Chibuzor Mmadu

Dedicated and detail-oriented professional with experience in network surveillance analysis, human resources, and customer service. Proven ability to enhance operational efficiency and foster positive relationships with stakeholders.

Network Survelliance Analyst at IHS Towers (2024-07 – Present)

• Monitor the performance and availability of assigned network sites using network management and remote monitoring tools.
• Detect, analyze, and report real-time network events, alarms, and service-impacting incidents.
• Perform initial fault investigation and troubleshooting by navigating various network and remote monitoring platforms.
• Ensure timely escalation of site outages, warnings, and exceptional events in accordance with Incident and Problem Management procedures.
• Accurately classify, prioritize, and manage incidents based on business impact and severity levels.
• Follow established Incident Management processes to promptly escalate critical network issues to relevant management teams and stakeholders.
• Raise and manage incident and problem management tickets for faults identified across the network.
• Assign tickets to Field Service Engineers (FSEs) for fault investigation, corrective actions, and service restoration.
• Maintain regular communication with Field Service Engineers to obtain progress updates and ensure timely resolution of assigned faults.
• Escalate unresolved incidents that exceed agreed Service Level Agreements (SLAs) to appropriate support teams and management.
• Ensure all tickets are consistently updated with detailed fault information, root cause analysis, corrective actions, and resolution status.
• Verify fault resolution across network sites and drive prompt closure of resolved incidents and problem tickets.
• Provide stakeholders with timely and accurate updates on incident status, restoration progress, and service availability.
• Maintain comprehensive shift handover documentation to ensure operational continuity between shifts.
• Communicate operational issues, escalations, and network performance updates regularly to the Team Leader, Network Surveillance.
• Report significant incidents, service impacts, and resolution updates to management in a timely manner.
• Identify and recommend process improvements, automation opportunities, and best practices to enhance network surveillance operations.
• Continuously seek innovative approaches to improve network performance, operational efficiency, and customer experience.

LEARNING MANAGEMENT at Zenith Bank Plc (2022-10 – 2024-07)

• Developed and implemented training programs, boosting engagement by 30%.
• Managed LMS platform, enhancing user experience and reducing support tickets by 25%.
• Conducted needs assessments, aligning training with organizational goals effectively.
• Facilitated workshops, increasing participant satisfaction scores to 95%.
• Analyzed training data, driving continuous improvement in course offerings.
• Collaborated with subject matter experts to create impactful learning content.
• Streamlined onboarding processes, reducing time-to-productivity by 20%.
• Monitored learner progress, achieving a 40% increase in course completion rates.
• Led cross-functional teams to enhance training delivery and effectiveness.
• Utilized feedback to refine programs, resulting in a 15% increase in retention.

Human Resource Assistant at Sunlight Resources Limited (2022-06 – 2022-10)

• Streamlined onboarding process, reducing time-to-hire by 30%.
• Managed employee records, ensuring 100% compliance with data privacy laws.
• Assisted in recruitment efforts, increasing candidate pool by 25%.
• Coordinated training sessions, enhancing employee skills and productivity.
• Facilitated performance reviews, improving feedback efficiency by 40%.
• Supported payroll processing, ensuring timely and accurate employee payments.
• Implemented employee engagement initiatives, boosting morale and retention.
• Conducted exit interviews, providing insights that reduced turnover by 15%.
• Maintained HR databases, improving data accuracy and accessibility.
• Collaborated with management to develop HR policies, enhancing workplace culture.
• Serve as the direct interface between management and shift supervisors. Address employee grievances, mediate conflicts, and support disciplinary processes.
• Ensure adherence to standard operating procedures (like GMP) and labor laws, while supporting mandatory health, safety, and training programs.

Customer Service Representative at Ison Xperiences Limited (2021-04 – 2022-01)

• Resolved customer inquiries, achieving a 95% satisfaction rate.
• Managed high-volume calls, improving response time by 30%.
• Utilized CRM software to track customer interactions effectively.
• Handled complaints with empathy, retaining 85% of dissatisfied clients.
• Conducted follow-ups, increasing customer loyalty and repeat business.
• Participated in team meetings, contributing to service improvement strategies.
• Developed FAQs, decreasing repetitive inquiries by 40%.

B.Sc. in Computer Science – Tansian University (2016-10 – 2020-11)