Ikenna Divine

HubSpot Certified Technical Support Specialist with a Professional Diploma in Software Engineering.

I am a dedicated Technical Support professional who bridges the gap between non-technical end-users and complex software systems. Unlike standard support agents, I bring a background in Software Engineering (NIIT) and Automated Testing, allowing me to not just “log” tickets, but actively troubleshoot, reproduce bugs, and resolve issues at the root cause.

Core Competencies:

• Technical Support: 3+ years of experience (Freelance & Corporate) providing Tier 1 and Tier 2 support. I am skilled in remote troubleshooting, VPN configuration, and user account management.
• SaaS Expertise: Certified in HubSpot Service Hub. I understand the lifecycle of a support ticket and how to manage SLAs in high-pressure environments like MTN Nigeria.
• Code Literacy: My diploma in Software Engineering gave me a distinction (100/100) in Logic Building. I can read Java and Python code and write SQL queries to verify data, making me a valuable asset for SaaS companies where support needs to speak the developer's language.

My Approach to Support: I believe that great support is 50% technical skill and 50% empathy. My goal is to de-escalate frustrated users quickly by proving that I understand their problem. I use tools like Jira for bug tracking, Zoom for remote assistance, and Slack for team collaboration.

Technical Toolkit:

• CRM: HubSpot, Salesforce (Familiarity), Zendesk
• Collaboration: Google Workspace, Slack, Microsoft Teams, Zoom
• Technical: SQL (T-SQL), HTML5, Python Basics, Windows Server Admin

I am fully set up for remote work with a reliable power supply and high-speed internet, ready to support global teams in US or European time zones.