Customer support operations / technical support engineer
Customer-focused technical support professional helping people, teams, and systems work better together, from the first question to a lasting resolution.
OS01 / About me
I am a customer-focused Technical Support Engineer with over five years of experience supporting enterprise users and telecommunications services. My expertise spans customer support operations, technical troubleshooting, incident management, Microsoft 365, service delivery, and cross-functional collaboration.
I enjoy helping customers solve problems, simplifying technical concepts, and improving service experiences through clear communication and efficient issue resolution. I am passionate about continuous learning and enjoy working in environments where technology and customer satisfaction go hand in hand.
02 / Experience
The detail is in the delivery, thoughtful support, clear ownership, and dependable service.
MAY 2024 — SEPT 2026
Integrated Power Technology Limited (IPT PowerTech) Lagos, Nigeria
Primary contact for customer-impacting incidents across 500+ telecommunications sites, coordinating engineers, vendors, and support teams to maintain SLA compliance and service continuity.
JUL 2022 — APR 2024
Hatfield Consult Limited Lagos, Nigeria
Delivered multi-channel customer support, coordinated engineers during customer-impacting incidents, and maintained RCA reports and service handovers for stronger operational consistency.
FEB 2021 — MAY 2022
Smartware Innovation Kano, Nigeria
Delivered first- and second-line support to 100+ end users, maintaining a 95%+ first-contact resolution rate across hardware, software, Microsoft 365, Active Directory, and network issues.
JAN 2019 — JAN 2021
Alren Construction Co. Limited Kano, Nigeria
Provided remote and on-site support for employees and expatriates, resolving hardware, software, printer, VPN, and connectivity issues while improving onboarding and administrative processes.
OCT 2015 — MAR 2016
Best Gift Comprehensive College Lagos, Nigeria
Maintained computer labs, IT equipment, and network resources while providing first-line technical support to staff and students with a 98% resolution rate.
03 / Skills
A practical toolkit for delivering reliable, human-centred support.
Customer success, issue ownership, empathetic communication, and service recovery.
User support, collaboration tools, productivity environments, and access assistance.
Customer records, support workflows, case management, and service visibility.
Monitoring, escalation management, incident coordination, and uptime awareness.
Hardware, software, connectivity, end-user devices, and practical troubleshooting.
Documentation, cross-functional collaboration, continuous improvement, and SLAs.
04 / Projects & impact
Operational improvements that make support clearer, faster, and easier to trust.
OPERATIONS IMPROVEMENT
TEAM ENABLEMENT
SERVICE DELIVERY
05 / Credentials & learning
A curated selection from 27 profile credentials, grouped by relevance and issuing organization.
PROFESSIONAL CERTIFICATION
Professional development
Building capability across customer experience, IT support, service management, cloud, and workplace technology.
Coursera
ITIL
LinkedIn · NASBA · PMI
Customer Service Leadership · Empathy for Customer Service Professionals · The 10 Pillars of Customer Experience
LinkedIn · PMI
Customer Service Communication Skills · Communicate Clearly on Service Shifts · Six Techniques to Build Rapport with Customers Virtually
LinkedIn
Using AI for Customer Service Managers · Build Your AI Awareness Skills: GenAI Tips for Nontechnical Users
LinkedIn
LinkedIn · CompTIA · PMI
Microsoft Entra ID Fundamentals · IT Support for a Hybrid Workforce
LinkedIn
Windows 10 Administration, Networking & Security · Wireless Networking: Advanced Troubleshooting
LinkedIn
Windows 10 for IT Support: Troubleshooting Basics · Troubleshooting Common PC Issues for Users · Learning PC Maintenance and Performance · Computer Components and Peripherals for IT Technicians
LinkedIn
Explore a Career in IT Support · IT Service Desk Careers and Certifications
LinkedIn
ALX Africa
Jobberman Nigeria
Coursera
KodeKloud · AWS Skill Builder
06 / Contact