Technical Customer Support

Skills

Technical/Customer Support

Phone and Email Technical Support,

Communication & Interpersonal Skills,

Software Troubleshooting & Problem

Solving, IT Helpdesk, Desktop Support,

Technical issues analysis

Customer Support Tools

Zendesk, Jira, Salesforce, Zoom, and other

Ticketing, and reporting systems.

Productivity Tools and IT

Administration

Microsoft Office 365, Google Suites Drive

& Workplace, Active Directory,

PowerShell, RDP, Discord Servers, Azure

Cloud, Git & GitHUB.

Operating Systems

Linux, Windows, Mac OS, Chrome OS,

Andriod, IOS.

Website Development Platforms

Wordpress, SquareSpace, Wix, Joomla,

Shopify.

Programming and Web Development

Python, C, Html, CSS, JS, SQL, Bash.

Microsoft Office Proficiency

Microsoft Office Tools, Excel, Outlook.

Languages

English

Spanish

Profile

Dedicated Technical Specialist leveraging 6+ years of expertise in providing exemplary technical

support, resolving hardware/software issues, and

ensuring a 90% problem resolution rate. Known for

proactive customer service, surpassing objectives, and staying updated with industry advancements to

deliver cutting-edge support. Proficient in

communication, ensuring seamless interactions

that leave customers satisfied.

Professional Experience

Technical Support Specialist, App Supervisor

(Remote Volunteer), TuneKey

June 2023 – present Canada

•Led a team in resolving technical issues, resulting in a 20% reduction in problem resolution time

and fostering a collaborative environment that

boosted productivity by 15%.

•Ensured user satisfaction by implementing

efficient solutions, maintaining a 95% user

satisfaction rate, and actively updating FAQs to

improve self-help resources.

•Documented solutions and common issues,

enhancing team efficiency by 25% and

contributing to the development of robust

knowledge bases for training and reference.

Technical/Web Support Specialist (Remote),

Lifeline Theater Inc

January 2023 – June 2023 Brookfield, CT, USA

•Orchestrated seamless third-party payment

integration, driving a 30% increase in donation

revenue within the first quarter by implementing

PayPal Payment API.

•Proactively responded to forms and webmail

requests, reducing website troubleshooting

resolution time by 20% and ensuring quick and

professional technical solutions.

•Resolved complex website issues related to plugin updates, server, and hosting, achieving a 90%

issue resolution rate, enhancing website

functionality, and user experience.

•Additional tasks encompass setting up

development environments, launching websites,

and assisting the internal team with technical and training support as needed.

Ebuka Gideon Igbo

Technical Support Specialist

ad5ctq@r.postjobfree.com

+234**********, +234**********

22 Dolamu Street, Alimosho, Lagos

State, Nigeria.

https://www.linkedin.com/in/gidexy/

Education

Bachelors in Technology, Federal

University of Technology, Akure. Nigeria

2015 – 2021 Akure, Nigeria

Certificates

GOOGLE IT SUPPORT PROFESSIONAL

CERTIFICATE - GOOGLE, 2023

Client Support Specialist (Contract),

Independent National Electoral Commission (INEC)

2019 – 2023 Akure, Nigeria

•Provided pivotal support for the Bimodal Voters

Accreditation System (BVAS), ensuring

operational continuity by swiftly addressing and

resolving malfunctions, achieving a 30% decrease

in system downtime.

•Spearheaded training sessions for staff and

officers on software usage and troubleshooting

techniques, resulting in a 20% increase in

software proficiency and a 25% reduction in user-

reported issues.

•Guided customers in identifying and resolving

issues, achieving a 40% improvement in service

restoration and functionality through clear and

effective solutions.

•Simplified technical information for non-

technical individuals, fostering better

comprehension and cooperation, which positively

impacted operational efficiency by streamlining

troubleshooting processes.

Technical Support (Remote, Freelance),

Greenfield Technology

2018 – 2022 Akure, Nigeria

•Provided comprehensive technical support to

clients, displaying expertise in troubleshooting

diverse technical issues encompassing hardware

and software solutions. This led to a 25%

reduction in average resolution time and an

increase in client satisfaction by 30%.

•Proactively identified and resolved complex

issues, effectively restoring service and

functionality, resulting in a 40% decrease in

recurring technical issues.

•Efficiently managed a high volume of calls,

emails, and chat queries, handling both hardware

and software technical support needs. This

contributed to a 20% increase in query resolution

efficiency, improving overall customer support.

IT Support Associate (Remote, Volunteer),

Blissful Home Initiative

February 2022 – December 2022 Akure, Nigeria

•Provided comprehensive technical support to

organization staff, promptly addressing support

calls, diagnosing and resolving computer and

software issues, resulting in a 25% decrease in

system downtime.

•Successfully set up new computers and networks,

ensuring seamless operations and improved

network efficiency by 20%, while meticulously

managing backups, maintaining detailed records

of issues, and their solutions.

•Managed and updated the organization's website,

implementing regular updates and modifications

to sustain currency and relevance, maintaining

data integrity by managing server backups, and

securing a 15% improvement in website

functionality.

Technical Support Officer (Remote),

Banex Hotel and Beach Resort

June 2019 – January 2022 Lagos, Nigeria

•Spearheaded the day-to-day support of all IT

systems, business, office, computer networks, and

telephony systems throughout the hotel/resort,

ensuring a smooth and uninterrupted flow of

operations.

•Provided user training and support for all

property/site systems, implementing network

enhancements, hardware, and software support,

resulting in a 30% increase in user proficiency and a 25% decrease in reported technical issues.

•Managed and updated the organization's website,

regularly implementing updates and

modifications to ensure relevance and currency,

safeguarding data integrity by managing backups

of booking servers, ensuring a 20% improvement

in website performance and user experience.

Technical Support (Remote, Intern), Gold Cash

August 2017 – August 2018 Kumasi, Ghana

•Provided outstanding technical and customer

service, actively driving for high customer

satisfaction rates, resulting in a 20% increase in customer return rates and enhancing brand

loyalty.

•Interacted proficiently with customers via

multiple communication channels (phone, email,

and in-person), delivering prompt and accurate

information, ensuring a seamless customer

experience.

•Collaborated with cross-functional teams to

analyze problems and develop innovative

solutions, contributing to a 15% increase in

problem-solving efficiency and fostering a

collaborative work environment.

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