Chidiebere Charles Iroegbu

* Joined a team of presales experts specializing in data center networking and computing, contributing to a dynamic project * Contributed to a cutting-edge lab and demo environment.
 * Demonstrated a self-service hybrid cloud solution with automation and open-source tools.
 * Played a key role in evolving the lab setup with new use cases and scenarios, while gaining experience in modern data center technology and DevOps concepts.

* Set up the IT infrastructure for the Hamburg location.
 * Hardware and application support.
 * Procurement, inventory, and secure storage of hardware.
 * Managed accounts for storage, communication, video conferencing platforms, and online tools.

* Led a team of service desk and TOC engineers, providing IT and application support to over 3,000 internal and external customers.
 * Analyzed security alerts to detect and respond to threats, safeguarding data and systems.
 * Implemented and enforced security policies for compliance with industry standards and regulations.
 * Reviewed, onboarded new services, managed license renewals, and optimised processes within the company.
 * Technical and 1st level application support of the company's ERP System.

* Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
 * Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
 * Provided 1st and 2nd Level IT support to internal users, remote stores, and warehouses, with 24/7 escalation.
 * Monitored multiple cloud applications and internal systems. Throwing 24/7 monitoring for internal applications and escalated issues.


* Provided Back Office support, providing detailed information on client-escalated issues and step-by-step troubleshooting guidance for the field team.
 * Managed incident tickets from start to closure, ensuring appropriate progression through continuous oversight.
 * Provided incident updates and notifications to relevant recipients, following defined notification procedures.
 * Generated fault report, including a Root Cause Analysis (RCA) for every fiber failure.

* Generated sales leads by up-selling, cross-selling, and other strategies. Managed large amounts of incoming calls.
 * Built sustainable relationships of trust through open and interactive communication.
 * Collaborated with team members to develop best practices for consistent customer service delivery.
 * Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.