Summary
Overview
Work History
Education
Skills
Accomplishments
References
Software
Work Availability
Websites
Timeline
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William Ohia

Technical support advisor
Hamilton,Ontario

Summary

Dynamic Technical Support Representative with a track record of enhancing customer satisfaction at Foundever. Demonstrates proficiency in SQL and expertise in Intercom, utilizing strong analytical skills to efficiently resolve complex technical issues. Acknowledged for improving service delivery and promoting a collaborative team culture.

Overview

5
5
years of professional experience

Work History

Technical Support Representative

Foundever
Hamilton, Ontario
11.2024 - Current
  • Provided exceptional support to a diverse customer base, including enterprise clients, ensuring a high level of customer satisfaction.
  • Developed a deep understanding of customer workflows and processes to effectively troubleshoot and implement solutions.
  • Engaged with customers to gather feedback and identify areas for improvement in service delivery.
  • Assisted in the training of new team members, sharing best practices, and fostering a collaborative team environment.
  • Developed system documentation, user manuals, FAQs, troubleshooting guides.
  • Assisted customers with installation of new hardware and software applications.

Technical Support Representative

Concentrix Technologies
Hamilton, Ontario
02.2023 - 10.2024
  • Serve as the first point of contact for customer inquiries, providing timely and empathetic support via email and phone.
  • Take ownership of technical support issues, utilizing tools such as Intercom to resolve problems and understand underlying causes.
  • Collaborate with support leadership to manage escalations, and participate in on-call emergency rotations.
  • Diagnose issues and identify appropriate solutions, ensuring adherence to service level agreements (SLAs), and customer satisfaction (CSAT) goals.
  • Report and communicate bugs using Jira, working closely with cross-functional teams to facilitate resolution.
  • Contribute to the customer-facing help center by creating and updating support articles, in collaboration with the Knowledge team.

Help Desk Technician

Alorica
Hamilton, Ontario
06.2020 - 12.2022
  • Analyzed system logs to detect potential issues with computer systems.
  • Performed troubleshooting to diagnose and resolve technical issues.
  • Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Managed user accounts including passwords resets, account creation and deletion.
  • Responded promptly to customer inquiries via phone or email.
  • Collaborated with IT team members to identify system requirements and resolve problems.

Education

Associate of Applied Science - Software Engineering

Mohawk College of Applied Arts And Technology
Hamilton, None
06-2023

Skills

  • Proficient in SQL and debugging web applications
  • Experience with Intercom, Jira, and Datadog
  • Strong analytical mindset, with attention to detail
  • Familiarity with webhooks and API integrations
  • Technical troubleshooting
  • Bug reporting
  • Time management
  • Customer support
  • Installation support

Accomplishments

  • I won incentives prices like bonuses, swagg merchandise for being one of the best Technical support advisors

References

References available upon request.

Software

Java

Python

C#

SQL

AWS

Linux bash scripting

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Technical Support Representative

Foundever
11.2024 - Current

Technical Support Representative

Concentrix Technologies
02.2023 - 10.2024

Help Desk Technician

Alorica
06.2020 - 12.2022

Associate of Applied Science - Software Engineering

Mohawk College of Applied Arts And Technology

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William OhiaTechnical support advisor