Software Engineer
Professional Summary
David Obinna Asiegbu is a smart, energetic, technically savvy and Technical Support Engineer turned Software Engineer with more than 8 years Customer support experience and over 5 years professional experience in Project Management, Customer Service, Segment management, Back office Support Management and Quality Management in the Telecommunication and Petrochemical sector. He was part of the pioneers of a robust ICT technical helpdesk providing real time customer and back office support to over 10,000 High Value Customers in the MTN customer support helpdesk for 3 years.
David pioneered and was also part of successful MTN Customer Relations/ Call Centre Projects that ranges from call center leadership transitions, to Interactive Voice Response, Virtual Channel Support and Account Management for High Value Customers.
He started his journey as a Web Developer when he enrolled in the Google Africa Scholarship in partnership with Andela and Pluralsight. He has also received world class training from Facebook in partnership with Openclassrooms and Andela. He is now proficient in Front-end and Back-end web technologies, System and Network Administration, Incident and Problem management, IT Service Management (ITIL), Data Comparative analysis, User Acceptance Tests.
Before Joining MTN Nigeria, David worked as Product Inspection Officer with Technotap Nigeria Limited an indigenous Nigeria Pipeline and Coating Company where he was involved in inspections, monitoring and evaluation of products performance on an on-going basis.
He holds a B.Eng in Polymer Engineering from Federal University of Technology Owerri, Nigeria. He has also completed various professional trainings and received certificates in Frontend and Backend Development, Project Management, Customer Service, IT service management from ITIL UK, Harvard Business Publishing, MTN Academy, Chicago Institute of Business, USA.
David is a member of Institute of Strategic Management, ISMN, a capacity builder committed to raising leaders and role models.
Technical Skills and Experience
- Using best practices to structure HTML, CSS, and JavaScript code as components
- Writing tests to ensure the site’s front-end accounts for all possible uses
- Developing and improving an application software
- implementing software tests and debugging codes
- Working knowledge of current Windows environments.
- Familiar with common web browsers and basic internet protocols (e.g., HTTP, FTP, RDP).
- Strong understanding of technical troubleshooting and issue identification/ resolution.
- Charging systems (Prepaid and Postpaid; SV, Mobile Intelligent Network Service Administration Tool, Microsoft Excel, PowerPoint, Project, Visio, MS Project, Primavera
- Operation Support System, Database applications, Statistical application, Customer Relationship Management,
- Sound understanding of networking and Telecom standards
- Troubleshooting and resolving telecommunication (Data and Voice) issues.
Customer Support and Management Skills and Experience
- Customer conflict resolution
- Ticket handling; Issue tracking.
- Software Troubleshooting, Virtual environments.
- Strong Knowledge about IT Service Management and IT support processes with focus on Service request, Service Catalogue, Incident, Problem, Asset and Change
- Operation Support System, Database applications, Statistical application, Customer Relationship Management,
- Sales and Account Management, Project Engineering and Management, IT Service Management(ITIL),
- Lean Process and Six sigma Management
Soft Skills
- Excellent written and verbal communications skills in English
- Agile and flexible in in a continuous improvement model.
- Reliable and dependable, ability to work under pressure and extended hours
- Strategic thinking, driven and technically competent with a keen sense for business success.
- Up-to-date purchasing practices, Energetic work attitude and Strong organizational skills.
- Decision making & problem solving, innovation at its peak, good analytics and organizational skills.
Work Experience
HNG Internship, Facebook Developer Circle Training, Google Africa Scholarship
Front-End Developer (Internship)
May 2019 - Present
- Using best practices to structure HTML, CSS, and JavaScript code as components
- Writing tests to ensure the site’s front-end accounts for all possible uses
- Ensuring the maintenance and growth of a site’s front-end
- Developing and improving an application software
- implementing software tests and debugging codes
MTN Nigeria
Customer Support Engineer (Virtual Support Channels)
Nov 2016 - Present
- Ensure MTN brand of excellence is promoted on the MTN social media channels
- Ensure and provide quality customer service to ensure minimal customer churn
- Continuously seek self-professional development to sharpen skills and capabilities in an evolving digital landscape
- Generate relevant reports as required by the business Constant analysis of Customer database for Revenue Management and Churn analysis
- Perform Service fulfilments for Top Enterprising customers
- Work with product, UAT and support teams to validate new products, new systems and upgrade
MTN Nigeria
Customer Support Engineer- 2nd Line(ICT/DATAHUB Help Desk)
Aug 2014 - October 2016:
- Coordinated a 2nd -Tier support team responsible for resolution of all DATA network faults and management of all trouble tickets in line with company procedures.
- Conducted research on potential customers and potential spend profile using the data mining system and analysis industries to identify new prospects or opportunities.
- Interfaced with various groups in the company in resolving network problems, ensuring all unresolved faults of Internet and Data Services are escalated to Field Engineers and NMC Data/Internet Co-ordinator.
