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Growing up in a developing country where resources and avenues for development are hard to come by, I have become a product of resilience, discipline and accountability. With the few opportunities I have been granted, I aim always to become a valuable resource and make an impact.
TECHNICAL CUSTOMER SUPPORT ENGINEER L3
Tek-Experts, Lagos (Microsoft Support) April 2018-Present
Responded to customer inquiries pertaining to product operation Resolved multiple customer service request tickets daily; documenting, troubleshooting and preferring lasting solutions Made Technical Telephony calls to Customers, using proper Introductory, Call handling and Call Closing skills to understand and resolve customer requests. Responsible Person for advanced case collaboration, customer ticket escalations, Technical trainings and presentation, Engineer Ramp-up Contribute new feature requests and be a conduit for customer feedback
Accomplishments Achieved 100% case closure Met and surpassed Customer Satisfaction survey on monthly basis (4.5 target) (Microsoft Incentive Award) Technical team trainer (T4) Managed escalations and involved in advanced troubleshooting
Lotus Beta Analytics, Lagos. Jan 2017 - Mar 2018
TECHNICAL SUPPORT ADMININISTRATOR
Managing and driving the use of client productivity software (Office 365) Act as primary technical employee support for medium scale organization Managing, maintaining and servicing internal network equipment and IT tools
Accomplishments Created first SharePoint workflow for company asset management and new employee checklist Ensured zero data/service breach on network environment Managed 100% of incidents avoiding service disruption
