Odoh
Customer support representative
- Age:
- 26 years
- City of residence:
- Dnipro
- Ready to work:
- Dnipro, Remote
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You can get this candidate's contact information from https://www.work.ua/resumes/19653745/
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Remote
Career Summary
Customer-focused technical support professional with 7+ years’ progressive experience (2019–July 2026) in
help desk and customer service environments supporting SMB and enterprise clients. Skilled at diagnosing
and resolving hardware, software, and network issues across Windows, macOS, iOS/Android and common
SaaS platforms. Proven track record improving first-call resolution, reducing ticket backlog, and turning
frustrated customers into satisfied users through clear communication, patience, and ownership.
Comfortable mentoring junior staff, documenting processes, and collaborating with engineering/product
teams to drive product and support improvements.
Professional Experience
01/2023 – 07/2026 EverReach Technologies
Senior Help Desk Analyst
Senior analyst on a 10-person support team handling 400–600 monthly tickets.
•
Reduced average ticket resolution time by 28% through routing and diagnostics
•
improvements.
Liaised with Engineering on VoIP RCA, reducing incidents by 40%.
•
Mentored 6 new hires and created a 10-module onboarding playbook.
•
Improved CSAT from 82% to 90%.
•
Tools: Zendesk, Jira, SolarWinds, Twilio/SIP, Confluence.
•
08/2019 – 12/2022 Meridian IT Services
Technical Support Specialist
Supported 25 SMB clients with hardware, software, and networking issues.
•
Managed 8 Office 365/G Suite migrations.
•
Increased FCR by 15% with standardized templates.
•
Reduced repeat password-reset tickets by 22% via training content.
•
Maintained 98%+ SLA compliance.
•
05/2017 – 07/2019 MovaLink Solutions
Customer Support Representative (Technical Focus)
Handled 60–80 customer interactions daily.
•
Diagnosed application issues and escalated software bugs.
•
Authored 40+ knowledge-base articles.
•
Improved trial-to-paid conversion by 6%.
•
Core Competencies
Tier 1–2 Technical Support Remote Troubleshooting Incident Triage
Ticketing systems SLA management Windows/macOS
Zendesk, Freshdesk, Jira Service administration
Desk Networking fundamentals
CRM support
Mobile device support Knowledge base creation
Escalation management
SaaS onboarding & training Process improvement
Reporting & metrics
Customer empathy
Languages
ENGLISH LANGUAGE
C2
Technical Proficiencies
Windows 10/11, macOS, iOS, Android Zendesk
Freshdesk Jira
Confluence ConnectWise
Microsoft 365 VPN
TCP/IP DNS/DHCP
Google Workspace Slack
Zoom
More resumes of this candidate
Considering positions: Sales manager, Customer success manager
Dnipro, Remote
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The candidate's resume is posted at https://www.work.ua/resumes/19653745/