I have significant email support experience because I have worked for Customer Service and NOC for most of my 11-year career and I have gotten used to responding to customers by email and by phone within specified time limits. I am familiar with tasks like, opening tickets, assigning tickets to various suppliers or operation teams, I am also familiar with having to communicate ticket references to customers for follow – up.
More to that, I can write clearly, succinctly, and persuasively, given that I am a good communicator with sharpened language skills in both English and French. I have been interacting with customers on my various jobs for more than ten years now, mostly communicating with them by email in English and in French. During my career I have also had to communicate chief executives by mail an on phone.
Additionally, I am efficient and can handle large volumes of emails. While working as CSOC/NOC engineer for Vodacom Cameroon, on most days, on my eight-hour shifts, I have had to respond to over 50 emails and follow up on the progress of tickets with the respective customers and suppliers.
I am a friendly professional who can flex easily between the demands of different customers. I give full attention to what people are saying and I take time to understand the points being made, I believe these are essential to being successful in this type of job. As well as being motivated to help others, my abilities extend to complaint resolution, communication and customer service. I have over 10 years of Customer Service experience coupled with remote work experience. Since March 2020 due to the COVID pandemic, I have been working from home 75% of the time for Inq Digital Cameroon. I am also familiar with working night shifts and on weekends. I have already built a solid foundation in the field, and I am looking to build on that, with your team.
Experience
Vodacom Business Cameroon
Apr 2012 – Jul 2023
Douala
CSOC / NOC Engineer
Vodacom Business, NOC line 1 Engineer, May 2018 to present.
• Ensuring IT and IoT security for the staff, applying system patches on laptops and
communicating clearly with the staff on security best practices.
• Guarantee quick resolution of connectivity issues by opening tickets and following up with
various team members, contractors and providers.
• Submit weekly and monthly reports of all the activities related to pending tickets and plans for
future action to the NOC Manager.
• Updated customers and various teams on the progress being made on various pending tickets.
• In urgent situations I provide IT helpdesk support to the staff in Vodacom, Douala.
Vodacom Business, Operations Engineer, October 2014 to May 2018
• Ensured IT and IoT security for the staff, applying system patches, managing IT security crisis,
drafting, and enforcing IT security communication plans and emailing them to the staff with
progressive updates.
• In urgent situations I provided helpdesk support to colleagues, resolving problems related to,
printing, email and faulty computers or laptops.
• Submitted weekly and monthly reports of all the activities of the Field Operations department to
my line manager.
• Performed bandwidth integrity tests with the ‘Jperf’ application after microwave and fiber link
installations for new customers and communicating the status to the clients by email.
C1 Public
• Worked with team to guarantee quick resolution of connectivity issues by providing first level
troubleshooting of microwave links and fiber links (on-site) for customers such as.
• Total
• Beneficial life insurance
• Standard Chattered
• Lafarge
• Glencore
• IFC Bank
• Weatherford
• Ernst & Young
• Ecobank
• Halliburton
• MRS Petroleum
• Citi Bank
