Aliyu Abdullahi

I’m a Customer Service Representative and Technical Support Specialist with 1+ years of experience resolving complex customer issues across phone, email, and live chat. With a Bachelor of Science in Telecommunication Science, I combine customer-facing communication with deep knowledge of network infrastructure. I’ve used Zendesk and Salesforce to improve first-contact resolution rates by 20%+ through structured internal troubleshooting guides adopted team-wide.

In my roles at Galaxy Backbone (NOC) and Huawei Technologies, I managed high-volume support queues (50+ tickets daily) while diagnosing network connectivity problems, service outages, and technical disruptions. I logged, categorized, and tracked interactions with 100% documentation accuracy, coordinated with NOC engineers to prioritize critical incidents, and reduced resolution time by streamlining communication protocols. I also supported enterprise onboarding, translated complex issues for non-technical stakeholders, and maintained 99%+ uptime through proactive monitoring and incident handling.