Highly motivated, detailed and results-oriented team and operations leader. Excellent vendor relationship and contract manager skilled in mentoring and developing high-performing teams to meet organizational goals. Adept at implementing systems to track team performance and revenue and reduce shrinkage. Successful in achieving sales and revenue goals and driving the growth of the organization.
Skills
Policy planning/analysis/implementation
Systems configuration/troubleshooting/integration
Cost benefit analysis
Excellent verbal and written communication skills in English
Advanced Software and hardware knowledge of computing, storage and peripheral devices
Ability to use HP CSN, WMS, LMS,and other relevant tools to manage cases
Superior customer service skills
Phone and remote support experience. E-support experience, knowledge and resolution ability
Ability to solve and document solutions for usage of other technicians and customers
Ability train peers on solutions
Ability to take full ownership for resolution with escalated customers
Ability to lead technical action plans
Regulatory compliance
Contingency planning
Risk assessment/impact analysis
Team and project leadership.
Distribution Center Operations
Customer service
LTL shipping
UAT testing
5S
Inventory Management
Project Management
Leadership
Coaching
SOP development
Continuous Process Improvement
Labor Management
Interpersonal Leadership
Lean Process Improvement
MRP and ERP systems
Delegation
Education and Training
Ahmadu Bello UniversityZaria, Nigeria, Expected in 09/2014 ā āBachelor of Science:Computer Science - GPA:
Ahmadu Bello UniversityZaria, Nigeria, Expected in 10/2004 ā āBachelor of Science:Geology - GPA:
PROFESSIONAL CERTIFICATION
Experience
Carrier Corporation - Operations Team Lead/Retail Staging Oakland, CA, 02/2010 - Current
Ensure that orders are assembled, Staged, (Install Image/Applications), pack products according to work instructions to meet daily production plan or required standard.
Build Point of Sales computers by assembling all the hardware parts together.
Troubleshoot faults that arise during staging orders.
Ensure all hardware parts are in good condition and meet the configuration and requirement of the build.
Strictly follow up and implement quality processes and standards.
Respond to mails on issues with orders by providing relevant information to monitoring team/management and timely report any developing issue to Supervisor.
Liaise with NCR management team to resolve any issue that might arise while an order is been processed.
Ensures appropriate labeling, tagging and packing of equipment in assigned areas.
Work in strong liaison with fault call monitoring team remotely to resolve all issues.
Aligned operational boundaries between processes and production demands.
Developed and oversaw strategies for improving operational efficiency and accuracy.
Trained, mentored and motivated employees to maximize team productivity.
Evaluated documentation such as invoices and shipping paperwork for accuracy and compliance.
Maintained safety and emergency readiness among personnel by disseminating information on and monitoring compliance with regulatory and organizational policies.
Developed initiatives for process improvement and reviewed and assessed ongoing operations.
Drove solutions to predominant operations issues by identifying areas of deficiency and performing root-cause analysis.
Motivated employees to share ideas and feedback.
Optimized team performance by training new hires on use of equipment, standard procedures and organizational policies.
Assisted newly hired team members by explaining company procedures and safety requirements and delivered positive feedback upon job task completion.
Inspected production equipment, troubleshot problems and completed minor repairs to maintain functionality.
Asml N.V. - Operations Lead Hillsboro, OR, 10/2017 - 12/2018
Ensures all associates are working productively and following best methods.
Conducts observations to provide coaching and feedback to associates.
Conducts audits to ensure accuracy.
Ensures sufficient workflow into area by communicating with Managers and fellow Team Leads from supporting department.
Assigns tasks for associates and suggest staffing adjustment to Supervisor/Manager.
Ensures paperwork is completed correctly and all procedures are followed.
Assists in evaluating performance of assigned associates.
Communicates with Supervisors/Managers on concerns and needs of the team.
Ensures all safety and quality performance standards are met.
Performs distribution job tasks when not actively responsible for the group and demonstrates work level that meets or exceeds established production standards.
Performs other job duties as needed.
Reports directly to the fulfillment Supervisor and Manager.
Microsoft Corporation - Onsite Support Technician Chandler, AZ, Nigeria02/2011 - 05/2017
Responsible for providing printer (LaserJet, DesignJet and multifunction printers) technical service.
Setup printers to use email, scanning, network setup and training users and IT administrators.
Provides support for implementation, troubleshooting and maintenance of printers.
Aid users in accessing and using print systems.
Ensures timely completion of all client service requests for maintenance.
Effectively communicate and obtain the appropriate data needed to resolve service call.
Interface with other service technicians and service manager to resolve clients issues.
Monitor system performance and propose firmware updates or parameter changes to enhance performance and/or security.
Provide problem identification, diagnosis and resolution of problems.
Provides support for the escalation and communication of status to agency management and internal customers.
Provide remote and on-site support and maintenance of multifunction LaserJet and DesignJet Printers for Aveon Offshore, Nestoil Group Plc and other domestic customers.
Provide effective repairs solution to the satisfactory acceptance by the customer.
Provide a technical leadership role while working with clients and build rapport.
Maintains positive relationships with employees.
Contributes as a team player.
Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.
Documented repair processes and helped streamline procedures for future technical support actions.
Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
HP Service Point, GRA Phase II - Senior Customer Engineer City, STATE, Nigeria02/2006 - 10/2011
Professionally carry out all repair activities of laptops, desktops, servers and printers in alignment with the best standards of Hewlett Packard.
Support and Maintenance of Proliant Servers for TotalFinaElf and SPDC (Onsite).
Provide effective repairs solution to the satisfactory acceptance by the customer.
Work in strong liaison with fault call monitoring team to resolve all issues.
Critical Knowledge of Microsoft Windows Operating Systems.
Handle any other assigned duty.
Handled issues by phone and email at help desk and provided general support, including bug fixes, product updates and resolution of misconfigurations.
Delivered highest level of support, assistance and professionalism to each customer to uphold company commitment to service.
Educated customers by explaining all technology issues in terminology simple to understand.
Upsold warranties and service contracts to customers by using persuasion skills and detailing how each offering would be beneficial.
Provided secondary support to field engineers, helping to resolve escalated service calls by leveraging remote access tools, producing fast result.
Received and prioritized support requests to maximize resource utilization.
Imaged OS and software deployments throughout system and addressed any implementation concerns.
Trained team members and users in newly implemented and emerging technology to enhance business productivity.
Configured all hardware devices and software settings to optimize network performance.
Troubleshot and resolved issues with peripheral devices such as printers and copiers for end users.
Recognized by management for providing exceptional customer service.
Leveraged Microsoft Excel to input and compile data gathered from various sources.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Improved operations by working with team members and customers to find workable solutions.
Activities and Honors
Accomplishments
Instrumental in developing work instructions for some key accounts e.g. Popeyeās and also, train fellow associates on staging and making Standard accepted Labels.
Specifically assigned to guide fellow associates on assigned tasks by following up on progress and seeing it to completion and designated the official Popeyeās trainer by my Supervisor.
Assisted in disaster recovery of the Retail staging project after Tornado destroyed the entire warehouse in February 2020, and help in coordinating the design and implementation of another staging facility in PeachTree City, Atlanta location. Train the newly hired Associates and Supervisor to run and manage the facility within 6 weeks.
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