Kelvin Udufo

KELVIN UDUFO Technical Support Engineer Lagos, Nigeria � |✉ LinkedIn | GitHub PROFESSIONAL SUMMARY Results-driven Technical Support Engineer with 5+ years of progressive experience supporting high-volume users, developers, and enterprise clients in fintech, telecommunications, and health services environments. Proven ability to resolve complex API, webhook, and integration issues, drive process improvements, and deliver exceptional customer outcomes, including 95% CSAT, 30% reduction in ticket backlog, and 18% improvement in first-contact resolution. Strong background in CRM systems, backend debugging tools, and cross-functional collaboration, with ongoing backend engineering training through ALX Africa to support growth into senior technical and platform support roles. CORE COMPETENCIES & TOOLS Customer Experience & Metrics: SLA Compliance, Technical Escalations, CSAT, FCR, NPS, Enterprise Support Technical Support & Debugging: API Debugging, Webhook Troubleshooting, Plugin Integrations, Root Cause Analysis, JSON Inspection CRM & Support Platforms: Zendesk, Salesforce, HubSpot, Intercom, Live Chat, Front (Learning) Programming & Dev Tools: JavaScript, Node.js, Python, Django, Git, Bash, Postman, GitHub, VS Code Process & Documentation: Workflow Automation, Knowledge Base Management, Documentation QA, Support Analytics Professional Skills: Communication, Empathy, Problem Solving, Mentorship, Crossfunctional Collaboration PROFESSIONAL EXPERIENCE Technical Support Specialist (Tier-2 / API Support) MoneyMaster PSB – Lagos | January 2023 – Present  Delivered advanced support to developers and enterprise clients, maintaining 95% CSAT.  Resolved complex API and webhook failures using Postman, log analysis, and JSON inspection, improving platform reliability by 40%.  Introduced workflow and process improvements that reduced ticket backlog by 30% and repeat incidents by 20%.  Identified documentation gaps and partnered with product managers, increasing self-service success and reducing inbound tickets.  Provided advanced technical troubleshooting for backend services, APIs, and integrations.  Escalated issues with detailed reproduction steps and logs to engineering teams. Customer Support Specialist (Technical Operations) Globacom Nigeria – Lagos | January 2019 – December 2022  Supported 500,000+ users across billing, network, and product services while consistently exceeding SLA targets.  Led CRM workflow improvements that reduced repeat tickets and improved first-contact resolution by 18%.  Contributed to 15% revenue growth through targeted upselling and service adoption initiatives.  Facilitated onboarding and training for junior support staff, improving team productivity by 25%.  Delivered high-volume technical and service support in a fast-paced telecom environment. Technical Marketing Liaison Yashoda Hospital – Hyderabad, India | October 2015 – November 2016  Acted as liaison between international patients and clinical teams, ensuring seamless technical and service coordination.  Designed email templates and digital workflows that reduced response times and follow-ups by 25%.  Generated ₦20M+ in revenue through patient referrals and programmatic outreach initiatives. TECHNICAL TRAINING & DEVELOPMENT Backend Engineering Program ALX Africa  Hands-on training in Linux systems, shell scripting, and backend fundamentals.  Completed projects on shell basics, file permissions, and command-line utilities.  Building strong foundations in DevOps workflows, debugging, and system-level troubleshooting.  Tools & Platforms: Ubuntu Linux, Bash, Git, GitHub, CLI tools � Shell Basics: https://savanna.alxafrica.com/concepts/102303?project_id=101197 � Shell Permissions: https://savanna.alxafrica.com/concepts/107013?project_id=101614 EDUCATION  B.Sc. Social Work – University of Benin, Nigeria 2015 CERTIFICATIONS  Google IT Support Certificate – Technical Support Fundamentals  ALX Virtual Assistant Certification  CRM Tools Training – Globacom REFERENCE Available upon request 2012 -