Chika David Chukwu
Technical Support Engineer-| Nigeria |Chukwu Chika - Virtual Assistant-LinkedIn | https://x.com/Theodavid_c
PROFESSIONAL SUMMARY
Results-oriented Technical Support Engineer with 5+ years of experience providing enterprise-level
support for IT and security solutions. Skilled in troubleshooting complex technical issues, email
resolution, networking, and cloud technologies like AWS & Azure. Adept at working in fast-paced
environments, improving customer success metrics, and enhancing system reliability through proactive
problem-solving.
KEY SKILLS
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Technical Support & Troubleshooting
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Knowledge Base Documentation
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Distributed Systems & Networking
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Enterprise Software Support
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Customer Success & Communication
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Collaboration & Teamwork
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Linux/Windows/Mac OS Administration
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IT & Security Data Management
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Problem-Solving & Critical Thinking
EMPLOYMENT HISTORY
Technical Support (Team Lead) | Microsoft (Tek-Expert )
July 2024 -Present
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Led a team of 10+ technical support engineers, improving team efficiency by 30% through
process standardization.
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Managed 1,000+ support tickets per month, ensuring a 90%+ first-contact resolution rate.
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Spearheaded email troubleshooting initiatives, reducing email-related issues by 40%.
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Optimized support workflows, decreasing ticket resolution time from 24 hours to 12 hours.
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Conducted weekly training sessions, increasing technical competency among team members.
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Implemented a new escalation framework, cutting high-priority issue resolution time by 35%.
Collaborated with internal teams and documented procedures to enhance team knowledge and
customer support efficiency.
Technical Support | Microsoft (Tek-Expert)
February 2023 – July 2024
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Provided enterprise-level technical support for Microsoft Windows, Office, and Office for Mac,
assisting customers with installation, activation, and issue resolution.
Diagnosed and resolved complex issues related to Office 365 and Windows licenses, improving
user experience and boosting customer satisfaction.
Delivered clear technical guidance and education to customers, helping them troubleshoot
independently and better understand Microsoft services.
Followed standardized troubleshooting protocols to escalate and resolve advanced issues
efficiently.
Collaborated with internal teams and documented procedures to enhance team knowledge and
customer support efficiency.
Insurance Customer Support | Insurance Supermarket INT ( Canada )
April 2023 -Jan 2024 |Hybrid
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Resolved 95% of customer inquiries related to insurance policies, claims, and account
management.
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Assisted customers via phone, email, and chat, achieving a 98% customer satisfaction rating.
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Developed user-friendly email response templates, reducing email handling time by 40%.
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Improved policy navigation guidance, leading to a 20% reduction in customer follow-ups.
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Worked cross-functionally to escalate high-priority cases, reducing resolution time by 35%.
ACHIEVEMENT
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Increased team efficiency by 30% through improved workflows and training.
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Reduced email-related tickets by 40% with optimized troubleshooting steps.
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Achieved a 90%+ first-contact resolution rate, improving customer satisfaction.
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Decreased escalated issue resolution time by 35%, ensuring quicker problem resolution.
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Reduced the average ticket handling time from 24 to 12 hours, improving operational efficiency.
EDUCATION
B.Tech in Computer Science
Ondo State University of Science & Technology | Nigeria | Graduated: 2019
Major: Computer Science (3.0 CGPA)
CERTIFICATES/TRAINING
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Microsoft 365 Certified: Modern Desktop Administrator Associate
AWS Certified Solutions Architect – Associate (In Progress)
ITIL Foundation Certification (In Progress)
REFERENCE
Available on Request
