Customer Support Specialist
Resume:
Emmanuel Ozoemenam
Atlanta, GA
*.*********@******.**
Results-oriented sales professional continuing to reach or exceed and lead expectations by effectively building rapport, resulting in increased sale profits. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 4 years of experience in Technical Support. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Seeking a position for Help Desk Technician.
Experience
APRIL 2021 - PRESENT
Remote Technical Support Specialist/Southgate Technologies Limited
Responds to IT tickets in a swift and professional manner to ensure satisfaction
Aid solutions to all IT related queries and workflows.
Perform remote troubleshooting for computers and systems
Meet regularly with team members to carry out trend reviews, reporting, documentation and recommend enhancements based on customer and agent feedbacks
Identify, troubleshoot, and escalate as required using standardized escalation
Collaborate with quality assurance and provide relevant technical recommendations on solutions and enhancements specific to customer support.
Effectively communicate and translate complicated technical concepts into simple terms for customers to understand.
Providing channel support as well as email support via tickets, phone, and chats.
Client Onboarding
Scheduling and handling technical escalations via voice and ticket systems, actively monitoring customer support cases, taking proactive actions, and making sure inquiries are answered in a timely manner and meet pre-defined SLA
Solved 92.4% of Technical Support tickets without needing to escalate.
Great understanding of terminal technology.
JULY 2018 - APRIL 2021
Technical Support Specialist/Hillsboro Aero Academy, Hillsboro, Oregon
Managed the Helpdesk professionally and appropriately
Responded to IT tickets and workflows in a swift and professional manner to ensure satisfaction
Ensured the FAR's were complied with (Annual documentation, 100-hour, AD's etc.)
Prepared weekly reports through excel spreadsheets for management and quality assurance to view and advise on flight trend analysis and documentation.
Enhanced creative solutions and support.
Creation, review, and updates of SOPs.
Customer Service and Customer Satisfaction.
Solved 91.5% support tickets without escalation.
NOVEMBER 2016 - NOVEMBER 2017
Computer Maintenance and Facilities Engineer/ Southgate Tech Limited. Nigeria
Oversaw and carried out field survey and scope of prospective customer support and network deployments
Provided computer technical support for client sites
Provided customer support services and ran diagnostics tests on systems.
Customer Service and Customer Satisfaction.
Conduct high level, professional calls into retailer's and vendor's management team to gain additional knowledge of their current environment.
Approach sales in a consultative manner to understand the prospective customers' business.
Conduct high level, professional calls into retailer's and vendor's management team to gain additional knowledge of their current environment.
Performed over 50 outbound calls, to generate and qualify supply chain leads in various industries, and filter away leads unfit for our solution.
Developed inside and outside sales representative's pipelines by creating new customer appointments.
Utilized consultative sales methods, documented cost savings, efficiencies and alternative logistical practices to cost-justify sales of this new system.
Skills
• Computer maintenance, technical and application support • Knowledge of computer hardware, software and data driven applications • Knowledge of VMware, Active Directory and Exchange Servers • Understanding help desk software and some SAAS platforms • AWS• operation management • Application and Software Development • • Data analytics • Customer relationship and satisfaction• Sales experience• Strong technical and troubleshooting skills• Revenue Operations• Application installations• Administrative Support • Account receivable• dispute resolution• management skills• technical skills• Revenue• Finance• Application installations• Administrative Support • Professional Development • Client Onboarding • IT Governance and Service Management • Knowledge of Information Technology Infrastructure Library (ITIL) • Zendesk• Slack • Customer Success • Identity and Access Management • Customer Success •Empathetic and articulate with customers • Positive Attitude • Excellent verbal and written communication skills • Ability and flexibility working in a fast-paced/start-up environment with attention to detail.
EducationNovember 2022
AZ 900 Microsoft Azure 900/Microsoft
APRIL 2022
(1Z0-1085-20) Oracle Cloud Infrastructure/Oracle
APRIL 2021
Aviation Technology/HAA, Hillsboro. Oregon.
JANUARY 2016
Aviation Technology/MBSF Port Elizabeth, South Africa
NOVEMBER 2011
Bachelor’s Computer Engineering/Federal University of Technology Nigeria
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