Remitta, FIRS collections, MoneyGram, Western Union, and other domestic and international payment services.
• Assisted customers with account maintenance requests, transaction enquiries, digital banking issues, and service-related concerns, ensuring timely and professional resolution.
• Maintained cash accuracy, balanced teller positions, reconciled daily transactions, and supported branch operational controls to ensure financial integrity and compliance.
• Monitored and managed transit accounts, investigated transaction discrepancies, and collaborated with internal teams to resolve customer and operational issues.
• Supported onboarding and guidance of new tellers by sharing operational procedures, transaction processing standards, and customer service best practices.
• Delivered high-quality customer service while handling high transaction volumes in a fast-paced banking environment, building trust and maintaining strong customer relationships.
• Promoted banking products and digital services by identifying customer needs and recommending appropriate financial solutions.
• Maintained accurate records, documentation, and transaction reports in accordance with internal controls, audit requirements, and regulatory standards.
• Collaborated with branch operations, customer service, and compliance teams to ensure smooth service delivery and adherence to banking regulations.
• Recognized as a trusted teller and frequently called upon to assist new team members with transaction processing and operational procedures.

Data Collection & Project Support Coordinator at Solace Development Company – NYSC (2019-01 – 2020-12)

• Led field data collection activities for the Anambra State Vigilante Group Identification Project, supporting the registration and identification of personnel across multiple communities within Anambra State, Nigeria.
• Collected, verified and maintained member records including personal information, contact details, rank, unit assignments, blood group information and other identification data to ensure database accuracy and completeness.
• Conducted onsite registration exercises in both urban and rural locations, capturing photographs and gathering information directly from personnel for inclusion in the central database.
• Designed and maintained identification card templates using CorelDRAW and produced personalized ID cards based on approved project specifications.
• Coordinated the processing, generation, and distribution of identification cards for thousands of registered personnel throughout the project lifecycle.
• Prepared weekly project progress reports, maintained registration records and tracked project deliverables to support management decision-making and contract reporting requirements.
• Supervised daily project activities and provided direction to team members to ensure registration targets, quality standards and project timelines were achieved.
• Responded to stakeholder enquiries and assisted with the resolution of registration, documentation and identification-related issues.
• Contributed to the successful registration and identification of more than 10,000 members of the Anambra State Vigilante Group under a government-supported identification initiative.

Sales Representative at The Millennium Printing Store (2015-01 – 2016-12)

• Handled customer enquiries and processed orders through phone, email and web channels.
• Provided product guidance, pricing quotes and customer complaint resolution while supporting sales targets and team objectives.

PGD in Economics – Anambra State University, Igbariam (2022-12)

HND in Business Administration & Management – Federal Polytechnic Oko (2018-12)

BSc in Business & IT – IU International University of Applied Sciences, Germany