Open to opportunities

Alexander Nelson

@alexandernelson

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Microsoft certified technical support specialist with 6+ years of experience.

Nigeria

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What I'm looking for

I am looking for a role that values collaboration, offers growth opportunities, and allows me to leverage my technical skills to enhance customer satisfaction.

I am a Microsoft certified Technical and Client Support Specialist with over six years of experience in customer service and support, four years in tech sales and development, and five years specializing in Microsoft 365 customer support. My diverse skill set allows me to troubleshoot technical issues, provide tailored solutions, and enhance user satisfaction effectively.

With a solid background in tech sales, I possess a deep understanding of customer needs and can effectively communicate product benefits, increasing client retention and satisfaction. My expertise in Microsoft 365 support ensures I can address complex technical issues, offer proactive solutions, and guide customers through software deployment and usage. I excel in addressing technical challenges and collaborating with cross-functional teams, demonstrating exceptional communication abilities that foster efficient problem-solving and coordination among stakeholders.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Team Lead

Current

Bynet Semech

Dec 2021 - Present (3 years 5 months)

Led a customer support team, specializing as a subject matter expert and escalation resource. Assisted representatives with live support requests, managed escalated tickets, and ensured timely resolutions while documenting client issues and assessing support processes for improvements.

Customer Support Technical Troubleshooting Escalation Management Documentation Team Leadership Client Communication Process Improvement Vendor Management

Support Specialist Lead

Tek-Experts

Oct 2021 - Dec 2021 (2 months)

Provided assistance to users navigating software applications and troubleshooting issues. Collaborated with engineering teams to resolve technical problems and contributed to the creation and maintenance of support documentation.

User Support Technical Troubleshooting Documentation Team Collaboration Client Engagement Problem Solving Communication Skills

Client Support Specialist

Tek-Experts

Jun 2020 - Oct 2021 (1 year 4 months)

Engaged with retail locations to resolve data issues and provided exceptional client support. Maintained organization through proactive follow-ups and collaborated with technical support teams for complex issues.

Data Management Technical Troubleshooting Collaboration Customer Satisfaction

Sales Development Specialist

Technology Professionals Limited (Bryte)

Jan 2019 - Jun 2020 (1 year 5 months)

Identified and pre-approved qualified prospects while introducing company products. Collaborated with various teams to enhance sales strategies and ensured customer satisfaction through effective communication.

Sales Development Customer Engagement Market Analysis Team Collaboration Client Relationship Management Process Improvement Communication Skills

Education

Degrees, certifications, and relevant coursework

Yaba College of Technology

National Diploma, Biological Science

2012 - 2015

Studied Biological Science, focusing on the principles of biology, chemistry, and their applications in technology and health. Developed a strong foundation in scientific methods and research techniques.

Yaba College of Technology

National Diploma, Chemical Science

2009 - 2011

Pursued studies in Chemical Science, gaining knowledge in chemistry, laboratory techniques, and the application of chemical principles in various industries.