Lorraine Igwe

LORRAINE IGWE - TECH SUPPORT PORTFORLIO ABOUT ME: I am a Technical Support Specialist with 2+ years of hands-on experience supporting users in SaaS and IT environments. My work focuses on incident resolution, ticket management, and end-user support, ensuring issues are resolved efficiently while maintaining a high standard of customer experience. I have practical experience working with Zendesk, Intercom, Freshdesk, Zoom, Slack, Google Workspace, and Microsoft 365, handling tasks such as ticket triage, troubleshooting application and access issues, account configuration, and system support. I am comfortable operating in fast-paced support environments where accuracy, prioritization, and SLA adherence are critical. I am recognized for clear communication, structured problem-solving, and calm issue handling, especially when managing complex or time-sensitive support requests. I translate technical issues into clear, user-friendly explanations and collaborate effectively with internal teams to ensure issues are resolved end-toend. LORRAINE IGWE - TECH SUPPORT PORTFORLIO 1 My approach to support is practical and results-driven: minimize downtime, resolve issues correctly the first time, and deliver consistent, reliable support that users can trust. SKILLS TECHNICAL SUPPORT & TROUBLESHOOTING: Diagnosing hardware, software and network issues step-by-step user guidance and issue resolution Remote support using Zoom, Teams and Anydesk. CUSTOMER SUPPORT PLATFORMS: Zendesk- triggers, automations, ticket routing, macros Intercom- live chat, automations, ticket routing, macros Freshdesk- ticketing, canned responses, SLASs Hubspot- tickets, conversations inbox, pipelines, CRM support IT & PRODUCTIVITY TOOLS: google workspace (Gmail, Drive, Admin Console) Microsoft 365 (Outlook, Teams) Slack, Notions, CRM & Help desk tools SYSTEMS & OPERATIONS: User account management password resets & access permissions Email configuration & troubleshooting Basic network connectivity diagnostics PROJECT MANAGEMENT TOOLS: Trello, Monday.com, Asana, Click up, Flowva, Slack, Teams. REMOTE MANAGEMENT TOOLS: Team viewer, LogMeIn, Google meet, Zoom, Anydesk. LORRAINE IGWE - TECH SUPPORT PORTFORLIO 2 AUTOMATION TOOLS: Zapier, Make, n8n SOFT SKILLS: Clear communication patience & empathy problem solving Time management Attention to detail EXPERIENCE HIGHLIGHTS ✔ Multi-Platform Support (Zendesk, Intercom, Freshdesk, HubSpot): Experienced handling customer queries across multiple support tools, managing tickets, live chats, and CRM interactions efficiently. ✔ HubSpot CRM & Support Pipeline Management: Tracked customer issues through HubSpot ticket pipelines, updated contact records, managed conversations inbox, and ensured accurate documentation for follow-up and resolution. ✔ Streamlined Customer Conversations: Used HubSpot’s inbox tools to respond to customer messages, tag issues, create tickets directly from chats, and route conversations to the right team. ✔ Support Tool Configuration: Helped configure and optimize Zendesk, Intercom, Freshdesk, and HubSpot using workflows, tags, custom fields, and ticket settings to improve team efficiency. ✔ App Integration & Automation: Integrated support tools with apps like Slack, email channels, CRMs, and productivity tools. Set up workflows and automations that improved ticket routing, notifications, and team efficiency. TECH SUPPORT PROJECTS LORRAINE IGWE - TECH SUPPORT PORTFORLIO 3 ZENDESK TICKET HANDLING: SCENERIO: CUSTOMER UNABLE TO LOGIN INTO ACCOUNT LORRAINE IGWE - TECH SUPPORT PORTFORLIO 4 Summary: Handled a login issue, guided user through password reset, and resolved ticket within 20 mins. SCENERIO: PAYMENT NOT GOING THROUGH DURING SUBSCRIPTION RENEWAL LORRAINE IGWE - TECH SUPPORT PORTFORLIO 5 Summary: Handled a billing issue, guided user through subscription renewal, and resolved ticket within 20 mins. FRESHDESK TICKET HANDLING: SCENARIO: APP CRASHES ON OPEN LORRAINE IGWE - TECH SUPPORT PORTFORLIO 6 LORRAINE IGWE - TECH SUPPORT PORTFORLIO 7 LORRAINE IGWE - TECH SUPPORT PORTFORLIO 8 SCENARIO: LOGIN ISSUES LORRAINE IGWE - TECH SUPPORT PORTFORLIO 9 LORRAINE IGWE - TECH SUPPORT PORTFORLIO 10 KNOWLEDGE BASE IMPLEMENTATION WITH FRESHDESK: KBA 1 - PASSWORD RESET What I Did: Built a customer-facing knowledge base with step-by-step guides. Tools Used: Freshdesk Knowledge Base, Article Tags, Feedback Widgets Impact: Reduced repetitive tickets by 25% and empowered users to solve issues independently KBA 2 - APP NOT LOADING LORRAINE IGWE - TECH SUPPORT PORTFORLIO 11 AUTOMATED TICKET ROUTING & SLA MANAGEMENT: Created workflows to automatically assign tickets to the right team based on category, priority, and customer type. Set up SLA policies with automated escalations. Tools Used: Freshdesk Automations, Ticket Workflows, SLA Rules Impact: Improved average ticket resolution time by 30% and ensured SLA compliance across all support channels. LORRAINE IGWE - TECH SUPPORT PORTFORLIO 12 LORRAINE IGWE - TECH SUPPORT PORTFORLIO 13 LORRAINE IGWE - TECH SUPPORT PORTFORLIO 14 LORRAINE IGWE - TECH SUPPORT PORTFORLIO 15 LORRAINE IGWE - TECH SUPPORT PORTFORLIO 16 Implemented automated ticket routing and SLA management in Freshdesk to assign tickets by type, set priorities, and ensure SLA compliance. This workflow improved assignment accuracy and reduced resolution delays. INTEGRATED SLACK INTO INTERCOM Connected my Slack channel to my intercom so every new message from Slack logs directly as a notification on intercom, in order to streamline internal communication and improve response speed. The goal was to ensure that no customer message or team communication got missed especially during busy periods. LORRAINE IGWE - TECH SUPPORT PORTFORLIO 17 AUTOMATED SLACK NOTIFICATION FOR NEW GOOGLE DRIVE VIDEO USING ZAPIER: I built an automated workflow that sends instant Slack notifications whenever a new video is added to a specific Google Drive folder. This system ensures realtime awareness of new resources, updates, or uploads without needing to manually monitor the folder. LORRAINE IGWE - TECH SUPPORT PORTFORLIO 18 LORRAINE IGWE - TECH SUPPORT PORTFORLIO 19