OZOEMENA KINGSLEY
Ontario,Canada
Summary
A versatile professional with expertise in technical support, ASP web development, and customer service. Proficient in troubleshooting technical issues using tools like Help Desk software (Zendesk, JIRA) and remote assistance tools. Experienced in ASP.NET web development, utilizing technologies such as SQL Server, HTML, CSS, JavaScript, and Visual Studio to design and maintain dynamic web applications. Skilled in managing customer inquiries and delivering exceptional service through CRM platforms like Salesforce. Known for excellent communication, problem-solving abilities, and a customer-centric approach in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Software Technical Support / Customer Service Rep
scriptdotnet
01.2024 - 08.2024
- Provided technical support for customer inquiries through live chat, email, and phone, ensuring prompt resolution and customer satisfaction
- Developed and executed SQL queries to address data integrity issues and enhance database performance
- Monitored and reported on system performance metrics, helping to identify bottlenecks and improvements
- Assisted in implementing ITIL best practices to improve incident, problem, and change management processes
- Managed API integrations between various platforms, allowing data exchange between internal database and external services
- Utilized scripting languages (e.g., PowerShell) to automate routine technical support tasks and reduce response times.
Full-Stack Developer
Sterling Bank PLC
08.2019 - 07.2023
- Developed RESTFUL APIs for integration with the client system, ensuring smooth data exchange between front-end applications and back-end database
- Managed server configurations, optimizing hosting environments for ASP.NET applications to reduce downtime and enhance performance
- Collaborated with clients to customize software features based on specific business needs, enhancing user experience and functionality
- Implemented caching techniques and other optimization strategies to improve the speed and scalability of web applications
- Provided Tier 2 and Tier 3 technical support, resolving complex system issues that require in-depth investigation and coding fixes
- Conducted security assessments and implemented fixes to address vulnerabilities in the web applications, ensuring compliance with industry standards
- Developed client-side JavaScript components to enhance the interactivity and responsiveness of web applications
- Worked collaboratively with teams to promote central intake solutions to stakeholders and health service providers.
Technical Support Personnel
Fintrack Software Limited
06.2018 - 05.2019
- Developed over 100 test cases, actively involved in the quality assurance phase of the development software products
- Engaged in customer experience engagements, identifying user feedback, documenting areas of improvements which led to a significant increase in user satisfaction
- Data migration from source systems.
- Installed, configured, and supported various operating systems and hardware devices for internal teams, ensuring all systems ran efficiently.
- Conducted system audits to identify and fix potential security risks, improving the overall security posture of the organization.
- Provided remote desktop support, guiding users through troubleshooting steps for software installations, network connectivity, and system updates.
- Assisted with technical documentation efforts, detailing common troubleshooting procedures and system configurations for future reference.
- Implemented ticket prioritization strategies to improve response times for high-impact issues, reducing downtime for clients.
- Worked with the development team to beta test new software versions, providing feedback on usability and functionality.
- Resolved connectivity issues by troubleshooting network configurations and collaborating with network engineers for advanced issues.
Education
Diploma Software Support -
Mohawk College
ON, Canada12.2025
Bachelor of Engineering Degree, B. Eng. -
Akwa Ibom State University
Akwa Ibom State, Nigeria01.2017
Skills
- C-sharp
- SQL
- Microsoft Access
- Java script
- Data tools for ETL
- Metabase
- Grafana
- GCP
- Zendesk Management Studio
- Crystal Report
- Microsoft Office Suite
Timeline
Software Technical Support / Customer Service Rep
scriptdotnet
01.2024 - 08.2024
Full-Stack Developer
Sterling Bank PLC
08.2019 - 07.2023
Technical Support Personnel
Fintrack Software Limited
06.2018 - 05.2019
Diploma Software Support -
Mohawk College
Bachelor of Engineering Degree, B. Eng. -
Akwa Ibom State University
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