Joseph Ojo
Lagos,Nigeria
Summary
A highly motivated and detail-oriented professional with over 4 years of experience in technical support, customer service, and data analysis. I have a proven track record of enhancing efficiency, reducing costs, and boosting customer satisfaction. Proficient in a variety of technical tools and platforms, including SQL, Python, Jira, and cloud computing services. Seeking to leverage my technical expertise and passion for customer service in a challenging Technical Support Engineer role. Technical support professional with robust background in troubleshooting, network configuration, and customer service. Known for strong analytical skills and effective communication in high-pressure environments. Consistently collaborates with teams to solve complex issues and adapts to dynamic technical requirements. Skilled in system diagnostics, software installation, and providing clear, actionable solutions.
Overview
5
5
years of professional experience
Work History
Technical Support Engineer
Emmanuel Global Network
11.2023 - Current
- Collaborated with cross-functional teams to implement customer support system improvements, resulting in a 50% increased efficiency and a 60% reduction in non-participating partners
- Designed and implemented a support system, increasing partner engagement by 20% and reaching over 100,000 participating partners worldwide
- Led a team of technical support engineers in implementing and maintaining defence mechanisms, achieving a 90% reduction in cyber-attacks
- Worked together with colleagues to design and implement community-building initiatives that fostered a positive, multicultural environment for over 300 young people
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
L2 Technical Support Analyst/Technical Analyst (Remote)
Crossover for Work (Aurea Retail)
05.2022 - 11.2023
- Ensured optimal customer satisfaction, achieving 95% CSAT score and 97% SLA ratings while providing support to numerous EMEA-based customers
- Collaborated with external teams to increase ticket resolution percentage in line with SLA ratings by 50% for high-severity tickets
- Developed contextual solutions to customer issues using tools such as Jira, teleconferencing platforms (Zoom, Google Meet, Skype), Zendesk emails, and direct phone calls
Platform Support Specialist (Remote)
Hugo Technologies Limited
01.2021 - 04.2022
- Delivered outstanding first-contact resolution for an EdTech company in the U.S., serving over 1 million students, resulting in a 95% CSAT satisfaction rate and a 50% Klaus quality score after managing more than 2,000 customer service tickets
- Worked closely with the Stripe USA team to optimise solutions, successfully recovering 50% of revenue lost due to refund and billing errors
- Stopped subscription cancellations by swiftly addressing billing issues
- Kept users (parents and young learners) engaged by collaborating with educators to resolve PayPal disbursement delays, fostering loyalty through personalised support
IT Support Engineer
Vintage Technologies Limited
12.2019 - 12.2020
- Reduced company running costs by 30% through efficient troubleshooting and repair of faulty power units and computer accessories
- Maintained customer relationships by offering support via phone calls and conducting field testing
- Supervised fellow interns while installing and performing regular maintenance on CCTV systems for multiple factories and businesses
Education
Bachelor of Electrical and Electronic Engineering -
Covenant University
Ogun State, Nigeria07.2019
Skills
- CC(ISC2)
- Udacity Marketing Analytics Nanodegree
- Udacity Data Analysis Nanodegree
- Udacity Digital Marketing Nanodegree
- Microsoft Azure data fundamentals (Dp-900)
- AWS Cloud Practitioner
- Linux Certified IT Associate
- SQL
- Python
- SAS
- R & R Studio
- Power BI
- Jira
- Tableau for data analysis
- Alteryx for Data Analysis
- Microsoft Office Suite (Advanced)
- GCP
- Google Workspace
- System troubleshooting
- Training and mentoring
- Attention to detail
- Remote support
- Technical support and troubleshooting
- Problem-solving
- Teamwork and collaboration
- Project management
- Interpersonal communication
- Critical thinking
Timeline
Technical Support Engineer
Emmanuel Global Network
11.2023 - Current
L2 Technical Support Analyst/Technical Analyst (Remote)
Crossover for Work (Aurea Retail)
05.2022 - 11.2023
Platform Support Specialist (Remote)
Hugo Technologies Limited
01.2021 - 04.2022
IT Support Engineer
Vintage Technologies Limited
12.2019 - 12.2020
Bachelor of Electrical and Electronic Engineering -
Covenant University
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