Paulyn Nwanyanwu

Paulyn Nwanyanwu is Highly skilled, detail-oriented professional with persuasive communication skills and a problem-solving attitude. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement. with over eight years of experience and competence in supporting customers globally on cloud-based applications and on various support levels, at sites and offsite to identify and provide lasting resolutions.

WORK EXPERIENCE

Microsoft Dynamics 365 FO Technical Support Engineer 

Tek Experts, Lagos, Nigeria September 2021 - Current

• Handled tickets with remote and on-site support based on the nature and complexity of issues.
• Investigated system-wide issues, located root causes, and initiated deep corrective actions to prevent a recurrence.
• Identified and implemented optimal technical solutions within the network environment.
• Influenced process and product improvements by offering customer-driven feedback.
• Reproduced and resolved customer issues using internal test environments.
• Observed and tracked the daily performance of computer systems to achieve optimization.
• Diagnosed and resolved faults based on technical knowledge and use of pre-scripted repair trees.
• Maintained detailed records of daily support activities and resolutions.
• Read technical manuals and conducted computer diagnostics to investigate and resolve problems.
• Concurred with user support specialists to manage bigger projects requiring system analytics.

• Scheduled training of software applications, data entry, and retrieval procedures for end users.

Soft Syntax, Lagos, Nigeria

August 2015 - August 2021

• Implemented remote troubleshooting techniques to solve common software and hardware issues.
• Responded promptly to incidents and requests after careful analysis and documentation.
• Addressed and resolved routine user issues.
• Excelled individually and served as a team player to resolve issues during power outages and uncaptured data.
• Maintained detailed records of daily support activities and resolutions.
• Examined source materials to identify data required for the database.
• Safeguarded data and network access through security-related support functions.
• Educated customers on simple methods to solve common software and hardware issues. 
• Performed troubleshooting and diagnosis for issues related to software and peripheral equipment.
• Traveled to customer locations to repair network hardware and mobile devices, including firewalls and tablet computers.

Gistme Communications, Lagos, Nigeria, , Osapa London, Lekki, Nigeria

May 2014 - September 2015

• . Oversaw telecommunications update and maintenance projects, coordinating inventory and personnel to accomplish objectives and meet scheduling targets.
• Optimized system performance with regular reviews of capacity and performance and swift corrections to identified problems.
• Supported users with knowledgeable technical assistance to diagnose and fix issues.
• Met requirements outlined by managers and technicians by modifying systems to account for new requirements and fix problems.
• Evaluated customers' needs and recommended optimal product solutions based on availability, price, and preferences.
• Enforced customer service guidelines with supervised inbound and outbound calls.
• Elevated customer experiences through attentive team support, coaching, and problem-solving.
• Networked with others involved in customer support, orders, and processing to offer high-quality service.
• Supported advanced query resolution by diverting customer queries to the relevant department.

EDUCATION

Mini MBA – IBMI, Berlin, Germany January 2020BTech: Computer Science - Federal University of Technology, Akure, Nigeria April 2014 

•  Best Graduating student, Computer Science Department
• Highest CGPA in Computer Science Department

• Best Graduating Student Academics - 2008
• Best Graduating Student in Computer Science Department-2008
• Highest CGPA -Computer Science Department 2008