Lucky Uwuigbe

Lucky Uwuigbe

Dip. BSc. MBA MIT 

CISSP, CEH, Security+, Python for Pentesters, CCNA, A+, ITSM, ISMS, Cloud+ 

An Information Systems Management Consultant and a Cyber Security Specialist with vast knowledge and experiences in information and communication technology, cyber security, ethical hacking and penetration testing, ISO 27001 and ISO 20000, networking, six sigma and scrum agile iterative model, technical product and software training, corporate and individualized training, incident management, risk management, general insurance advising, accounting and financial management, telecoms networks and IT systems support, marketing strategy and research, corporate sales and negotiations, digital marketing, business intelligence, complex problem solving, technical support and operational management. I am a Canadian Citizen authorized to live and work for any employer, anywhere in Canada.  My Diploma, BSc, MIT, and MBA were assessed / confirmed to be Canadian University Equivalent by The World Education Services of Canada. I possessed a valid full Nova Scotia Driver’s License. I am covid-19 fully vaccinated.

Teleperformance Canada, Halifax Nova Scotia, Canada                                                                                     2018     

Technical Support Specialist (Windstream Project, USA) - Work@Home

• Educated customers on company’s products, service security, and offer fit-for-purpose products and services to meet their needs.
• Activated Fiber, DSL, and Copper broadband internet and POTS (voice) services to ensure new customers enjoy quality and prompt services
• Set up Email Client and Webmail, managed mail contents and resolved customers’ communication access issues, reducing frustrating experiences of clients and meeting their expectations
• Created, deleted, and updated customers’ email addresses and passwords for continuous account access
• Resolved IP geographical conflicts and No Dial Tone/Noise issues with voice calls, to restore services to clients
• Remotely configured and troubleshoot customers’  equipment, reducing logistic cost and improving resolution time
• Resolved system and Internet issues, and managing network outages and escalations, to ensure service availability
• Resolved blacklisted email, internet security compromise, and spyware issues, securing customers’ services & access
• Troubleshoot network interface devices and filters to resolve service quality and availability issues reported by clients
• Resolved earthling and rewiring issues with customers to prevent fault re-occurrence and service outages
• Submitted and processed equipment replacement forms and escalations to prompt restoration of service to clients
• Followed-up and resolved customers’ service requests and pending issues that improved satisfaction by 60%
• Troubleshoot internet and modem connection issues to resolve service fault
• Verified customers’ information and products for authorization and authentication purposes
• Troubleshoot signal, speed, stability, and bandwidth issues with customer services to retain patronage
• Conducted internet speed test for customer broadband services as requested to clarify doubts and confirm throughput
• Audited inventory and billing bandwidth capacity for service delivery and network expansion decision making
• Effectively configured customer services in DSLAM and BRAS to sync with MSS records at the central office
• Dispatched technicians to resolve broadband internet service issues and to conduct POTS repairs for clients
• Liaised with planners, customer care, assignment, financial services, and provisioning teams to ensure quality customer service experience
• Coordinated customer damaged equipment returns for replacement at customer homes
• Proactively identified customers’ needs and offers appropriate company services or product that addressed the needs
• Managed customers service and expectations, and offered operational development feedback to management team
• Escalated where necessary to superiors to address urgent and critical customer service crisis
• Managed customers’ welcome back services, equipment and service upgrades for customers
• Supported customers with WiFi username and password issues to recover their accesses

Conducted customers’ walkthrough on wired and wireless connections to reduce repeat call-in

Globacom Limited, Lagos, Nigeria                                                                                                                      2011-2017

