Experience

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  Cira Apps Ltd

  • United States

  • Customer Success Engineer

    • Jul 2023 - Present
    • United States

    - Answering support calls and when appropriate, escalate to team members and the development team via Slack.- Engage with existing and prospective customers via Tawk web-based chat system. - Provide email replies to requests for support or sales information. - Enter and assign customer support tickets using our internal Helpdesk (including summarizing the - customer’s issues). - Provide technical administrative duties as required. - Schedule and attend customer support meetings. - Schedule and attend customer demo meetings via Zoom and Microsoft Teams to demonstrate how our solution works (proof of concept).- Follow-up with customers for existing support tickets to ensure customer success.

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  Microsoft

  • Microsoft 365 Cloud Support Consultant

    • Feb 2022 - Jul 2023

    Microsoft Office 365 Technologies: SharePoint Online | OneDrive | Exchange Online | MS Teams | Identity | Billing | Office | Outlook.• Collaborating on cross-team and cross-product technical issues by working with colleagues from other teams as needed to resolve customer problems• Collaborating with Subject Matter Experts (SMEs) when additional support is needed• Managing critical issues by devising and implementing action plans, setting customers expectation, and communicating professionally to all parties involved• Microsoft Office 365 Administration, First Level Global Support and customer advisory• Administration of self-recovery to resuscitate poor customer experience.

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  PROMETHEAN CONSULTING LIMITED (PCL)

  • Lagos, Nigeria

  • Data Entry/Research Specialist

    • Jul 2021 - Jan 2022
    • Lagos, Nigeria

    • Collecting and digitizing data such as invoices, cancelled bills, client information, and financial statements.• Maintaining a detailed and organized storage system to ensure data entries are complete and accurate.• Keeping a record of hard copy data such as invoices, inventory checklists, and other financial documents.• Establishing data entry standards by continually updating filing systems to improve data quality.• Addressing data inconsistencies by working with administrative staff.• Ensure timely and quality data entry, analysis, and interpretation.• Providing constructive feedback and support to other members within the research team to improve data quality.• Conduct daily data quality checks on all data submitted/synchronized to ensure conformity with the research need.• Efficient in the use of data collection tools like email, phone conversations, interviews, surveys, online forms, and questionaries.• Ensure protection and privacy of all data collected.• Transfer data from paper formats into computer files or database systems using keyboards, data recorders or optical scanners.

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  Aureole Consulting Limited

  • Lagos, Nigeria

  • Senior IT Solution Consultant

    • Oct 2020 - Sep 2021
    • Lagos, Nigeria

    - Microsoft Office 365 Administration & Support.- Consultation and Professional Services.- Execute pre-screening activities (testing, assessments, and interviews) and sort out the best candidates for IT/Technical roles that are available.- Worked with hiring/Line Managers to develop adequate Job Profiles for intended vacancies.- Develop a good understanding of client companies, their industry, culture, needs for a role and environment.

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  Tek Experts

  • United States
  • IT Services and IT Consulting
  • 700 & Above Employee

  • Technical Support Lead (Microsoft Office 365)

    • Nov 2019 - Aug 2021

    Technologies: Exchange Online | Security & Compliance | Outlook | Identity• Collaborate with Subject Matter Experts/Senior Escalation Engineers on technical roadblock cases, bug management and Product group enquiries• Measure technical knowledge gaps and recommend upskilling as per subject matter areas• Administer technical recoveries on product limitation and proffering alternate solutions• Knowledge sharing and creation of detailed technical contents as a guide to problem resolution• Exhaustive research across knowledge bases and internal technical resources• Acting as a seasonal Assistant Team Manager• Giving feedbacks, coaching and mentoring support engineers• Provide supervision and technical assistance to my support team to attain and surpass departmental and organizational goals• Chiming in on issues requiring escalation and following through till customer’s satisfaction is attained• Ensuring timely resolution of customer complaints and maintaining customer relationships to foster retention.

  • Customer Support Engineer - Stage 2 (Microsoft Enterprise Support)

    • Sep 2019 - Nov 2019

    Microsoft Office 365 Technologies: Modern Support for Exchange Online | Outlook | Identity | Security & Compliance• Acted as the primary technical contact, delivered technical troubleshooting and problem- solving solutions for corporate customers• Provided specialized support for Exchange Online issues• Provided phone and email based technical support to corporate customers while ensuring ticket resolution and customer satisfaction

  • Customer Support Engineer (Microsoft Concierge Support)

    • Apr 2019 - Aug 2019

    Microsoft Office 365 Technologies: SharePoint Online | OneDrive | Exchange Online | MS Teams | Identity | Billing | Office | Outlook.• Collaborated on cross-team and cross-product technical issues by working with colleagues from other teams as needed to resolve customer problems• Collaborated with Subject Matter Experts (SMEs) and senior escalation engineers when additional support was needed• Managed critical issues by devising and implementing action plans, setting customers expectation, and communicating professionally to all parties involved• Microsoft Office 365 Administration, First Level Support and customer advisory

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  Itex Integrated Services Limited

  • Lagos State, Nigeria

  • Sr. Customer Success Officer

    • Jul 2014 - Apr 2019
    • Lagos State, Nigeria

    • Cost management, regional budgeting, and reporting day-to-day activities of the region.• Loading, troubleshooting, and supporting TAMSLITE (ITEX application) across all Point-Of-Sale Terminal types (Pax, VeriFone, NewPOS), and mPOS devices.• Payment Terminal Service Provider to all Nigerian banks and collaborated with Relationship Managers in merchant acquisition.• Liaised with NIBSS (Nigeria Inter-Bank Settlement System) to resolve terminal-related issues and migration of Point-Of-Sale terminals to EPMS and POSVAS platforms.• Set up of PAYVICE (e-Wallet) app for clients for ease of payments and other value-added services.• Management of inventory and facilitation of sales of Terminal components to all major Nigerian banks.• Provided remote and on-site technical support to field support technicians and E-banking Representatives.• Ensured all logged incidents were resolved within SLAs and escalated through the proper channels in a timely manner.• Documentation of Point-Of-Sale terminal information with respect to hardware and software changes