Open to opportunities

Morgan Daniel

@morgandaniel

Message

Client-focused IT support professional delivering reliable service management and SaaS onboarding.

Nigeria

Message

What I'm looking for

I am seeking a client-facing IT support or service management role where I can drive SaaS adoption, resolve technical issues efficiently, and contribute to improved SLAs and customer satisfaction.

I am a client-focused IT support and service management professional with over four years of experience delivering dependable remote and on-site support.

I have managed order processing, service provisioning, troubleshooting, and quality assurance while acting as a critical link between customers and technical teams to ensure SLA-aligned outcomes.

My background includes SaaS onboarding, application testing, customer account management, and escalation workflows, with measurable KPI achievement and strong communication skills.

I emphasize empathy, attention to detail, and continuous improvement, driving adoption and satisfaction for retail and corporate solutions while supporting cross-functional collaboration.

Experience

Work history, roles, and key accomplishments

Current

Service Management Executive

Current

Internet Solution Nigeria

Manage order processing, service provisioning and technical support to ensure timely internet activations and SLA adherence, escalating complex issues and improving service quality.

Order Management Troubleshooting Customer Support Escalation Management SLA Documentation

IT Support & SaaS Onboarding

Vittas International Limited

Sep 2022 - Aug 2024 (1 year 11 months)

Facilitated SaaS onboarding, account and workstation provisioning, tested and tracked application defects, and supported client adoption for POS, payroll and collections solutions.

Onboarding Application Testing Customer Support Reporting Upselling

IT Support — Help Desk

Spytrac Telematics Services

Jun 2021 - Aug 2022 (1 year 2 months)

Provided help-desk support and device configuration, managed tickets and escalations to meet SLAs, and achieved 85% of KPIs through timely remote and on-site assistance.

Help Desk Support Remote Support Ticketing Configuration SLA Management Customer Training KPI Tracking

Customer Support Officer

Smart Quicks Technologies Limited

May 2017 - Jun 2022 (5 years 1 month)

Handled customer inquiries, analyzed product malfunctions, updated internal databases, and processed orders and returns while escalating technical issues for resolution.

Customer Support Customer Escalation Data Entry Product Testing Order Processing Reporting Client Communication

Service Request Officer

Smiles Communications Limited

May 2013 - Dec 2014 (1 year 7 months)

Responded to customer inquiries across channels, maintained detailed records of interactions, and collaborated with internal teams to resolve escalations promptly.

Customer Service Record keeping Cross Functional Collaboration Communication