Network Service Manager                                                                                  

• Managed network operations, call center, and company’s submarine infrastructures for 99.99% service uptime
• Attended to customers’ inquiries and requests and followed up to ensure their satisfaction and retention by 30%
• Planned, installed, implemented, updated, upgraded, supported, and maintained systems and networks to guarantee continuous service availability for clients
• Effectively coordinated fault resolution with field engineers and this reduced clients’ service complaints by 40%
• Provided online, telephone, SMS, email, and offline supports with proper ticket management to address clients’ needs 
• Adhered to software licensing standards and procedure to meet SLA and MTTR
• Managed office functions, unit staff, and corporate services from Home to guarantee continuous customer service
• Provided technical and operational feedbacks for business development
• Mentored new hires to develop required competencies for their job, reducing manpower cost and increasing productivity
• Identified and analyzed fault patterns and developed strategies for minimizing network incidents
• Implemented and supported Dark fiber terrestrial/submarine DWDM, fiber SDH links, microwave PDH work orders, circuit rerouting, and migrations as business demands
• Performed service audit, documentation, and configuration management that minimized incident outage by 10%
• Effectively collaborated with technical and non-technical teams, vendors and suppliers to meet clients’ service needs
• Provided prompt regular network and systems service reports for operational improvement
• Troubleshoot and managed LAN, MAN, and WAN for proper network administration
• Coordinated power audits at various customers’ site that reduced OPEX by 15% and improved patronage by 30% 
• Participated in contract negotiations, SLA and proposal meetings with customers and technical partners to define business requirements and clients’ specifications conformance
• ­Facilitated the development and launch of automatic ticket management system that captured network incident visibility and proper fault management
• Enhanced systems performances through conducting periodic preventive and corrective maintenance, links optimization, and remote systems/software upgrades 
• Performed annual staff performance appraisal and achieved 100% uptime service availability reporting for clients and management, that aided in effective decision making 

Cavadox Global Investment Limited, Ogun State, Nigeria                                                                       2008-2011 

• Technical Project Manager
• Planned, delivered, and managed medium to large sized projects
• Coordinate project teams that may be distributed across multiple location sites and disciplines
• Forged strong partnerships with Sales, the Customer, and the Project Team to ensure efficiency across all aspects of the project
• Worked closely with Sales and Technical Leads to understand project requirements
• Responsible for independent project decisions related to scope, schedule, and budget
• Regularly updated customers and internal management on project status via meetings and/or using reports
• Managed project process and resources, including budget and schedules from design and development, all the way to implementation
• Identified process gaps and implemented process improvements to address them at the project level
• Managed technical negotiations with suppliers and conducted Business Process Discovery and Mapping
• Trained individuals and corporations on use of computer softwares, systems, developed applications and packages
• Recruited and trained interns on the assembling and troubleshooting of computers and networks systems
• Managed software development life cycle and its functional performance
• Managed internal communications for planned network outages and system upgrades
• Implemented microwave transmission, VSAT projects, and structured cabling
• Supervised field engineers and technicians in delivering projects according to set standards 
• Designed, installed and maintained computer systems/networks and cyber cafes
• Developed training programmes, schedule and assessment techniques and conducted workforce management
• Met with internal and external stakeholders and clients to review project requirements
• Develop detailed functional and technical requirements for the implementation of business process changes or improvements data analysis and the creation of reports
• Produce process models and workflows, diagrams and provide input into data models
• Prepared Business - and System Use case documentation
• Lead/participate in high-level design, lead requirements and Use Case walkthroughs
• Collaborated with developers and subject matter experts to establish the technical vision and analyze trade-offs between usability and performance needs
• Analyzed data to identify where future opportunities lie, or to confirm success in previous initiatives

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IPNX Nigeria Limited Lagos, Nigeria                                                                                                      2005-2008        

Senior Network Engineer

• Managed network operation center and service capacity of clients and improved customers’ satisfaction by 30%
• Configured IP switches and routers for voice, data, and internet services to meet clients’ business needs
• Mentored and trained interns on core operations reducing manpower cost by 35% and increasing productivity by 40%
• Conducted field/site/cable surveys, link integrity & optimization, remote system upgrades, & network maintenance to ensure quality services are delivered to clients
• Aptly provided technical support to clients and technical field teams to ensure conformance with SLA & OLA
• Reviewed trouble service spots with corresponding customers to ensure effective fault management and resolution
• Participated in business and vendor organized product knowledge trainings to keep up to date with technological service delivery
• Reviewed equipment that are most appropriate for cost-effective service delivery and business profit maximization
• Liaised with upstream providers and vendors for spectrum analysis, VSAT antenna registration and verification and ensured 100% quality of services are delivered to customers’ satisfaction
• Performed site commissioning and job completion process for TDMA, WCDMA, SCPC services without flaws
• Implemented and re-routed circuits, VPN and VoIP, optimized microwave links, and conducted network performance analysis regularly to meet customers’ dynamic needs

