Habeeb Ejio

I am a dynamic and experienced Global Technical Support Engineer with a strong background in IT Operations, Technical Support, Product Management, Data Science, Data Analysis, and Machine Learning. I bring a wealth of technical proficiency and strategic problem-solving skills to any role, backed by my extensive experience in swiftly identifying and resolving critical product issues, mentoring and training support teams, and optimizing global support operations.

Professional Experience:

ENGIE Energy Access (Feb 2021 – Present)

As a Global Technical Support Engineer, I have significantly contributed to customer satisfaction and product adoption rates. My responsibilities include resolving critical product issues, managing international logistics, and overseeing 6 countries technical operation support. I have also mentored over 50 service center associates, enhancing their troubleshooting processes. Recognized for my contributions, I have driven improvements in our product roadmap through detailed customer feedback analysis. My efforts helped maintain a high SLA target, achieving 93%-97% in ticket resolution and first response times.

CWG PLC (Nov 2019 – Feb 2021)

In my role as Lead Technical Support Engineer, I achieved high customer satisfaction and became the preferred technical support choice for top management. I managed a 40-seat call center, leading to a 30% reduction in support ticket response time and a 25% decrease in overall downtime. My leadership in developing IT documentation policies reduced onboarding time by 20%, and I successfully led a team of 60 staff, enhancing productivity and efficiency by 30%.

ipNX Nigeria Limited (Mar 2017 – Oct 2017)

As a Network Support Engineer, I optimized network performance and promptly addressed performance drops. I resolved WAN, server, router, and LAN issues onsite, earning respect for my problem-solving skills. Additionally, I participated in radio hardware installations at customer locations, further honing my technical expertise.

Education:

• B.Sc. Computer Engineering, Eastern Mediterranean University, Turkey (2012 - 2016)

Technical Skills:

• DevOps: Jenkins CI/CD, Ansible, Terraform, Docker
• Full Stack Web Development: HTML/CSS/JavaScript, Bootstrap, React, NodeJS
• Mobile App Development: iOS, Android, React Native
• Frontend Web Development: HTML, CSS, React

I am fluent in English and my commitment to maintaining high SLA targets and improving customer satisfaction positions me to bring immediate value and efficiency improvements to your team.