ARINZE EMMANUEL ALEKE
Lagos State, Nigeria, --, LinkedIn
A driven service-focused professional with over 3 years of experience providing exemplary customer
support and product development in I.T roles across organizational occupational climates. Possessing
strong interpersonal attributes and a tenacity to operate efficiently in culturally diverse teams, promising
an edge with a revamped productivity output. A spirited individual enthusiastic about adding value to the
society through voluntary involvement and teamwork.
EDUCATION
• B.Sc. Information Technology
Ghana Technology University College, Accra, Ghana
2018
CERTIFICATES
• Microsoft Azure Fundamentals (Az-900)
In View
WORK EXPERIENCE
Customer Support Specialist, Gander - Shopify UGC App
April 2022 – Present
• Interacted with diverse customers constantly, listened to their complaints, and delivered timely
resolutions which promoted excellent communication skills, quality customer service, and customer
retention.
• Established, developed, and maintained positive business and customer relationships.
• Actively listen to customers' feedback and suggestions and its implementation has improved
customer satisfaction.
• Built a ticketing system to work with through Zendesk.
• Wrote insightful and engaging articles to broaden customer understanding of our services and
pertinent information.
• Developed and implemented customer service strategies that enhance business growth and allowed
for distinct opportunities.
Customer Support Specialist, PageFly - Shopify Pagebuilder App
October 2021 – March 2022
• Remotely developed the visual redesigns for client ecommerce pages, boosting their user interfaces
and end user appeal to boost interaction and drive engagement.
• Sustained a record of positive feedback in reviews from clients regarding handling of E-commerce
merchant needs using the PageFly platform.
• De-escalated customer issues by providing quick and effective solutions to pain points.
Microsoft 365 Technical Support Engineer, Tek Experts, Lagos, Nigeria
November 2020 – August 2021
• Overhauled the troubleshooting process for O365, Identity, exchange online, OneDrive and SharePoint
online related issue, resulting in a reduced downtime, increased usability and customer satisfaction by
50%.
• Maintained an average 3.9/4.0 KPI rating meeting projections and set targets.
• Actively utilized SOPs and diagnostics to analyse large volumes of data from customer’s complaints to
influence a faster and more effective resolution providing processes.
• Analysed performance metrics, reviewed creative and brainstormed with internal stakeholders to
develop and present 4 strategic social media plans per year
• Closed over 80 cases monthly, bringing in revenue for the company per closure.
• Achieved an average Customer Satisfaction (CSAT) rating of 4.75/5.0 and coached other teammates on
tips to building customer satisfaction.
• Spearheaded the resolution of exchange related issues for customers, serving as an Exchange Online
Enterprise engineer; Loading with Escalation engineers to drive resolution process.
• Responded to over 100 customer tickets/e-mails via RAVE ticketing System.
• Guided customers in onboarding their organizations to Office 365 services such as Azure, Exchange
Online, SharePoint Online, SharePoint Hybrid from 2010 to 2016, Lync Online, Office 2016, Office 365
ProPlus and Yammer.
•
Assessed and evaluated critical issues by setting customer expectations, devise and implemented
action plans and professionally communicated to all parties involved.
Backend Intern (Finalist), HNG Internship, Nigeria
September 2019 – August 2020
• Impacted on different teams to develop Micro APIs for a Micro APIs website developed during the HNG
internship using NodeJS and Express framework.
• Accelerated product reliability through log and error analysis, blameless post-mortems, and coding to
prevent recurrence
• Addressed and exhibited understanding of the top 3 “ities” of production software: “scalability, stability
and security”.
• Optimized 7 landing pages during the course of the internship, resulting in a 4% lift in organic search
traffic.
Junior Developer, Automata Associates Limited, Nigeria
September 2019 – July 2020
• Collaborated with senior developers to manage large, complex design projects for corporate clients
aiding productivity and meeting timeline 2 weeks ahead.
• Completed detailed programming and development tasks for front end public and internal websites
with HTML, CSS and JavaScript as well as challenging back-end code with C#.
• Effected over 20 weekly quality assurance tests to discover errors and optimize usability, improving
• Performed unit testing/validation testing and determined requirements; created test plans for
execution that would boost efficiency by 15%.
• Worked with a cross functional team to lead the website architecture redesign, leading to a two-second
faster load time and 16.5% decrease in bounce rate.
Intern, Computer Warehouse Group, Lekki Phase 1, Lagos State Nigeria
May 2014 – August 2014
• Collaborated with senior developers, leveraging on guidelines to effectively manage automated teller
machine ATM management software developed to aid various processes within the group.
VOLUNTEERING EXPERIENCE
Volunteer, Bible School, Alive Chapel Badore Ajah Lagos State, Nigeria
May 2015 – Present
• Collaborating with supervisors from the chapel to create an enabling atmosphere, improving the
method of feedback collection aiding future planning proceedings to help develop students and
ensure a greater reach of lesson understanding across a set of diverse classes of students.
COMPETENCIES
Core
Technical Reporting | Proficiency in Microsoft Office Suite and 365 automation | Windows PowerShell |
Visual Studio 17, Visual Studio Code | NetBeans | SQL Server Management Studio (MSSQL) | Notepad++
| BMC Helix IT Service Management (ITSM)Software | Proficiency using O365 Identity and O365
Exchange online | Microsoft Teams | ASP.NET(MVC) | Proficiency in C#, Custom HTML/CSS Code,
JavaScript, Jquery, NodeJS, Mongo dB, API testing Using Postman, Microsoft 365, Zoom, Slack | Active
Directory | Software Troubleshooting | Phone and E-mail Technical Support | Customer Support
Interpersonal
Active listening | Quick Learner | Resource Management | Effective Communication | Disciplined |
multi-tasking | Team Player
INTERESTS
• Soccer | Reading | Volunteering | Networking | Technology