Drausnet Limited Lagos, Nigeria                                                                                                            2003-2005        

­Project Engineer                                                                                                                                    

• Conducted site and cabling survey & deployed VSAT systems for both voice and data traffic for clients’ needs
• Trained employees on the deployed technical business service channels and reduced OPEX by 20%
• Set- up LAN, WAN, WLAN, base station and subscriber unit for PTP & PMP to meet customers’ needs
• Prepared budget, bill of quantities, proposals and quotations for RF projects in accordance with specifications
• Collaborated with suppliers and vendors to meet project standards, scopes, and completion deadlines
• Planned and implemented RF links, wireless networks, and service integration boosting efficiency by 15%
• Managed technical teams, telecoms mask/towers, and structured cabling projects in a cost effective approach
• Coordinated the service support of oil companies, banks, and corporate networks to achieve 99.99% retention­

Allstate Insurance Company of Canada, Dartmouth Nova Scotia, Canada                                             2022

Licensed Insurance Agent – Hybrid Work Style                                                                                      

• Cancel, reinstate, and rewrite policies as well as provided various proof of insurance documents to clients 
•  Processed customers consents, account updates, refunds, payments and set up payments as single or instalment
• Assisted customers to get various coverages that are need base - accident and claims forgiveness, family protection, collision and comprehensive, claim forgiveness, minor accident conviction surcharge waiver, roadside assistance, disappearing deductibles, 3 years replacement costs endorsements, limited glass coverage, sewage coverage, and enhanced water damage coverage.
• Processed policies that covers customers’ tenancy, primary home, secondary home, cottage, mobile home, trailers, motorcycles, condominium, and rented properties
• Promoted multi-products policies increase sales revenue and for customers to benefits multi-level discounts, new business discounts, and multi-product discounts.
• Emailed and reprinted requested documents to customers such as insurance coverage, letter of experience, temporary and permanent pink cards,  confirmation of insurance, etc
• Ordered and reviewed MVR and Auto reports for accidents or losses, convictions, and claims and determined insured risk management
• Processed endorsements addition and removal, and floaters coverage, to meet varying customers’ needs
• Processed vehicle addition, substitution, removal, and auto policy cancellation following clients’ changing needs
• Processed auto and residential policies renewals with explanation of insurance coverages and policies to customers
• Used various tools e.g. Underwriting manuals, Focus, Source, Avaya, Outlook, MS Teams tools to provide customer legendary customer experience
• Made approved outbound calls to follow-up with pending customer requests and service needs
• Strived to make sale on every call received and save accounts using fit for purpose or need base product solutions

Allstate Insurance New Product and Product Development Project

Agile Product Development Reviewer - Team Member

• Involved in design thinking
• Contributes to product development
• Testing use cases and functionalities for new products using software engineering approach
• Analysis transferable features of end-of-life software project
• Involved in sprint and project review meetings
• Performance assessment and innovative website layout contributions
• Analyzing prototype product in people experience laboratory using iterative Scrum Agile and Lean Six Sigma techniques
• Review product features and functionalities refinement
• Participate in reviewing enterprise innovative software for organizational internal and external stakeholders.
• Examining New Hire Use case using system testing, integration testing, and acceptance testing

TD Insurance, Dartmouth Nova Scotia, Canada                                                                                      2021

