Technical Support It
Resume:
Anuoluwapo Naomi Ogun
************@*****.*** www.linkedin.com/in/anuoluwapo-ogun/ +234 808-***-**** PROFESSIONAL SUMMARY
Technical Support Professional with over 4 years’ experience in IT technical support and a strong focus on customer satisfaction. Proficient in web hosting technologies, adept at troubleshooting software issues, and delivering timely resolutions to technical challenges. Proven track record in providing exceptional customer support by properly understanding the peculiarities of each complaint and then determining whether to apply a traditional resolution approach or be innovative toward solving the problem. Employs a bespoke approach to interacting with each customer, resulting in a consistent Customer Satisfaction Score of at least 92%. Continuously stays abreast of emerging technologies to provide in-depth technical support to clients. Always super-happy to help companies achieve their customer satisfaction goals in contribution to the business’s overall objectives. WORK EXPERIENCE
HOSTNOWNOW LIMITED, LAGOS, NG
Technical Support Personnel Jan. 2020 – Date
IT support: Provide technical support to customers and resolve their complaints and requests.
§ Manage and fix problems relating to WHMCS, cPanel, emails, WordPress, DNS, security, etc.
§ Manage and fix all server-related complaints from customers and put measures in place to ensure 99.9% server uptime (this includes 90% no-code and 10% code-related issues).
§ Maintain an average of 20 minutes Turnaround Time (TAT) for non-technical issues and 60 minutes for technical issues. This can be more dependent on the issue, severity of damage to be rectified, and volume of work needed to fix it.
§ Maintain a monthly Customer Satisfaction Score (CSAT) of between 92% - 97% by ensuring all issues handled are resolved with proper feedback/service given/recommendation to customers to help avoid such or related issues moving forward.
§ Revised and distributed 500+ promotional email marketing campaigns using marketing software such as SendGrid to enhance brand awareness and subsequently boost sales.
§ Developed 30+ knowledge base articles featuring step-by-step guides for technical actions, troubleshooting tips, and FAQs, resulting in a significant improvement in First Contact Resolution (FCR) time from 65% to 91% within a year.
§ Oversee the onboarding of new employees by guiding daily tasks, and meticulously reviewing ticket and chat responses which ensures a consistent delivery of positive customer experience 99% of the time. Server Management: Propose and implement solutions to enhance system performance and efficiency.
§ Work closely with system administrators to manage Linux dedicated servers by conducting routine maintenance procedures such as updates, patches, and scans to ensure a minimum of 95% availability and reliability.
§ Examine server logs to identify potential problems, recommend corrective actions, and implement these actions which improve the Mean Time Between Failures (MTBF) by up to 15%.
§ Coordinate efforts with data centers to run frequent server health checks to minimize downtime
§ Collaborate with cloud service providers such as Digital Ocean to deploy and configure cloud-based virtual machines.
Security § Review and server Compliance accounts and logs regularly to detect phishing files, malicious material, DDOS, and spammers. This prevents IP blacklisting, maintains a positive IP reputation, and preserves a sender score of between 80 - 90.
§ Investigate fraud and scam reports submitted by compliance teams and cybersecurity companies, as well as ensure client compliance with relevant regulations, standards, and policies. Backup § Monitor and all recovery automatic backup schedules and routines to avoid backup failure and provide maximum data integrity and recovery.
HOSTNOWNOW LIMITED, LAGOS, NG
IT Support Intern Nov. 2019 – Jan. 2020
§ Maintained an average of 3 minutes of First Response Time (FRT) on all chats engaged.
§ Resolved an average of 75 customer complaints and requests via chats, calls, and tickets daily and recommended actions and processes to help improve their experience.
§ Monitored customer experience with products and services and initiated product updates that directly impacted Customer Retention Rate (CRR) by 17.5%
§ Instituted a formidable relationship between customers and the company, utilizing every opportunity to engage a customer. This contributed to the increase of the company’s Net Promoter Score (NPS) from 35 to 45 within 3 months.
