Habeeb Ejio

Habeeb Ejio Loca%on: Nigeria Email:-Telephone: - Profile Dynamic and experienced Global Technical Support Engineer with a proven track record in strategic problem-solving, leadership, and product innova%on. As an AI-powered engineer with exper%se in Data Science, Data Analysis, and Machine Learning, I bring a wealth of technical proficiency to any role. I have extensive experience in swiSly iden%fying and resolving cri%cal product issues, mentoring and training support teams, and op%mizing global support opera%ons. I am seeking a role to enhance my skills and con%nue providing innova%ve solu%ons. My background in maintaining high SLA targets and improving customer sa%sfac%on posi%ons me to bring immediate value and efficiency improvements to your team. Educa-on B.Sc. Computer Engineering Eastern Mediterranean University, Turkey | 2012 - 2016 Professional Experience ENGIE Energy Access - Remote, Africa Global Technical Support Engineer | Feb. 2021 – Present • Strategic Problem Solver: SwiSly iden%fied and resolved cri%cal product issues, including network connec%ons, interna%onal logis%cs, product inventory management, and customer feedback. Recognized with an outstanding employee award for contribu%ons that drove improvements in customer sa%sfac%on and product adop%on rates. • Leadership and Talent Development: Mentored and trained two global support engineers and over 50 service center associates and technicians, enhancing troubleshoo%ng processes and customer experience. • Product Innova?on and Roadmap Influence: Conducted monthly inves%ga%ons into customer feedback, providing analysis reports to iden%fy root causes and suggest solu%ons, informing the product roadmap. • Global Support and Efficiency Op?miza?on: Supported colleagues across nine countries, conducted training sessions, and par%cipated in feature tes%ng before deployment. Maintained a dynamic knowledge base and designed product support guidelines to improve diagnos%c effec%veness. • Customer Sa?sfac?on and SLA Excellence: Helped maintain a Global Product Support team SLA above 90%, consistently achieving a monthly SLA target of 93%-97% in %cket resolu%on and first response %mes. CWG PLC - Lagos, Nigeria Lead Technical Support Engineer | Nov. 2019 - Feb. 2021 • Customer-Centric Solu?ons: Achieved high customer sa%sfac%on, becoming the preferred technical support choice for top management. Acted as the first responder for a 40-seat call center, managing and escala%ng technical issues. • Efficiency and Innova?on: Led collabora%on efforts between teams, resul%ng in a 30% reduc%on in support %cket response %me and a 25% decrease in overall down%me. Introduced advanced %cke%ng systems and knowledge management tools. • Documenta?on and Project Leadership: Developed comprehensive IT documenta%on policies and user-friendly guides, reducing onboarding %me by 20%. • Team Leadership: Led a high-performing team suppor%ng over 60 staff and 40 call center agents, resul%ng in a 30% increase in produc%vity and efficiency. ipNX Nigeria Limited - Rivers, Nigeria Network Support Engineer | Mar. 2017 - Oct. 2017 • Network Op?miza?on: Monitored infrastructure for op%mal network performance and promptly escalated performance drops. • Efficient Troubleshoo?ng: Responsible for onsite resolu%on of wide area network (WAN), server, router, and LAN issues, including troubleshoo%ng in server rooms. • Project Leadership and Customer Sa?sfac?on: Par%cipated in radio hardware installa%ons at customer loca%ons and resolved network issues onsite, earning respect for problem-solving skills. 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 Na%ve • Frontend Web Development: HTML, CSS, React Interests • Personal Projects: Engaged in full-stack projects, including Linux and cloud compu%ng projects. • Games: Enjoys playing FIFA, Rush Royale, and Call of Duty • Languages: Fluent in English and Yoruba, basic proficiency in French.