ADELEKAN EMMANUEL

IT and Customer Support Specialist

Lagos, NG.

About

Results-driven IT and customer support specialist with over 3 years of experience in technical issue resolution and customer satisfaction. Adept at leveraging ticketing systems like Zendesk and Tidio to deliver high-quality support across diverse digital channels. Proven track record of significantly reducing downtime, improving first-call resolution rates, and consistently exceeding service level agreement (SLA) targets.

Work

Dispatch X

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Customer Support Representative

Remote

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Summary

Provided comprehensive omnichannel support, resolving complex technical issues and enhancing customer satisfaction for a diverse user base.

Highlights

Delivered omnichannel support (chat, phone, email), consistently resolving 30+ tickets daily while meeting stringent first-response and resolution SLA targets.

Utilized Zendesk and Tidio to efficiently manage tickets, automate workflows, and maintain accurate case histories, resulting in a 35% reduction in response time.

Escalated complex high-priority incidents to Tier 2 support, ensuring 100% SLA adherence through strict adherence to Standard Operating Procedures (SOPs).

Provided expert product guidance and technical troubleshooting to non-technical users, contributing to a 98% customer satisfaction (CSAT) score.

Collaborated cross-functionally to identify and flag recurring issues, actively contributing to the development of a comprehensive knowledge base for streamlined resolution.

Cybergenix

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IT Support Technician

Lagos, Lagos, Nigeria

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Summary

Provided essential Tier 1 and Tier 2 IT support, managing hardware, software, and network issues to ensure seamless operations.

Highlights

Delivered comprehensive Tier 1 and Tier 2 IT support to end-users, effectively resolving hardware, software, and network issues across diverse Windows environments.

Installed and configured operating systems, antivirus software, and essential productivity applications on numerous desktops and laptops.

Executed scheduled backups and disaster recovery protocols, significantly reducing data recovery time by 50% and ensuring business continuity.

Maintained meticulous incident logs, comprehensive asset inventory records, and critical documentation to ensure compliance and facilitate audits.

Leveraged remote tools, including TeamViewer and Remote Desktop, to efficiently troubleshoot and resolve technical issues across various departments.

Education

BESTOWER INTERNATIONAL UNIVERSITY

Port Novo, Seme Podji, Benin
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B.Sc. Computer Science

FEDERAL SCIENCE AND TECHNICAL COLLEGE, IJEBU MUSHIN

Ijebu Mushin, Ogun, Nigeria
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Senior Secondary Certificate Examination (SSCE) General Studies

Languages

English

Certificates

Introduction to Cybersecurity

Cisco Networking Academy

Computer Hardware Basics

Cisco Networking Academy

Skills

Technical Support

Hardware & Software Maintenance, Troubleshooting, Network Issues, Windows OS.

Ticketing Systems

Zendesk, Tidio, Incident Management, SLA Management.

Customer Relationship Management (CRM)

CRM Software, Customer Satisfaction (CSAT), Omnichannel Support.

Communication & Collaboration

Live Chat Support, Team Collaboration, Technical Documentation, Cross-functional Communication.

Data Management

Data Entry, Incident Logging, Asset Inventory.

System Administration

OS Installation & Configuration, Antivirus Management, Backup & Disaster Recovery, Remote Desktop.