Technical Support
Engineer--
Nigeria
Ibiso
Barimalaa
Profile
I am an experienced Technical Support Agent with over 5 years of proven
expertise in troubleshooting and resolving technical issues across multiple
systems such as SaaS and on-premise environments. I am skilled in diagnosing
and resolving software, and network problems efficiently. I am well known for
my meticulous attention to detail and methodical approach to
problem-solving. I have strong communication skills, effectively conveying
complex technical concepts to users of varying technical backgrounds. I am
adaptable to fast-paced environments and committed to delivering
exceptional customer service in a remote work environment. I continuously
seek opportunities for professional growth and stay abreast of emerging
technologies to enhance support capabilities. I am open to working flexible
hours providing timely and effective solutions to ensure long-term customer
satisfaction.
Employment History
L2 Technical Support Agent at Trilogy (Crossover for Work),
Remote
09/2024–Present
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Conducting tests and inspections of products, services,
or processes to evaluate quality or performance.
Diagnosing program malfunctions reproducing issues
locally on virtual machines (VMWare/Hyper-V),
identifying root causes, and implementing corrective
solutions.
Performing deep dives in the logs transferred via
SFTP/FTP and debugging software issues.
Troubleshooting and resolving technical issues with
SaaS applications and systems, ensuring smooth
operation and optimal performance.
Evaluating functionality and performance of software,
recommending improvements and solutions.
Providing technical assistance for the integration and
configuration of API solutions into existing systems,
addressing compatibility issues, and ensuring seamless
implementation.
Assisted and reviewed rule-based workflow to automate
specific tasks.
Implemented a new troubleshooting protocol using
AI-based systems, reducing resolution time by 20% and
enhancing user satisfaction.
Gathering user feedback and reporting technical issues
Skills
Effective Time Management
Customer Support and Service
Ability to Work in a Team
Communication Skills
Problem-Solving
Critical Thinking
Professionalism
Empathy
Collaboration
Microsoft Office
Programming (JavaScript, Python, API)
Content Management Systems (DNN,
WordPress, E-commerce)
CRMs (SalesForce, Zoho, Dynamics)
Ticketing Software (Zendesk, Kayako)
Database (MySQL, SQL, MongoDB)
Remote Administration (Bash, PuTTy, RDP,
AnyDesk)
SaaS Management
Cloud Hosting (AWS, Azure)
Security (LanGuard, MailEssentials)
LLM integration
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to development teams, contributing to the
improvement of the systems.
Collaborated with the development team to identify and
resolve a critical bug in the system, ensuring
uninterrupted service for users and minimizing
downtime.
Recognized for excellence as a top performer, receiving
multiple positive feedback from users for resolving
complex technical issues.
Languages
English
Courses
L1 Technical Support Agent at Trilogy (Crossover for Work),
Remote
Technical Support Fundamentals at
Coursera
07/2021–09/2024
MANAGEMENT STRATEGIES FOR PEOPLE
AND RESOURCES at YALI NETWORK
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Gathering information from multiple sources to make
technical decisions or suggestions.
Addressing first contact resolution (FCR) and Service
Level Agreement (SLA) challenges by designing and
utilizing AI solutions to achieve above 70% FCR and 99%
SLA.
Optimizing prompts for chatbots and virtual assistants,
improving clarity, effectiveness, and user engagement.
Reducing support calls by contributing self-help
information, operating tips, FAQs, and technical
solutions to common problems.
Following predefined procedures to evaluate, solve, and
escalate product-related issues.
Communicating clearly, asking informed questions, and
actively listening to provide targeted support for
technical issues.
Authoring user-facing articles in the knowledge base of
undocumented complex issues.
Escalating advanced customer issues to next-level
support or managers to facilitate resolution.
Creating and managing licenses for software solutions,
ensuring compliance with usage agreements, and
optimizing resource allocation.
Assisted with training and provided educational
resources to users and internal teams on effective
utilization of the systems.
Staying updated on product releases, through
continuous learning and collaboration with
development teams, ensuring effective support for
users.
Handled 50 - 100 technical support tickets each week,
maintaining above 70% resolution rate.
Technical Support Agent at Along Nigeria, Abuja
11/2020–09/2021
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Maintained up-to-date knowledge of the user apps and
the backend application.
Provided technical support to users and drivers using
the RideShare app.
Delivered regular training to the marketing teams
within the business.
Identified, reported and resolved technical issues.
Programming Languages (JavaScript,
JQuery, React, Bootstrap CSS, HTML,
Python, PHP) at W3 Schools
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Maintained and updated technical documents and
procedures.
Served as an escalation point for technical support
teams and assisted the development team.
Tracked reported IT issues to discover trends and plan
remedial action.
Monitored daily performance of existing computer
systems.
Reported major IT issues or defective products for
further escalation.
Technical Relationship Manager at STEADSMART LIMITED,
Abuja
06/2019–07/2021
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Recorded and maintained client information.
Reviewed operational metrics and sales data to inform
sales strategy.
Evaluated statistics and expenditures to analyze
potential new revenue streams.
Built favourable industry partnerships by representing
the company and promoting products at trade shows
and conventions.
Recruited and hired talented sales personnel to add
depth and strength to the sales team.
Projected sales and identified less profitable areas by
closely monitoring operations.
Determined price schedules and discount rates in the
system to maintain competitive positioning.
Oversaw regional and local sales managers and staff,
offering performance feedback.
Closed tough deals and complex sales using strong
persuasion and negotiation skills
Maximized profitability by capitalizing on revenue
opportunities with well-coordinated sales programs.
Created financial documents and handled insurance
inquiries.
Explained product features and demonstrated operation
to educate customers and close sales.
Researched market trends and stayed current on
customer preferences to better lead sales operations.
Increased customer satisfaction with targeted sales
team training in relationship management and
negotiation.
Technical Support Agent at STEADSMART LIMITED, Abuja
04/2016–06/2019
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Provided daily support to a large number of customers,
ensuring complete satisfaction with IT-related issues
and solutions.
Assisted customers with troubleshooting and resolving
software problems, ensuring minimal disruption to their
workflows.
Processed and managed tickets and service requests to
maintain seamless operations for customers.
Handled customer inquiries and complaints promptly,
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delivering high-quality technical assistance and
resolutions.
Utilized a self-developed Excel application to track,
manage, and report on tickets and service requests
weekly.
Coordinated with external parties such as vendors and
partners to provide alternative solutions and escalations
for complex technical issues.
Maintained and updated customer information in the
database, making necessary changes upon customer
requests.
Trained and onboarded recruits on company policies, IT
systems, and best practices for effective ticketing and
issue resolution.
Education
BACHELOR OF SCIENCE (CHEMICAL ENGINEERING),
University of Ilorin, Ilorin
10/2009–07/2014
References
References available upon request.
