Henry Onyemaobi

Henry Onyemaobi Lagos, 101245 | --| https://www.linkedin.com/in/henry-onyemaobi/ I am an experienced technical support specialist with 7 years and a web development background. Beyond acquiring technical skills at several IT companies, I've honed my ability to lead and mentor support teams, ensuring high levels of customer satisfaction. My expertise not only covers technical troubleshooting but also coaching teams to deliver personalized support, ensuring customers have a seamless and positive experience. This blend of technical proficiency and team leadership makes me an ideal candidate for companies seeking a skilled specialist who can elevate their customer support through both direct interaction and team coordination. EXPERIENCE Technical support specialist Jul 2021 Memberstack, Remote - US and Canada * Utilized Webflow and A/B testing methodologies to revamp our customer support portal, leading to a 20% increase in self-service resolutions. * Managed a team of 5 customer support agents, resulting in a 15% increase in customer satisfaction ratings. * Developed and conducted training sessions for new customer support agents, resulting in a 25% increase in first-contact resolution. * Created and managed comprehensive guides for various tasks, resulting in a 50% decrease in customer inquiries and a 40% increase in customer self-resolution. Technical customer support agent Aug 2020 - Mar 2022 EmailMeForm, Remote - Redwood City, California. US * Debugged and ensured the quality of web form SaaS products through thorough testing. * Investigated and resolved technical issues for web form SaaS products using various tools including Intercom, Slack, JIRA, Zendesk, Zapier, Integromat, Gorgias, Freshdesk, Shopify, and Trello. * Implemented a customer support ticketing system, resulting in a 25% decrease in response time. * Provided exceptional customer service, resulting in a 20% increase in customer retention. Technical support engineer Jul 2020 - Apr 2022 FormToEmail, Remote - UK * Resolved technical issues and ensured platform functionality through advanced troubleshooting techniques for the FormToEmail SaaS platform. * Diagnosed and identified technical problems for prompt resolution and web application maintenance. Microsoft Technical support engineer. Azure Jul 2019 - Jul 2020 Tek-Experts, Lagos, Nigeria * Developed a comprehensive troubleshooting guide for Azure services, resulting in a 40% reduction in customer escalations. * Provided exceptional support for Azure services, resulting in a 20% increase in customer satisfaction ratings. * Researched and recommended new Azure features and services to improve customer support, resulting in a 15% increase in customer retention. * Managing team members for effective case/ticket resolution. Web Developer and Technical Support Jun 2017 - Apr 2018 Hiit plc, Lagos, Nigeria * Optimized and maintained company web applications with top-notch support and SEO optimization. * Tutored and trained aspiring web developers in various front-end development languages, including HTML, CSS, Bootstrap, JS, jQuery, Vuejs, WordPress, Shopify, Webflow, and RESTFUL API. * Developed web applications for the firm using LAMP stack (PHP(Laravel) and MySQL as a database). Intern (Microsoft Office Instructor) Jun 2014 - Dec 2014 Hiit plc, Abuja, Nigeria * Tutored and trained individuals in Microsoft Suite (Word, Excel, PowerPoint, Outlook, and Access) and computer fundamentals. * Installed and configured Windows server operating systems and performed computer hardware and software installations, troubleshooting, and maintenance. * Deployed and configured virtual machines using Virtual Box, Hyper V, and VMware. EDUCATION Post Graduate Diploma (PGD) in Computer Science Babcock University, Nigeria Sep 2018 - Apr 2019 Certificate of National Service National Youth Corps Service (NYSC), Lagos. Feb 2017 - Feb 2018 Bachelor of Science (B.Sc.) in Computer Science Benue State University, Nigeria Oct 2011 - Sep 2015 LICENSES & CERTIFICATIONS Click here PROJECTS An AI-powered Prayer App. A fun-filled application to entertain users with hilarious safe dares and challenges.