Tahir Adeleye
Nigeria, Abuja
Professional Summary
Experienced and detail-oriented IT Support Specialist with over 4 years of hands-on experience
providing comprehensive support and IT services in dynamic environments. Adept at leveraging
top-tier platforms like Zendesk, Asana, Monday.com, Shopify, and Gorgias to streamline
workflows and ensure seamless customer experiences. Known for delivering quick resolutions to
technical issues, effectively managing customer inquiries, and optimizing support systems to
enhance productivity. Committed to providing efficient technical support while enhancing user
satisfaction and business operations.
Core Competencies
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IT & Customer Support Expertise
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Zendesk & Gorgias Administration
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Help Desk Management
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Task Management Tools (Asana, Monday.com)
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Shopify Setup & Troubleshooting
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Incident & Problem Management
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Remote Desktop Support
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Technical Troubleshooting & Diagnostics
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Multi-Channel Support (Email, Chat)
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Customer Relationship Management (CRM)
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Ticketing & Case Management
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Data Entry & Reporting
Professional Experience
IT Support & Customer Service
Specialist Tech Solutions Hub —
10/8/2023 – Till Date Location: Remote
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Provided dedicated IT support to customers via Zendesk, managing over 50+ tickets per
day and achieving a 95% first-response resolution rate.
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Managed customer inquiries, troubleshooting issues ranging from e-commerce platform
configurations to network connectivity problems using Gorgias to automate responses
and track support tickets.
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Utilized Asana and Monday.com for efficient internal project management,
collaborating with cross-functional teams to resolve technical issues and deploy
product updates for clients.
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Implemented Shopify troubleshooting and support processes, guiding clients through
product listings, payment setup, and shipping configurations.
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Delivered a comprehensive FAQ and troubleshooting guide for Shopify users, reducing
support requests by 20%.
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Trained and mentored junior IT support staff on Zendesk, Gorgias, and Shopify,
improving team efficiency and resolving customer issues more quickly.
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Streamlined ticket management and issue tracking within Zendesk using custom
workflows and macros, reducing resolution time by 15%.
Customer Support Representative
E-Commerce Solutions — 21/12/2021 – 30/7/2023
Location: Remote
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Delivered exceptional customer support for Shopify-based clients, helping with
troubleshooting, store configuration, product integration, and order management.
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Integrated Zendesk with Shopify to enhance ticketing system workflows,
enabling faster responses and improving customer satisfaction by 30%.
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Responded to customer queries via chat, email, and phone, assisting with product
inquiries, returns, and general troubleshooting.
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Utilized Monday.com to track ongoing support cases, ensuring timely follow-ups and
project completion, leading to a 40% reduction in escalations.
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Optimized client experience by collaborating with product development to resolve
technical glitches, leading to a smoother post-purchase experience for customers.
IT Support Technician
NextGen Technologies — 20/2/2019 – 16/12/2021
Location: On-site
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Managed user support requests through Zendesk, providing tech troubleshooting,
software configuration, and access control to over 200 employees.
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Set up and configured workstations, software, and networking devices for new hires,
ensuring a smooth onboarding experience.
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Provided internal support using Monday.com for incident management, organizing
tasks and ensuring timely updates and resolutions.
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Acted as the go-to person for all Shopify-related technical queries, resolving
product listing issues, payment system glitches, and inventory syncing problems.
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Deployed and maintained internal knowledge base articles in Gorgias, helping both
internal staff and customers self-serve common troubleshooting steps.
Education
B.Tech
Statistics
Fedeeral University — 2017
Location: Minna Niger State, Nigeria
Key Achievements
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Reduced average ticket resolution time by 25% through the implementation of custom macros
and automated workflows in Zendesk.
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Led a team-wide Shopify troubleshooting initiative, decreasing critical platform issues by 35%
in the first quarter.
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Developed Asana project templates to standardize support request handling, leading to a 20%
increase in team efficiency.
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Awarded Customer Support Specialist of the Year for outstanding contributions to
resolving complex customer issues and enhancing satisfaction.
Technical Skills
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Zendesk (Ticketing, Macros, Automation)
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Gorgias (Customer Support, Integration with Shopify)
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Asana (Project Management, Task Automation)
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Monday.com (Project Tracking, Collaboration)
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Shopify (Store Setup, Troubleshooting, Product Listings)
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Operating Systems: Windows, macOS, Linux
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Software: Microsoft Office Suite, Google Workspace
Professional Development
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Regular participant in Zendesk and Shopify webinars to stay updated on new features
and best practices.
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Active member of IT Support Communities on LinkedIn, continuously learning from
peers and sharing knowledge on customer support optimization.