- Performed post-implementation analysis and provide feedback on improvements of Data/Internet functionality to NMC and other stakeholder departments.
- Ensured proper monitoring of all network changes according to the organisation process /procedures and also provide regular updates on MTNN Data performance and other network issues to the management and other relevant departments in the organization.
- Provided relevant enterprise and data comparative analysis on national and international telecom providers.
MTN Nigeria
Project Co-ordinator- (Systems and Processes Unit) CR
Mar 2011 – July 2013
- Met projects deadlines with expected number of invoices manually edited error free.
- Provided excellent data validation on all monthly customer products/services charges.
- Used relevant metrics and measures to routinely monitor performance against targets and take appropriate actions to ensure targets are met and exceeded.
- Successfully prepared 99.9% error free bills manually using Excel and CRM tools.
- Worked with functional managers and the team sponsor to obtain necessary resources to support the team’s requirements
- Prepared weekly and monthly sales status reports.
- Coordinated meetings with the product committee, project manager and functional management to discuss project impediments, needed resources or issues/delays in completing the task.
MTN Nigeria
Customer Care Representative (1st Line)
Aug 2009 – Feb 2011
- Provided 1st line support using all 1st line customer service applications.
- Ensured customers are educated correctly and issues resolved in light of the Service Level Agreement (SLA)
- Ensured adequate selling techniques (Upselling, Cross selling) were employed when attending to customers.
- Established and maintained professional business relationship with customers to enhance MTNN’s services.
- Ensured delivery of excellent customer care and service delivery for a first call resolution.
- Ensured key customer data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
Technotap Nigeria Limited
Product Inspection Officer
March 2006– Apr 2007
- Carried out successful inspection and testing of products using precision instruments.
- Successfully updated quality control documents and standard operating procedures.
- Project managed quality standards during projects.
- Made adequate recommendations to management and departments on new product solutions, options and innovations.
- Ensured new products designs are line with segment strategy and objectives.
- Monitored and evaluated existing products performance on an on-going basis.
- Developed a mechanism for proactively identifying new product related queries.
- Ensured prompt resolution of identified product related issues.
- Provided information packs and FAQs to guide the deployment and use of new products and services.
- Provided and reviewed User Acceptance Tests (UAT) and Functional Tests.
- Ensured sign off of product specifications and UAT reports.
Cobef International, PH.(A Petrochemical company)
Quality Assurance Officer
Aug - Dec 2005
- Successfully carried out pipeline inspections to understand the types of corrosion and related work to be done to meet project demand.
- Ensured coating operations' success was achieved by complying with company’s quality control policies.
- Successfully presented monthly and quarterly department’s quality projects report.
Education
National Youth Service Corps,(NYSC- A001366039)
Certificate of National Service
June 2008 - July 2009
Federal University of Technology, Owerri (FUTO)
B.Eng. Polymer and Textile Engineering
Aug 2003- Mar 2008
Itire Community Secondary School, Lagos.
WASSC, West Africa Senior School Certificate
May 1994 - June 2000
Other Certificates and Trainings Attended
- May - Dec 2019: Full-Stack Web development, HNG Internship, Facebook DevCircle Training,
- May - Aug 2019: Front-end development, Google Africa Scholarship
- Oct 2015: CompTIA Network+: Cybrary.IT
- Mar 2015: Lean Process & Six Sigma Certificate, Chicago Institute of Business, USA.
- Nov 2011: Project Management: Skillsoft/Piston and Fusion Ltd, Lagos
- Jan 2011: Harvard Leadership Courses: Harvard Business Publishing.
- Nov 2010: Customer Service Professional (CSP): Customer1stlearning Int’l,UK
- Aug 2010: IT Service Management (ITIL V3 Foundation), IT Infrastructure Library, UK
- July 2009: Strategic Management, Institute of Strategic Management Nigeria.
- 2005: CompTIA A+ (System Engineering): CADNETWORK, FUTO.
Personal Data
- Date of Birth: 28th May 1983
- Sex: Male
- Marital Status: Married
- Nationality: Nigeria
- State of Origin: Imo
- L.G.A: Ideato North
Innovative Leadership Roles
Dominion City Church, Owerri and Lagos.
Satellite Pastor
May 2013 – Sept 2017
Peer Education Trainers (NYSC Community Development group)
President/Team Lead
May 2008 – July 2009
NCF, FUTO
Media Coordinator
May 2005 – July 2007
CCM Campus Fellowship
Coordinator, 200 Level
May 2004 – July 2005
Affiliations
Associate Member, Institute of Strategic Management, Nigeria. (ISMN)
Hobbies and Interests
- Volunteering
- playing football
- Public Speaking
- Playing the Piano
References
Gbenga Adewoye
Team-Lead, Virtual Channels, MTN Nigeria
More references available upon request.
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