Professional Summary
Customer-focused support professional with 6+ years of experience resolving customer and account issues across email, chat, and ticketing platforms. Skilled at managing high-volume caseloads (14–40+ daily) while maintaining strong customer satisfaction, clear communication, and calm, solution-oriented service.
Experienced in onboarding support, access management, and translating technical issues into simple, reassuring guidance for end users.
Core Customer Support Skills
Ticket & Case Management
Full lifecycle: log, triage, resolve, follow-up via FreshService and JIRA Service Desk
Multi-Channel Communication
Email, chat, and remote support via TeamViewer
Account & Access Support
Password resets, permissions, onboarding/offboarding
SOP & Help Content
Creating documentation to reduce repeat queries
Troubleshooting
Calm, clear guidance for non-technical customers
Cross-Team Collaboration
Escalating and resolving complex issues with development teams
Technical Support Engineer (Tier 2) — Helium Health
Key Responsibilities
- Supported a global remote workforce, resolving account, access, and application issues via FreshService with 100% accurate logging and triaging
- Handled password resets, permissions, and email security requests across Google Workspace and Microsoft 365, ensuring fast, accurate turnaround for end users
Impact
- Maintained a sustained caseload of 14–40+ tickets daily while achieving high customer satisfaction scores
- Partnered with development teams during outages to communicate status updates and restore service quickly, minimizing customer impact
Cloud Customer Support — ABC of Cloud
Identity & Access Support
Provided identity and access support for users, managing authentication issues via Microsoft Entra ID.
Automation
Automated routine account-creation and user-management tasks with PowerShell, reducing manual turnaround time.
Technical Operations Analyst — Helium Health
New-Hire Onboarding
Managed new-hire onboarding, setting up email identities across Google Workspace, M365, and MxRoute so new employees could start work without delay.
Documentation & SOPs
Wrote clear troubleshooting documentation and SOPs, improving consistency of the support response for common customer issues.
System Monitoring
Monitored system stability and availability, proactively flagging issues before they impacted users.
Technical Support Analyst (Tier 2) — Helium Health
Incident Management
Managed the full incident lifecycle in JIRA Service Desk, following escalation paths to ensure timely resolution.
Training & Onboarding
Created 50+ product training and release videos, improving new-user onboarding efficiency by 30%.
Technical Deployment
Supported software deployments and issue resolution using Linux, Docker, and MySQL via WinSCP.
Certifications
Microsoft 365 Fundamentals (MS-900)
Jun 2025
IBM Cybersecurity Analyst
May 2025
Security, Compliance & Identity Fundamentals (SC-900)
Jun 2025
Oracle Cloud Infrastructure 2024 Foundations Associate
Mar 2025
Azure AI Fundamentals (AI-900)
Jun 2024
Windows Server Management and Security
May 2024
Google Workspace Administration: Management & Reporting
Nov 2023
System Administration and IT Infrastructure Services
Nov 2023
Solving Problems with Creative and Critical Thinking
Feb 2023
Collaborate Effectively for Professional Success
Feb 2023
ITIL Foundations Certification
Jul 2020
Google Technical Support Fundamentals
Dec 2020
Technical Proficiencies
Platforms
Microsoft 365 Admin Center, Google Workspace Admin Console, Azure Entra ID, Windows Server, Mac OS
Tools
Microsoft Intune, Docker, WinSCP, PowerShell
ITSM & Support
FreshService, JIRA Service Desk, TeamViewer
Security & Compliance
MFA & Conditional Access, ISO 27001 Compliance
Education
B.Sc. Business Administration & Management
University of Uyo
Celestina Udia