Chidubem Chuba-Nwene
@chidubemchuba-nwene
Senior Technical Support Specialist focused on SaaS, CRM, and IT operations.
CanadaWhat I'm looking for
I am a customer-focused Senior Technical Support Specialist with 3+ years supporting SaaS platforms, CRM systems, and enterprise environments, with hands-on experience in Tier 1–2 support, incident management, and escalation handling. I consistently troubleshoot complex issues independently, meet SLA targets, and improve resolution consistency through clear documentation and cross-team collaboration.
I have implemented CRM workflow optimizations that reduced average ticket resolution time by 20% and supported multi-site Windows 11 and Intune migrations to ensure smooth user transitions. I mentor junior analysts, author knowledge-base content, and leverage tools such as Zendesk, ServiceNow, SQL fundamentals, Microsoft Azure, and Exchange to deliver reliable, customer-facing technical solutions.
Experience
Work history, roles, and key accomplishments
IT Solutions Deployment Specialist
Centrilogic
Mar 2025 - Apr 2025 (1 month)
Supported enterprise SaaS and endpoint deployments, performing system reimaging, secure migrations, and post-deployment support to minimize downtime and ensure smooth adoption.
IT Operations Analyst
Sigma Workforce
Jul 2024 - Apr 2025 (9 months)
Provided Tier 1–2 technical support for SaaS and CRM platforms, resolving complex customer issues through Zendesk and ServiceNow while meeting SLA targets and improving resolution consistency.
IT Support / Operations Analyst
Clean Technology Hub
Jun 2022 - May 2023 (11 months)
Delivered Tier 1–2 support for SaaS and enterprise systems, handling CRM tickets, supporting Exchange and Citrix VDI environments, and training junior staff to reduce average ticket resolution time.
Education
Degrees, certifications, and relevant coursework
CUCovenant University
Bachelor of Engineering, Computer Engineering
Bachelor of Engineering in Computer Engineering focused on core computer engineering principles and practical system design.
MCMohawk College
Post-Graduate Certificate, Cyber Security Analytics
Post-Graduate Certificate in Cyber Security Analytics with coursework in cybersecurity fundamentals and analytics techniques.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
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