About
Highly skilled and player-focused support professional with proven expertise in delivering high-quality technical support across diverse channels, including Microsoft products and dynamic gaming environments. Adept at troubleshooting complex Windows OS and Office 365 issues, resolving player-centric challenges, and moderating communities while consistently achieving high customer satisfaction and maintaining operational efficiency. Leverages strong problem-solving, documentation, and communication skills to enhance user experience and streamline support workflows.
Work
5CA
|Gaming Support Agent (Contract)
Remote, N/A, N/A
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Summary
Expertly managed player support across multiple channels, resolving complex issues and enhancing player experience within a dynamic gaming environment.
Highlights
Managed high-volume player support tickets via email, chat, and in-game tools, ensuring timely and effective resolution of account, purchase, reward, and gameplay issues.
Moderated in-game chat and community channels, consistently enforcing game policies and guidelines to maintain a positive and compliant player environment.
Investigated and documented bug reports, cheating incidents, and player behavior violations, contributing to game integrity and fair play standards.
Escalated complex technical issues to specialized teams, maintaining detailed case documentation for efficient resolution and knowledge transfer.
Communicated critical game updates, policy changes, and issue resolutions with exceptional clarity and professionalism to a diverse player base.
Teknowledge
|Microsoft Support Engineer (Windows/Office)
Lagos, Lagos State, Nigeria
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Summary
Delivered advanced IT support for Microsoft products, significantly improving system uptime and achieving high customer satisfaction rates.
Highlights
Provided advanced IT support for Microsoft products, achieving an impressive 85% first-call resolution rate for complex technical issues.
Troubleshot and resolved critical Windows OS and Office 365 issues, successfully reducing system downtime by 20% for users.
Addressed technical queries via phone, email, and remote tools, consistently ensuring a 98% customer satisfaction rating through effective problem-solving.
Collaborated with cross-functional teams to escalate and efficiently resolve complex technical challenges, minimizing disruption and optimizing support workflows.
Authored over 10 knowledge base articles and documented technical solutions, streamlining team knowledge and improving support efficiency.
Managed comprehensive technical onboarding and secure offboarding processes for customers, ensuring compliance and seamless IT system integration.
Maiyama Community Nur & Pry School
|Computer Teacher (National Service)
Kebbi, Kebbi State, Nigeria
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Summary
Facilitated computer literacy and technical skill development for students and staff, significantly enhancing digital proficiency within the community.
Highlights
Demonstrated independent and collaborative problem-solving skills to support daily school operations and technology infrastructure requirements.
Reviewed pupil assignments and provided targeted assistance to colleagues, enhancing students' computer efficiency by 30% through focused instruction.
Contributed to community IT education initiatives, strengthening digital literacy programs for broader community impact and engagement.
Facilitated engaging IT training sessions that led to improved tech skill adoption among students and staff, fostering a more digitally capable environment.
Education
University of Ilorin
B.Sc.
Computer Science
Model His & Hers College
Certificate
Secondary School Leaving Certificate
Certificates
Cybersecurity Job Simulation
Issued By
Mastercard
Cybersecurity Analyst Job Simulation
Issued By
Tata Group
Foundations of Cybersecurity
Issued By
Introduction to Cybersecurity Careers
Issued By
IBM
Play It Safe: Manage Security Risks
Issued By
Connect and Protect: Networks and Network Security
Issued By
Tools of the Trade: Linux and SQL
Issued By
Certificate of National Service
Issued By
NYSC
Skills
Technical Support
Windows and Office 365 Troubleshooting, Software Troubleshooting, Remote Troubleshooting, Help Desk Support, IT Support, System Downtime Reduction.
Problem Solving
Complex Issue Resolution, Root Cause Analysis, Analytical Thinking, Independent Problem-Solving.
Customer Service & Relationship Management
Customer Satisfaction, Client Communication, Technical Queries, Player Support, Professionalism, Cross-functional Collaboration.
Operating Systems & Software
Windows OS, Office 365, Microsoft Products, Linux, SQL, Windows and Linux Bash Kernel, Microsoft Dynamics 365 CRM Expertise.
Community & Moderation
Online/In-game Moderation, Community Management, Policy Enforcement, Player Behavior Management.
Documentation & Knowledge Management
Case Documentation, Knowledge Base Articles, Technical Solutions, Process Documentation.
IT Operations
Technical Onboarding, Secure Offboarding, IT System Integration, Compliance, IT Education Initiatives, Digital Literacy Programs.
Attention to Detail
Detail Oriented, Accuracy, Quality Assurance.
Adaptability
Learning Agility, Technology Updates, Process Improvement.