Technical Support & Customer Success Professional

EMEDIONG RAPHAEL

+*** 807-***-**** ***************@*****.*** Lagos, Nigeria

www.linkedin.com/in/raphaelemediong

PROFESSIONAL SUMMARY

Technical Support and Customer Success Professional with 5+ years of experience delivering Tier 1–3 support, resolving complex technical issues, and helping customers achieve successful outcomes across SaaS, cloud, and enterprise environments. Proven track record of maintaining 95–98% SLA compliance, troubleshooting software and infrastructure issues, onboarding users, and collaborating with cross-functional teams to improve customer experience. Skilled in incident management, customer communication, product support, user training, and technical problem resolution.

WORK EXPERIENCE

LAGRIDE

DEPLOYMENT ENGINEER / TECHNICAL SUPPORT SPECIALIST Jan 2024 - Present

● Provide real-time technical support for online operational issues, resolving ~50 tickets weekly and maintaining 95% SLA compliance.

● Monitor cloud infrastructure and alert systems to minimize downtime and maintain service availability.

● Diagnose and resolve application, network connectivity, and system incidents within defined SLAs to ensure service continuity

● Deliver system walkthroughs, installation guidance, and configuration support, onboarding and training 100+ drivers on new workflows and tools

● Collaborate with customer service teams to resolve escalated technical cases.

● Triaged and prioritized support requests through a ticketing system, escalating complex ERP and payment issues to engineering.

● Work closely with software engineering and third-party vendors to resolve integration failures and high- priority system escalations.

● Perform basic hardware and software troubleshooting for end-user devices, ensuring quick restoration of workstation functionality.

● Provide first-line support for user access issues, including password resets, account lockouts, and permission-related requests.

● Assist in installing, configuring, and updating operating systems and standard business applications across user devices.

● Support network connectivity issues such as Wi-Fi access, LAN configuration, and VPN setup for remote and onsite users.

LIFEBANK TECHNOLOGY & LOGISTICS

IT MANAGER / TECHNICAL SUPPORT LEAD Oct 2021 - Nov 2023

● Served as the primary IT support contact for employees, delivering timely issue resolution and maintaining high user satisfaction.

● Supported over 200 end-user devices while consistently meeting SLA targets for incident resolution.

● Supported Windows, macOS, Microsoft Office, Google Workspace, Dell, Apple, and Android devices, meeting SLA targets for incident closure.

● Delivered user training and support for ERP, payment, and invoicing systems, improving adoption and operational efficiency

STARRAIN FASHION FACTORY

IT OFFICER / CUSTOMER SUPPORT May 2019 - Aug 2021

● Delivered end-user technical support for hardware, software, and network issues.

● Managed user access control and administrative permissions for 150+ employees, enforcing IT security policies.

● Maintained ticketing workflows to streamline incident tracking and accelerate resolution. CSS MOBILE

IT SUPPORT / SYSTEM ADMINISTRATOR Feb 2017 - Mar 2019

● Delivered technical support for desktops, servers, and networking equipment, maintaining 98% SLA adherence.

● Managed antivirus protection, system backups, and access control policies.

● Monitored and optimized network and server performance to minimize downtime.

● Assisted in IT infrastructure upgrades and security compliance initiatives. CODEKAGO INTERACTIVE

IT PROJECT MANAGER / TECHNICAL SUPPORT Feb 2014 - Nov 2016

● Delivered technical support for client web platforms and internal systems, ensuring seamless operations.

● Diagnosed and resolved LAN/WAN and software configuration issues, boosting network uptime by 15%.

● Streamlined system deployment and maintenance processes across multiple projects.

● Reduced downtime and improved overall IT reliability, enhancing client satisfaction. EDUCATION

Akwa Ibom State Polytechnic Nigeria

Higher National Diploma (HND), Computer Engineering CERTIFICATIONS

Basic Offshore Safety Induction & Emergency Training (BOSIET) Professional IT & Technical Training Programs

SKILLS

Technical Support • Customer Support • Customer Success • Help Desk Support • Troubleshooting • Incident Management • Ticketing Systems (Zendesk, Freshdesk) • SLA Management • User Training • Customer Onboarding

• Application Support • System Deployment • Cloud Monitoring • Hardware & Software Support • Windows • macOS • Microsoft 365 • Google Workspace • Network Support • VPN Support • IT Security • Access Management • Backup & Recovery • ERP Systems • Stripe • API Troubleshooting • Basic SQL • Technical Documentation • Knowledge Base Management • Vendor Management • Cross-Functional Collaboration

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