Tech Support Senior Analyst

• Mar 2020 - Present

Provide Tier 2 and above support on incident responses and resolutions. Manage frontline email and chat queries and support for customers. Research, diagnose, troubleshoot and identify solutions to resolve system issues.● Review product issues and feature requests escalated to your office, ensure unresolved issues are assigned to appropriate internal teams.● Manage unexpected outages and downtime. Restore the application and service operation as quickly as possible to minimize the impact on customer business operations.● Provide prompt and accurate feedback to customers; ensure all issues are properly logged. Track and provide updates on support issues in alignment with the CRM software.● Collaborate and coordinate with internal teams for the deployment of application upgrades and enhancements● Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.● Conduct trial and pretrial consultations with qualified potential customers as assigned. Handle phone calls, product demonstrations, and customer walk-through as required.● Collate, prioritize, and elaborate on bugs and improvements so they are more easily actioned.● Work with designed guidelines, framework, and instructions in order to set up a system or fix a fault.● Provide prompt and accurate feedback to appropriate internal teams and customers. Follow up with clients to ensure their IT systems are fully functional after troubleshooting Show less

Regional Head of Support (South East)

• Jul 2019 - Present

-Design upfront implementation for state hospitals; lead the team to deliver swift and accurate implementations.-Train and on-board new support teammates.-Provide Tier 2 support to state hospitals and private hospitals in the south east region.

Head Of Support

• Sep 2018 - Present

Support and Experience in software management and Networking Management

Assistant Head of Support

• Apr 2018 - Sep 2018

Providing support to facilities using the helium platform. • Ensuring that Helium becomes an integral aspect of the facility’s process. • Implementing and meeting weekly and monthly goals and objectives. • Setting up of Linux servers across all the facilities. • Manage the networking and hardware’s across facilities.

Information Technology Specialist

• Jan 2013 - Mar 2017

Internship Trainee

• Apr 2015 - Sep 2015

Worked in the Human Resource Department, were i had to Helped in arranging Staff records and was later posted to Information and Technology Department, and my achievement are listed Below. • Network Management • Training of Staff • Hardware repairs. Worked in the Human Resource Department, were i had to Helped in arranging Staff records and was later posted to Information and Technology Department, and my achievement are listed Below. • Network Management • Training of Staff • Hardware repairs.