Insurance Advisor – Work from Home                                                                                                    

• Provided insurance guidance & recommendations to customers with first call resolution and satisfaction of clients
• Providing support to peers, contributing to business process innovations and transformation
• Educated customers on company’s various insurance auto and property products for clients’ decision making
• Walk customer through step-by-step procedures to quote and bind automobile and residential policies to ensure subscription for-for-purpose services
• Put vehicle in storage and re-instate vehicles from storage as customer requested based on changing needs
• Processed customers consents, account updates, refunds, payments and set up payments as single or instalment
• Explained billings, invoice date, due date, outstanding premium, renewals to customers for proper understanding
• Cancel policies pro-rata and short-rate as appropriate to meet clients or business purpose
• Processed payments from customers using credit cards and directly from customers’ deposit debit accounts.
• Liaised with internal teams – claims, accounting, CRT, Underwriting to ensure customers requests are treated timely
•  Assisted customers to get various coverages that are need base - accident and claims forgiveness, family protection, grand touring solutions, collision and comprehensive with agreed deductibles, 5 and 3 years replacement costs endorsements, limited glass coverage, sewage coverage and extended water coverage, umbrella policy and so on
• Processed policies that covers customers’ tenancy, primary home, secondary home, cottage, mobile home, trailers, condominium, and rented properties
• Promoted multi-products policies increase sales revenue and for customers to benefits multi-level discounts, new business discounts, and multi-product discounts.
• Encouraged professional identity and alumni association declaration for eligible clients’ group membership discounts 
• Encouraged and closed insurance deals with prospects that called in via telephone using legendary customer service.
• Followed-up and completed pending abeyances and activities to underwriting and CRT teams for accounts’ update 
• Emailed and reprinted requested documents to customers such as insurance coverage, letter of experience, temporary and permanent pink cards,  first and second loss guarantors’ letter, and home coverage, as timely needed
• Handled account updates and consent, played disclosure messages to customer as required for setting up/processing payments, policy changes, paperless option enrolment, and subscribing to myinsurance self-serve online portal
• Ordered and reviewed MVR and FCSA reports for accidents or losses, convictions, and claims and determined insured risk management
• Processed endorsements addition and removal, and floaters coverage, to meet varying customers’ needs
• Provided additional coverage while observing assets limits and binding authority
• Processed vehicle addition, substitution, removal, and auto policy cancellation following clients’ changing needs
• Processed the addition, removal, and cancellation of residential policies based on clients’ needs
• Processed customers premium payment deferment to a future date to avoid payment default and implications
• Processed auto and residential policies renewals with explanation of insurance coverages and policies to customers
• Used various tools e.g. Underwriting manual, Word application tool, Ask Sage, eSpace, home package comparison tools to provide customer legendary customer experience
• Made approved outbound calls to follow-up with pending customer requests and service needs
• Transferred callers to appropriate units after de-escalating and resolving reported issues for prompt treatment 
• Authenticated every customers on inbound and outbound calls, including third parties to ensure confidentiality of customer’s information and attending to the right contacts on accounts with the right privilege access
• Strived to make sale on every call received and save accounts using fit for purpose or need base product solutions
• Took proper notes and own the experience for every call received for easy future references 
• Took and scheduled payments, processed promise to pay and change of payment methods or instruments
• Communicated service status to customers via email, mail, and telephone support channels
• Maintained up-to-dated knowledge on underwriting rules and workflow processes for excellent customer service
• Actively participate in training initiatives targeted towards improving my service delivery performance to clients
• Completed policy applications for clients, issued insurance certificates, processed changes and review renewals
• Provided insurance advise and solutions, conducted needs assessment, and treated clients’ requests 
• Sold new policies to prospects and existing clients and retained business accounts

HGS Canada, Dartmouth Nova Scotia, Canada                                                                                        2019

Customer Relations Associate (Rogers Project: Consolidated Residential Retention) – On-site and Work at Home            

