Open to opportunities

Maxwell Eguavoen

@maxwelleguavoen

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Seasoned Technical Support Engineer with a passion for problem-solving.

Canada

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What I'm looking for

I am looking for a role that fosters collaboration, encourages continuous learning, and offers opportunities for career growth.

I am a seasoned Technical Support Engineer with over 3 years of experience in fast-paced SaaS and telecom environments. My expertise lies in diagnosing complex issues involving JSON payloads, SQL queries, APIs, webhooks, and log files. I pride myself on my ability to communicate clearly and empathetically, ensuring that I adapt my communication style to match each customer's technical comfort level. This approach has helped me achieve a top-5% CSAT score in my current role.

Throughout my career, I have collaborated closely with Product and R&D teams to drive bug resolution and inform product roadmaps. My experience includes serving as the primary IT helpdesk contact for remote staff, resolving over 80 ticket requests per week, and maintaining a 95% first-contact resolution rate. I am passionate about continuous learning and am always eager to embrace new technologies that can enhance my skill set and improve customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Technical Customer Support Representative

Current

Foundever | Rogers

Jul 2022 - Present (2 years 11 months)

Served as the primary IT helpdesk contact for remote staff, resolving 80+ ticket requests per week spanning software installs, VPN issues, and device troubleshooting. Troubleshoot connectivity and mobile‑app issues for 80+ Rogers customers per shift via Zendesk and in‑app diagnostics.

Zendesk VPN TCP IP DNS Jira Customer Service Troubleshooting Technical Support IT Helpdesk Installation

Field Sales Associate

Kognitive Sales Solutions | Canadian Tire

May 2022 - Present (3 years 1 month)

Executed responsibilities as a Field Sales Associate, specializing in selling Canadian Tire credit cards. Successfully met sales targets through effective communication and persuasion techniques.

Sales Customer Service Communication Persuasion Interpersonal Skills Relationship Building Sales Targets

IT Support

Guavic

Apr 2019 - Present (6 years 2 months)

Provided remote support via Freshdesk for web and cloud applications hosted on AWS; maintained 95% first‑contact resolution. Front‑line resolver for high‑priority enterprise accounts, averaging 80+ tickets per week via Zendesk and Salesforce.

Freshdesk AWS Zendesk Salesforce JSON SQL Jira Webhooks Notion

Education

Degrees, certifications, and relevant coursework

Conestoga College

Post Graduate Certificate, Computer Applications Development

Completed a post-graduate program focusing on computer applications development. Gained expertise in various aspects of software development and application design.

Conestoga College

Diploma, Web Development and Internet Applications

Studied web development and internet applications, acquiring skills in front-end and back-end technologies. Developed a strong understanding of internet-based systems and their applications.

University of Benin

Bachelor's Degree, Industrial Physics

Pursued a Bachelor's degree in Industrial Physics, gaining a foundational understanding of physics principles and their industrial applications. Developed analytical and problem-solving skills.