Eloghene Tracy Ekpese

Provided technical support and troubleshooting for cloud infrastructure, Google Workspace, and Microsoft 365 environments, addressing user issues and system anomalies.

Managed user access and permissions within cloud platforms (e.g., AWS IAM, Azure AD) and SaaS applications like Google Workspace and Microsoft 365, adhering to security best practices.

Assisted in the implementation and maintenance of Single Sign-On (SSO) and Multi-Factor Authentication (MFA) across cloud services and applications.

Contributed to the automation of routine administrative tasks related to user provisioning/deprovisioning, password resets, and access management within AWS, Azure, and GCP.

Assisted in the creation and maintenance of technical documentation and knowledge base articles related to supported platforms and common issues.

• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs.
• Offered assistance in implementing and developing training programs.
• Created user accounts and assigned permissions.
• Diagnosed and troubleshot hardware, software and network issues.
• Responded to customer inquiries and provided technical assistance over phone and in person.

• Achieved a 95% first-contact resolution rate by delivering clear, accurate solutions and effectively addressing customer concerns, resulting in fewer escalations
• Reduced email response time by 40% through effective time management, prioritization, and consistent follow-up with customers to ensure timely support
• Accurately processed over 200 customer orders each month, maintaining attention to detail and ensuring smooth order fulfillment, which minimized processing errors by 20%
• Increased customer service efficiency by 25% by identifying process bottlenecks and implementing streamlined workflows that improved team productivity