• Trained, assessed, and coached new hires to gain the required competencies for the job, saving cost for the company
• Provided floor support to peers and new hires in an on-site and virtual environments to meet customers’ needs
• Processed orders from the sale of Apple iPhones, Samsung Galaxy, Google Pixel, Huawei phones and tablets
• Educated clients on company’s products, ordering, payments, billings, returns, & replacements to meet their needs
• Assisted customers with wireless products and cable services ordering over the phone to decide on suited services
• Processed account maintenances and provide feedback for training and operational improvements
• Resolved issues with delivery of ordered products and employed fail proof strategies for customer retention
• Created and supported residential wireless and cable accounts for customers’ satisfaction
• Resolved customers ordering and billing issues and processed approved credits and adjustments as appropriate
• Processed diseased and bankrupt accounts, updated customer account details, and authenticated all callers
• Treated quotes, work orders and scheduled technician visit to customer locations for service delivery
• Offered and implemented Internet, TV, and home phone targeted end of promotions and loyalty offers to customers
• Took proper notes and own the experience for every call received for referencing and effective service support
• Take payments, process promise to pay, schedule payments, and change of payment methods
• Communicate service status to customers via email, mail, and telephone
• Process temporary suspensions and transfer of responsibilities for wireless and cable services
• Transfer callers to appropriate departments if necessary, after de-escalating and resolving reported customers’ issues 
• Provide authenticated and eligible customers/callers with requested account related promotions
• Strived to make sale on every call received and save accounts by offering available discount and retention offers
• Advised customers on available and fit-for-purpose offers that meet their needs with 30% closure on every contact
• Make approved outbound calls to follow up with customer requests and needs resulting in 70% targeted results
• Offered and processed value added services following proactive identification of customer needs to retain customers
• Offered and processed customers’ valued price plan changes for their fit-for-purpose and satisfaction improvement
• Conducted credit evaluation and created cases for customer specific situational needs to ensure credit eligibility for available services ordered by clients
• Liaised with cross-functional teams to ensure clients’ needs are met with positive customer legendary experiences
• Walk customers through with self-serve options for set up automatic and one-time payments, account update and offers, and to reduced inbound calls for functions available to customers always at their convenience and to refocus internal human resources

SkyBridge Americas, Halifax Nova Scotia, Canada                                                                                 2018

Home Brand Agent (Publishers Clearing House Project, Canada and USA) – Work@Home                       

• Educated customers on company’s products, ordering, subscriptions, payments, returns, and replacements for assist them in decision making.
• Assisted customer with ordering of products online, tracked and resolved issues with delivery of ordered items
• Provide operational improvements and training advise to support teams and management
• Handled product and sensitive issues while participated in merchandize sales and magazine subscriptions
• Processed customers’ memos and claim paid situations
• Attended to diseased accounts, and processed refunds and returns
• Addressed account consolidation issues, verified and updated customer account record
• Placed orders for magazines and merchandizes for customers, and handled scams and payment issues
• Communicated service status to customers via email, mail, and telephone
• Assisted with customer magazine subscriptions and coded customers’ transactions 
• Replaced lost and damaged ordered items, and cancelled items of no interest to customers based on their request
• Participated in marketing promotions and checked for prize winners
• Assisted with procedures involved with the returns of unwanted orders from customers
• Saved orders sales through discount offers and processed customers’ requests and transactions
• Resolved issues with customers’ shipped orders and received payments from customers 
• Transferred customers’ requests to appropriate units for prompt treatment
• Confirmed financial transactions for customers and provided innovative feedback to management team
• Liaised with cross functional/internal organizational teams to ensure excellent positive customer call experience
• Handled orders’ mailing, and made appropriate outbound and inbound calls to customers to drive sales 
• Generated write up forms and handled pending customer issues

TCW Services, Dartmouth Nova Scotia, Canada                                                                                                2018

Customer Service Specialist                                                                                                                  

• Populated and updated customer records and accounts as business demand
• Verified customer service information to avoid disclosure of account information to unauthorized persons
• Communicated service status to authorized  account customers via email
• Documented customer information for future referencing
• Followed-up with customers on the documents required to pass account verification process
• Transferred customers’ requests to appropriate units for prompt treatment
• Processed customers’ requests and transactions satisfactorily
• Confirmed financial transactions of customers on request
• Resolved customer log-in and security issues to avoid denial of critical services 
• Troubleshoot clients account access issues and resolve as quickly as possible
• Worked with withdrawal and deposit units based on clients’ requests, reducing processing time and increasing clients’ satisfaction

University of Lagos, Lagos, Nigeria                                                                                                         

Master in Information Technology (Distinction)

Obafemi Awolowo University, Ile-Ife, Nigeria                                                                        

Master of Business Administration (Second Class Upper Honours)

University of Benin, Benin City, Nigeria                                                                                

Bachelor of Science Degree in Computer Science (Second Class Upper Honours)

University of Benin, Benin City, Nigeria                                                                                

Diploma in Data Processing (Upper Credit)

Edo College, Benin City, Nigeria                                                                                          

Senior Secondary School Certificate O’ Level (SSCE)