Nicu Neg

I’m a technical support and customer operations professional with 4+ years of experience supporting customers across Okta, Verizon, and Comcast projects. I’ve progressed from frontline support to Tier 2, Team Leader, and Technical Account Manager, always focused on turning complex issues into clear resolutions.

I specialize in IAM and access management, with hands-on knowledge of SSO, SAML, MFA, and user lifecycle management. In my Okta work, I help customers with product questions, configuration guidance, and technical next steps, investigating issues and coordinating internally to move cases toward resolution.

Previously, I led and coached a remote team of 12 technical support agents in a high-volume environment. I monitored KPIs and SLAs, ran one-on-ones and team meetings, and built action plans to improve quality, customer satisfaction, and operational performance.

I’m also strong in escalations and structured troubleshooting, handling retention-sensitive situations while maintaining clear customer communication. I drive process improvement through consistent documentation, follow-up, and first-contact resolution—so customers get answers faster and teams work more effectively.