§ Updated and promoted company FAQs monthly based on interactions with customers which increased the self- service resolve rate by about 10% monthly and reduced the number of client complaints by the same value.
§ Established strong relationships with key customers by providing proactive account management service, resulting in continuous patronage and loyalty.
§ Developed a system schedule for automated renewal reminder emails delivered to clients, resulting in on-time renewals and a 12% increase in Monthly Recurring Revenue (MRR). QUESTERGATE LIMITED, LAGOS, NG
Customer Success Manager (Contract-based) Nov. 2021 – Dec. 2022
§ Worked closely with the sales and operations team, sharing 150+ customer insights gathered from cold calls which inspired the development of 5 products/packages tailored to meet recurring customer demands.
§ Monitored 107 client records, analyzing purchasing patterns, renewal frequencies, and preferred services. Leveraged this data to devise and implement retention strategies, resulting in a sustained monthly Customer Retention Rate (CRR) of at least 80%.
§ Established a loyalty program with special incentives for high-paying clients which ensured contract renewals and contributed to the maintenance of a high profit margin for the organization.
§ Conducted market research to aid strategy development for maximum customer satisfaction and achieve overall customer success.
TECHNOLOGIES
CRM Tools Team Management Programming Languages Others ü HubSpot ü Zoom ü HTML ü Microsoft Office Suite
ü Zendesk
ü Tawk.to
ü Intercom
ü Slack
ü Notion
ü Asana
ü CSS
ü JavaScript
ü AWS
ü CPanel/WHM
ü WordPress
ü WHMCS ü Loom ü Digital Ocean
ü Crisp
ü SendGrid
ü Microsoft Teams
ü Linux-based OS
ü Jetbackup
ü MailChannels
SKILLS
ü Customer Service ü Technical Aptitude ü Troubleshooting ü Technical Writing ü Basic Computer Architecture ü Configuration ü IT security ü Software management ü Operating systems (Linux, MacOs) ü System Administration ü Process management ü Critical Thinking ü Domain and Web Hosting ü Project Management ü Research ü Email Marketing ü Project Management ü Conflict Resolution ü Communication ü Problem Solving CERTIFICATIONS
Google IT Support Professional May. 2024
Technical Support Fundamentals Mar. 2024
HUBSPOT ACADEMY
Service Hub Software Jan. 2024
cPanel UNIVERSITY
cPanel Professional (CPP) Jan. 2024
EF STANDARD ENGLISH TEST (EF-SET)
EFSET English Certificate 75/100 (C2 Proficient) Oct. 2023 ALISON E-LEARNING PLATFORM
Diploma in Customer Service Aug. 2023
Customer Service Skills Apr. 2021
AMAZON WEB SERVICES
AWS Certified Cloud Practitioner Aug. 2021
AWS Partner: Cloud Economics Accreditation May 2021 RCV LIMITED, LAGOS STATE
Customer Service Best Practice - Intermediate Course (3 Months) Feb. 2021 EDUCATION
UNIVERSITY OF LAGOS (UNILAG), AKOKA, LAGOS STATE
Degree: BSc. Hons., Zoology (Environmental Toxicology & Conservation) CGPA: Second Class Upper (4.34 of 5.0)
Awards: Awardee of the Society for Environmental Toxicology and Pollution Mitigation (SETPOM) Student Research Grant Activities: Speaker at the 14th UNILAG Annual Research Conference and Fair REFEREES
Emmanuel Osubu Oluwaduyilemi Ogunleye Oluwakemi Ogunleye Co-founder, Chief Executive Officer, Technical Team Lead, Quanta Africa. ImportDeals Limited, Lagos. HostNowNow Limited, Lagos. *************@*****.*** ****@***********.** ********@*****.***
+234 706-***-**** +234 810-***-**** +234 807-***-****
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