Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Sope Akinyemi

Hamilton

Summary

Customer-focused Technical Support professional with over 4 years of experience in SaaS, AI, and eCommerce platforms. Strong foundation in troubleshooting complex technical issues, API and SSO integration, and data-driven decision making. Combines deep platform knowledge with stakeholder alignment, using SQL, Splunk, and business analysis skills to deliver impactful solutions. Proven success acting as a bridge between technical teams and client goals, improving performance, adoption, and long-term platform value.

Overview

5
5
years of professional experience

Work History

Tier 3 Tech Support

Accenture
04.2024 - Current
  • Deliver technical support to enterprise clients using SaaS-based AI and eCommerce platforms, meeting strict SLAs.
  • Troubleshoot API, SSO (OAuth, SAML, SCIM), and integration issues using SQL, Splunk, and browser developer tools.
  • Analyze data to detect patterns and system inefficiencies; support proactive improvements to platform stability.
  • Document technical requirements and platform workflows to streamline onboarding and client enablement.
  • Collaborate with Engineering, Product, and Customer Success teams to align features with client objectives.
  • Serve as a technical advisor, translating business goals into feasible technical solutions.

IT Support Representative

TTEC (TeleTech)
06.2022 - 09.2022
  • Provided remote technical support, resolving software and network issues with a 25% reduction in downtime.
  • Logged and tracked issues in JIRA, enhancing knowledge base and reducing repeat ticket volume.
  • Developed user guides and conducted training sessions to improve self-service adoption.
  • Collaborated with cross-functional IT teams and vendors to implement system updates.

Customer Service Representative

Concentrix
07.2020 - 04.2021
  • Assisted customers with technical and account inquiries, achieving a 95% satisfaction rate.
  • Identified user pain points and relayed feedback to product teams, boosting app adoption by 10%.
  • Managed escalations calmly, de-escalating issues and ensuring positive customer experiences.

Education

Computer Systems Technology - Software Development

Mohawk College
Hamilton, ON
01.2023

Skills

  • Business Analysis: Requirements gathering, process mapping, gap analysis, and stakeholder communication
  • Technical Support: SLA management, API/SSO integration, escalation handling, performance monitoring
  • Data Analysis: SQL, Splunk, JSON, data visualization, KPI reporting
  • Cross-Functional Collaboration: Liaison between Engineering, Product, and Customer Success teams
  • Communication: Technical documentation, executive presentations, end-user training

Languages

English
Full Professional

Timeline

Tier 3 Tech Support

Accenture
04.2024 - Current

IT Support Representative

TTEC (TeleTech)
06.2022 - 09.2022

Customer Service Representative

Concentrix
07.2020 - 04.2021

Computer Systems Technology - Software Development

Mohawk College

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Sope Akinyemi