Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Eloghene Tracy Ekpese

Abuja

Summary

Results-driven IT expert with extensive experience in cloud administration, technical support, and user management. Proven track record of delivering exceptional service and support for Google Workspace and Microsoft 365 environments. Skilled in cloud infrastructure management, user administration, and technical troubleshooting. Adept at providing top-notch technical support and ensuring seamless user experiences. Possesses excellent problem-solving skills, attention to detail, and strong communication abilities.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Cloud Security and DevOps Engineer

Digital Witch Community
01.2025 - Current
  • 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, 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.

Technical Customer Support Specialist

SkilledUp Life
11.2024 - 02.2025
  • Used ticketing systems (e.g., Zendesk, Freshdesk) to manage and resolve 100+ support tickets weekly, ensuring timely and efficient issue resolution in line with SLA requirements.
  • Assisted in the development and delivery of 3+ training programs, improving onboarding efficiency and enhancing team knowledge on tools and best practices.
  • Created and managed over 150 user accounts and access permissions across cloud platforms like Google Workspace and Microsoft 365, ensuring secure provisioning and compliance.
  • Diagnosed and resolved 50+ hardware, software, and network-related issues across diverse environments, maintaining system uptime and reducing support escalations by 30%.
  • Responded to an average of 30+ customer inquiries daily via phone, email, and live chat, delivering clear and effective technical assistance with a 95% satisfaction rating.

Customer Service Representative

Bossworld Media Limited
01.2022 - 11.2024
  • 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

Education

PGDE - Postgraduate Diploma in Education

Usmanu Danfodiyo University
01.2013

Bachelor of Science - Co-operative Economics & Management

Nnamdi Azikiwe University
01.2005

Skills

  • Application installations
  • Remote assistance
  • System administration
  • Troubleshooting skills
  • Cloud Administration( GCP,AWS and Azure)
  • Operating systems
  • System configuration
  • Technical support
  • Ticketing systems
  • Network troubleshooting
  • Backup and recovery
  • User Management

Certification

  • Zendesk Customer Service Professional Certificate (2024)
  • Google IT Support Professional Certificate (2025)
  • AWS Certified SysOps Administrator - Associate (In Progress)


Timeline

Cloud Security and DevOps Engineer

Digital Witch Community
01.2025 - Current

Technical Customer Support Specialist

SkilledUp Life
11.2024 - 02.2025

Customer Service Representative

Bossworld Media Limited
01.2022 - 11.2024

PGDE - Postgraduate Diploma in Education

Usmanu Danfodiyo University

Bachelor of Science - Co-operative Economics & Management

Nnamdi Azikiwe University

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Eloghene Tracy Ekpese