LORRAINE IGWE

I’m a Technical Support Specialist with 3+ years supporting SaaS and IT environments, with a focus on network-layer troubleshooting. I resolve connectivity and system configuration issues by applying TCP/IP, DNS resolution, DHCP allocation, and VPN connectivity troubleshooting.

In my current role, I diagnose authentication, connectivity, and device synchronization problems across Windows, macOS, and mobile platforms. I perform root cause analysis that reduces repeat incidents by 15–20%, improves first-contact resolution by 20%, and lowers average resolution cycles by ~25% through clear reproduction steps and impact analysis.

I manage high-volume support queues (40–60 tickets weekly) while maintaining 95%+ SLA compliance. I handle incident management end-to-end, including escalation handling and collaboration with engineering teams to resolve system-level faults and optimize support workflows.

I’ve also delivered customer support as a Customer Support Representative, resolving account, order, and basic technical issues with 85–90% first-contact resolution using Zendesk. I supported onboarding, reduced repeat inquiries by 15–20% through knowledge base documentation, and used workflow improvements to increase team efficiency by 10%.