Chukwudike Ehuriah
Product Support Specialist
Ushaw Moor
Summary
Organized and dependable product support specialist successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Product Support Analyst
InEvent Inc
04.2022 - Current
- Handle in-bound service requests and questions
- Act as second level support bridging the gap between the Customer
- Success Team and the Product Team
- Provide world-class service to our event organizers and attendees be an expert on InEvent features and processes
- Own customer issues and escalate to appropriate channels when needed
- Represent the voice of our customers by interfacing and collaborating with other internal teams when appropriate.
Integration Engineer
Payfinancials Technology Limited
01.2022 - 09.2022
- Accountable for Merchant integration success
- Development of related plugins for better experience
- Participating in requirements analysis and decomposition, design, development, internal testing, and the documentation of same for the application-application integrations
- Working with marketing/support for client related issues and resolutions
- Develop and maintain data integration components such as SQL queries, stored procedures, data extraction and cleansing, and integration with system front end components
- Provide technical assistance to troubleshoot and resolve integration errors.
Team Lead Technical Support
FINTECH, TeamApt Limited
07.2021 - 02.2022
- Monitoring queues and assisting with daily goals andconducting quality control to reduce errors to improve procedures
- Working effectively with other teams implementing strategies to increase profitability, productivity and overall customer experience
- Oversee the day-to-day operations of the Technical SupportTeam
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
- Clearly communicate escalated issues to Tier 3 andproduct managers as needed
- Talk clients through a series of actions, either via phone,email or chat, until they’ve solved an issue
- Escalate unresolved issues to appropriate internal teams (e.g.PMs & software developers)
- Management and monitoring of software applications and infrastructure
- Identify and set up monitoring tools for proactive and reactive maintenance
- Identify application defects and escalate to appropriate teams.
Premier Technical Support Engineer
Tek Experts
05.2021 - 07.2021
- Advanced Level/ Escalation Support (EMEA Region)
- Office 365 Integration with Microsoft Power Platform (SharePoint Online, Microsoft Teams, OneDrive etc)
- Dynamics 365 Integration with Microsoft PowerPlatform
- PowerPlatform Data Integration (Syncing Data with
- D365 Talent, D365 Finance and Operation, D365
- CRM, SQL Server etc).
Application Support Engineer
Tek Experts Nigeria
09.2019 - 04.2021
- Microsoft Power Platform customer’s first point ofcontact
- Resolved over 1800 service tickets in a space of 1year
- Attend to duties assigned by Microsoft Power Platform Global
Supervisor and Principal Technical Advisor
- Ensure support tickets are completed in accordance with the appropriate Service Level Agreement
- Provide prompt and accurate feedback to customers
- Ensure properfollow-up and closure of all pending support tickets
- Provide remote hands support and respond to any queries in a timely manner
- Provide telephone and email support to customers
- Escalate cases to another team and follow up onthe case
- Proper documentation of case notesfrom time the ticket was opened until ticket closure
- Collaborate on cross-team and cross-product technical issues by working with colleagues from other teams as needed to resolve customer issues
- Collaborate with subject matter experts and escalation managers when additional support is required
- Ensures customer satisfaction by going extra mile.
Software Engineer
CyberPro Technologies, Lagos
03.2017 - 07.2019
- Implemented the leave module of the eHRM platform foreasy leave application and approvals
- Technologies used: Laravel, MySQL
- Worked on the employee module of the application which caters adding new employees and modifying existing employee records
- Implemented reports in the system to keep track of employee’s demographic, positional, active and inactive status
- Live link: https://ehrms.ekesonsparcelservicesltd.com/
IT Support Engineer
Mutual Benefits Life Assurance Plc
01.2015 - 10.2015
- Install and configure approved computer hardware and licensed software, following agreed policies and procedures
- Assigned roles and privileges to users
- Setting up, administering, maintaining, and upgrading computer systems and its accessories
- Carried out routine maintenance of all hardware devices to ensure agreed availability
- Respond to and resolve ICT related issues and requests from computer users
- Setting up workstations for new recruits
- Configuring users to printers.
Education
BSc - Computer Science
University of Nigeria Nsukka
01.2010 - 01.2014
Master of Science - Computer Science
Edinburgh Napier University
Edinburgh, Scotland 09.2022 - Current
Skills
JavaScript, PHPundefined
Accomplishments
- PROJECTS Meeks Clothing
- Created an online clothing store
- Implemented Feature such as display products, login and add products to cart and checkout
- Technologies: Node JS, Vue JS
- Live link: https://meeks-onlinestore-client.herokuapp.com/
- E-B ills
- Implemented a billing system where corporate companies can easily create and generate bills for organizations they service
- Case study used is logistics companies
- Technologies: PHP(Laravel), Vue JS
Certification
CERTIFICATIONS Microsoft Certified: Power Platform Fundamentals
Timeline
Master of Science - Computer Science
Edinburgh Napier University
09.2022 - Current
Product Support Analyst
InEvent Inc
04.2022 - Current
Integration Engineer
Payfinancials Technology Limited
01.2022 - 09.2022
Team Lead Technical Support
FINTECH, TeamApt Limited
07.2021 - 02.2022
Premier Technical Support Engineer
Tek Experts
05.2021 - 07.2021
Application Support Engineer
Tek Experts Nigeria
09.2019 - 04.2021
Software Engineer
CyberPro Technologies, Lagos
03.2017 - 07.2019
IT Support Engineer
Mutual Benefits Life Assurance Plc
01.2015 - 10.2015
BSc - Computer Science
University of Nigeria Nsukka
01.2010 - 01.2014
Supervisor and Principal Technical Advisor
CERTIFICATIONS Microsoft Certified: Power Platform Fundamentals
TRAININGS
2021 Kevin Mitnick Security Awareness Training
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