Sr. Technical Support Specialist, Premier (EMEA)

• Nov 2022 - Present

Technical Product Support Specialist

• Aug 2021 - Sep 2022

- Decrease the level of basic escalations from frontline teams.- Optimize escalation processes to increase the quality and efficiency of operations. - Collaborating with other internal teams and stay in touch until the issue is resolved.- Boosted efficiency and collaboration by monitoring Onboarding activities of team members remotely using tools like Notion, JIRA etc.- Ensured customer satisfaction by Analyzing, diagnosing, troubleshooting, and resolving complex issue within SLA period.- Identify and implement ways to improve the Support experience.- Serve as subject matter expert on all Schoolable products.- Create repeatable processes, resources, and frameworks to use when onboarding customers. Show less

Onboarding Specialist

• Apr 2020 - Jul 2021

- Create initiatives that help to drive successful product implementation.- Work with sales and product team to ensure that each piece of the journey meets customer expectations.- Ensured Customer Satisfaction by Responding to emails, chats, and calls regarding issues raised.- Quickly pick up and disseminate any updates to the product, both to your customers and to your internal teams as needed.

Technical Support Engineer

• Jul 2019 - Mar 2020

• Provided accurate, valid and complete information of services and products by using the right methods/tools. • Handled customer complaints, provide appropriates solutions issues within the time limits; follow up to ensure resolution. • Responsible for providing phone and email-based technical support to corporate customers while ensuring customer satisfaction. • Collaborated with Subject Matter Experts and Senior Escalation Engineers to resolve issues in a timely fashion. • Acted as First line of support for customer related issues on Office 365 (Identity & Exchange (Mail flow, Outlook, Security & Compliance)) • Troubleshooting Experience with Outlook, ActiveSync and OWA. • Assisted with new hire onboarding to bring them up to speed on business process and responsibilities. • Understanding and defining clients’ business strategy and determining system architecture requirements to achieve current business goals. • Actively prepared on premises AD infrastructure for migration to Office 365 by using IDFIX tool for directory clean up. • Provided technical support and maintenance of Microsoft Outlook Web Application and • Microsoft Outlook (Desktop Client), E-mail, Calendaring & Scheduling. • Migration of user mailboxes from a third-party messaging system to Microsoft Office 365, as well as troubleshooting issues around Microsoft outlook. • Provided technical support for Office 365 Tenant to Tenant Migration. • Performed multiple administrative tasks in EAC (Exchange Admin Centre) and administering the Users, Password, Exchange online mailbox management and Security Management • Use Office 365 Security & Compliance centre to create activity & policy alerts, configure outbound spam settings, configure data loss protection policies and Threat management using Advanced Threat Protection. Show less

Application Support Specialist

• Mar 2018 - Jun 2019

- Increased the customer base by deploying APMIS Health Management Solution to over 15 medical facilities across Lagos, Nigeria. - Coordinated presentations and trainings for end-users/prospective clients on how to navigate the health management system. - Help build the knowledge base by developing user manuals and training guides for modules in the APMIS HMS web application. - Ensured customer satisfaction by troubleshooting problems with customers and reporting bug. - Increased the customer base by deploying APMIS Health Management Solution to over 15 medical facilities across Lagos, Nigeria. - Coordinated presentations and trainings for end-users/prospective clients on how to navigate the health management system. - Help build the knowledge base by developing user manuals and training guides for modules in the APMIS HMS web application. - Ensured customer satisfaction by troubleshooting problems with customers and reporting bug.

Nigeria Distilleries Limited

• Aug 2014 - Oct 2014

➢ First line of support for clients, end-users on technical issues concerning their workstations. ➢ Troubleshooting and carrying out maintenance repairs on workstations ➢ Resolving problems as regarding networks i.e. internet, intranet and printing over the network. ➢ First line of support for clients, end-users on technical issues concerning their workstations. ➢ Troubleshooting and carrying out maintenance repairs on workstations ➢ Resolving problems as regarding networks i.e. internet, intranet and printing over the network.

IT support

• Aug 2013 - Oct 2013

➢ First line of support for clients, end-users on technical issues concerning their workstations. ➢ Troubleshooting and carrying out maintenance repairs on workstations ➢ Resolving problems as regarding networks i.e. internet, intranet and printing over the network. ➢ First line of support for clients, end-users on technical issues concerning their workstations. ➢ Troubleshooting and carrying out maintenance repairs on workstations ➢ Resolving problems as regarding networks i.e. internet, intranet and printing over the network.