Kenneth Sunday
IT Support Professional
Lagos
I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage
Summary
Savvy entry level IT support professional proficient in troubleshooting technical issues in customer-focused environments and learning new technology. Possesses comprehensive knowledge of standard operating systems, ticketing systems and technical support procedures. Skilled in problem solving methodologies, team playing and improving customer success at customer interaction points.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Technical Support Lead
Kennethmox
Lagos
02.2021 - Current
- Resolved diverse range of technical issues across social media platforms and applications for end-users across various time zones.
- Managed high levels of call flow and live chats and responded to tier1 technical support needs for 15-22 customers per day.
- Used strong technical knowledge to provide customers with updates and periodic statements on service developments and changes in trends.
- Reached out to customers for follow-up calls and to provide ongoing technical support.
- Applied inbound methodologies to engage customers and improve customer success and retention rates by 34%.
- Collected customer information and analyzed customer needs to recommend potential products or services.
Social Media Manager
Mox Procurement
Lagos
10.2019 - 05.2022
- Utilized Canva and HubSpot to design and implement social media strategies respectively to align with business goals.
- Assisted customers with service problems and enquiries via chat and increased customer engagement through social media by 25%.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Developed marketing content such as promotional materials and advertisements for social media.
Education
Bachelor of Science - Physiology
09.2016 - 01.2022
Skills
Technical troubleshooting
Customer support
Ticket support system management
Process design
Operations management
Quality control guidelines
Customer service expert
Remote IT Implementation
Windows 10
Application support
Managing service level agreements
Accomplishments
IBM New Collar: Customer Engagement Specialist - IBM iX
Certification
Google IT Support Professional Certificate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Google IT Support Professional Certificate
04-2023
Inbound Marketing - HubSpot
04-2023
Customer Service Diploma - Alison
03-2023
Technical Support Lead - Kennethmox
02.2021 - Current
Social Media Manager - Mox Procurement
10.2019 - 05.2022
Abia State University - Bachelor of Science, Physiology
09.2016 - 01.2022