Fiona Gabriel Nonye

Spearheaded IT operations, cybersecurity, and service management initiatives as a Graduate Intern, contributing to high system availability and robust security posture across critical business functions.

• Resolved critical IT incidents and proactively monitored system performance via ServiceNow, maintaining high service availability and operational continuity.
• Performed SQL queries to analyze operational and customer data, generating insights for troubleshooting, performance optimization, and strategic reporting.
• Executed comprehensive vulnerability scans utilizing Qualys and Nessus, identifying critical threats and significantly improving the organization's security posture.
• Facilitated User Acceptance Testing (UAT) for new digital platform releases, ensuring functionality and alignment with business requirements prior to deployment.
• Collaborated with cross-functional teams to strategically align IT services with evolving business needs and customer expectations, enhancing service delivery.

Provided critical data analysis support, transforming raw customer and operational data into actionable insights for strategic decision-making.

• Cleaned and rigorously analyzed diverse customer and operational datasets, ensuring data quality and readiness for strategic analysis.
• Developed impactful visual reports and interactive dashboards, empowering stakeholders with data-driven insights for enhanced decision-making.
• Maintained and updated critical data repositories, ensuring data integrity and accessibility for ongoing analytical processes.
• Implemented measures to ensure robust data security and integrity across multiple platforms, safeguarding sensitive information.

Managed comprehensive customer service operations, delivering timely resolutions and enhancing user experience for a diverse client base.

• Resolved an average of 50+ customer inquiries daily via multiple channels (phone, email, chat), achieving high satisfaction through timely and accurate resolutions.
• Streamlined processing of orders, returns, and refunds, maintaining 100% accuracy in transaction records and contributing to efficient financial operations.
• Educated customers on complex product features and services, resulting in a 15% increase in product adoption and enhanced overall user experience.
• Systematically collected customer feedback and reported recurring issues, informing product development and improving service delivery by 10%.

Provided essential technical support and managed IT infrastructure, ensuring seamless operations and basic cybersecurity compliance for organizational staff.

• Provided technical assistance to 50+ staff members, efficiently resolving hardware and software issues across diverse devices (desktops, printers, mobile) to minimize downtime.
• Managed user accounts, password resets, and access permissions for 100+ users, ensuring secure and efficient system access.
• Executed daily data backup procedures and ensured strict compliance with basic cybersecurity protocols, safeguarding critical organizational data.
• Collaborated with the IT team to continuously monitor system performance, proactively identifying and reporting anomalies to maintain operational stability.

Supported critical administrative and digitization efforts for land records, enhancing public service delivery and document management efficiency.

• Assisted in the meticulous preparation and processing of over 200 land titles, certificates of occupancy, and deeds, ensuring accuracy and legal compliance.
• Contributed to the digitization of over 1,000 historical land documents and archives, improving accessibility and preservation of critical records.
• Efficiently typed, filed, and organized official documents and correspondences, enhancing departmental record-keeping and retrieval efficiency.
• Addressed public inquiries regarding land applications and procedures, providing clear information and improving citizen engagement with government services.