Usman Muhammad Kuna

USMAN MUHAMMAD KUNA Abuja, Nigeria | Tel: -|-LinkedIn Profile - https://www.linkedin.com/in/usman-kuna/ IT TECHNICAL SUPPORT Network Innovation | Service Excellence | Starlink Simplified TECH THAT WORKS. SERVICE THAT CARES! PROFILE SUMMARY –  Provided timely customer support for subscription services, resolving client issues with a 98% satisfaction rate through chat, phone, and email.  Successfully troubleshot and resolved over 250+ technical issues, including software installations and connectivity problems, reducing average resolution time by 30%.  Maintained and managed daily performance spreadsheets for technical and customer service metrics, improving reporting accuracy and helping senior management make data-driven decisions.  Reported regularly to senior management with insights on user issues, helping identify repeated pain points and reduce escalations by 40%.  Assisted in subscription setup and payment processes, contributing to a 20% increase in successful user onboarding and renewals. SKILLS & COMPETENCIES     Technical Troubleshooting Remote Installation Support Data Management (Excel & Spreadsheets Networking Fundamentals     Customer Service Communication Attention to Detail Problem-Solving Team Collaboration PROFESSIONAL EXPERIENCE SULFMAN CONSULTING LTD – ABUJA, NIGERIA | FEBRUARY 2024 - PRESENT IT SUPPORT & STARLINK INSTALLATION (NYSC)    Installed and supported Starlink internet services for over 120 clients, ensuring 98% uptime and reducing connectivity complaints by 40% through prompt troubleshooting and on-site technical support. Provided customer onboarding and technical assistance, handling an average of 15–20 support tickets weekly, resulting in a 95% satisfaction rating based on client feedback. Managed and updated detailed installation and service logs using Excel, improving tracking accuracy by 60% and enabling senior managers to make faster data-driven decisions. GALAXY BACKBONE – ABUJA, NIGERIA | OCT 2022 – NOV 2022 INTERN   Proficient in technical assignments like IP address allocation and network device configuration. Led and supervised fibre optics internet installation projects across multiple client locations, ensuring 100% compliance with technical standards and safety protocols. GHANA COMMUNICATION TECHNOLOGY UNIV - ACCRA, GHANA | OCT 2022 – OCT 2023 STUDENT LEADER I served as President of the International Students Association at Ghana Communication Technology University, excelling in communication and interpersonal skills with all stakeholders. EDUCATION BSc | Information Technology, Ghana Communication Technology University, Accra, Ghana CERTIFICATIONS    Google Analytics: Foundations: Data, Data, Everywhere Google Analytics: Ask Questions to Make Data- Driven Decisions Google Analytics: Prepare Data for Exploration INTEREST     Networking Traveling Playing games Reading