Azure
Idris Mustapha
Toronto,Ontario
Summary
Results-driven Customer Success and Technical Support Specialist with over 4 years of experience in SaaS, technical support, and process optimization. Expertise in supporting cross-functional teams, troubleshooting software and systems, and implementing customer success platforms. Skilled in data analysis, reporting, and customer relationship management, with hands-on experience in developing workflows to enhance customer success initiatives. Strong communicator and problem-solver, adept at delivering high-quality support and insights that drive business growth and customer satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Cogeco
Toronto, ON
12.2023 - Current
- Provide advanced technical support for software and hardware issues, ensuring timely resolution for customer inquiries and system errors.
- Troubleshoot and diagnose technical issues related to network connectivity, software applications, and system configurations.
- Collaborate with cross-functional teams to define support processes and streamline customer workflows, improving resolution times by 25%.
- Generate and maintain accurate incident reports, tracking support tickets to identify trends and areas for process improvement.
Technical Support Representative
Johnsons Controls
Toronto, ON
04.2023 - 12.2023
- Supported customer success initiatives by resolving technical issues and providing guidance on software usage and best practices.
- Handled high volumes of inbound and outbound customer calls, resolving complex issues with operating systems and network configurations.
- Partnered with product teams to optimize customer experience and ensure smooth software implementations.
Strategy Analyst
Hugo Technologies
Lagos, Nigeria
02.2021 - 12.2022
- Conducted comprehensive data analysis to inform business strategies and optimize operations for customer success and retention.
- Collaborated with stakeholders and product teams throughout the software development lifecycle, providing valuable insights to enhance product functionality and user experience.
- Assessed employees through on-site observation and interviews to determine strengths and weaknesses in work performance, methods, and team functions.
Software Developer / Technical Support Engineer
Lenilabs
Yaba, Lagos
10.2018 - 12.2020
- Developed and supported web applications, utilizing a variety of programming languages including ReactJS, Python, PHP, and C++.
- Conducted full lifecycle software development, from planning to deployment, ensuring smooth product rollouts and customer satisfaction.
- Troubleshot system issues and provided technical support to customers, resolving software bugs and optimizing performance.
Education
Associate of Science - Software Engineering Technician
04-2024
Bachelor of Science - Zoology
10.2019
Skills
- Customer Success Platforms: Salesforce, Zendesk
- Programming Languages: SQL, Python, JavaScript, PHP, C, ReactJS
- Data & Reporting Tools: Microsoft Excel, PowerBI
- Technical Support Tools: JIRA, AWS, Azure Active Directory
- Process Improvement & Troubleshooting: Technical Support, Software Debugging, Data Analysis
- Cloud Computing: AWS, AWS IAM, Azure
Certification
- AWS IAM ,Coursera - 2023.
- Technical Support Certificate Coursera - 2021
- Data Analysis Certificate Coursera - 2022
- AWS Machine learning Foundations, Udacity - 2021
- Introduction to Cloud Computing, Udacity - 2020
CORE COMPETENCIES
- Customer Success Management
- Technical Support & Troubleshooting
- Data Analysis & Reporting
- Process Improvement & Automation
- Cross-Functional Collaboration
- Software Implementation & Integration
- Project & Program Coordination
- Business & Risk Analysis
- SaaS & Cloud Technologies
- Stakeholder Communication
Timeline
Technical Support Specialist - Cogeco
12.2023 - Current
Technical Support Representative - Johnsons Controls
04.2023 - 12.2023
Strategy Analyst - Hugo Technologies
02.2021 - 12.2022
Software Developer / Technical Support Engineer - Lenilabs
10.2018 - 12.2020
- AWS IAM ,Coursera - 2023.
- Technical Support Certificate Coursera - 2021
- Data Analysis Certificate Coursera - 2022
- AWS Machine learning Foundations, Udacity - 2021
- Introduction to Cloud Computing, Udacity - 2020
Centennial College - Associate of Science, Software Engineering Technician
University of Lagos - Bachelor of Science, Zoology
Accomplishments
- Recipient of individual and departmental awards for providing stellar client service.
- Completed intensive training in database fundamentals and software engineering.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Endorsements in software development and mobile applications.
- Resolved product issue through consumer testing.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementCompany CultureSoftware
Jira
Salesforce
Workday
SQL
Zendesk
AWS
IAM
Python
MS Office
JavaScript
Python
Java
Languages
English
Native language
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