Looking for a job

Oluwatosin Afolabi

@oluwatosinafolabi1

Technical Lead at Teknowledge Nigeria Ltd, leading CRM support for 5,000+ users while maintaining 98% SLA compliance.

At Teknowledge Nigeria Ltd, I lead a team of Technical Support Engineers providing enterprise CRM support to more than 5,000 end users. We improved first-contact resolution by 85% while maintaining 98% SLA compliance.

I also directed the resolution of high-priority incidents and worked with product, engineering, and operations teams to reduce average resolution time by 75%. Standardized troubleshooting workflows and knowledge base documentation helped reduce repeat incidents by 50%.

Previously, as a Technical Support Engineer at Teknowledge Nigeria Ltd, I handled enterprise CRM cases and partnered with development teams on recurring issues. Those corrective actions reduced recurring incidents by 60%, while my documentation improved team efficiency.

Earlier, I supported IT operations at iClass Software Company Limited and worked as a Database Support Intern at Finconnekt Nigeria Ltd, where I supported Microsoft SQL Server databases and executed queries for reporting and troubleshooting.

Experience

Work history, roles, and key accomplishments

Current

Technical Lead

Current

Teknowledge Nigeria Ltd

Jan 2026 - Present (9 months)

Lead a team of 10+ Technical Support Engineers delivering enterprise CRM application support to 5,000+ end users, improving first-contact resolution by 85% while maintaining 98% SLA compliance. Directed resolution of 300+ high-priority technical incidents monthly, reducing average incident resolution time by 75%.

CRM Technical Support Team Leadership Incident Management SLA Compliance Process Improvement Knowledge Management Mentorship

Technical Support Engineer (CRM & Customer Success)

Teknowledge Nigeria Ltd

Jan 2023 - Jan 2026 (3 years)

Delivered remote technical support for enterprise CRM applications, resolving an average of 60–80 customer cases weekly while maintaining a 95%+ first-response SLA. Diagnosed and resolved complex software issues, closing over 2,500 technical support tickets annually with a 90%+ first-contact resolution rate.

CRM Technical Support Customer Success Troubleshooting Root Cause Analysis Documentation Knowledge Base SQL

IT Support Specialist

iClass Software Company Limited

Sep 2021 - Feb 2022 (5 months)

Installed, configured, and maintained 100+ desktop computers, laptops, printers, scanners, and network devices, ensuring 99% system availability. Responded to and resolved an average of 25+ IT support requests weekly, achieving 95% first-time resolution.

IT Support Hardware Networking Troubleshooting Preventive Maintenance Software Installation User Onboarding

Office Administrator & Sales Operations Coordinator

Berliac Engineering Co. Ltd

Sep 2020 - Feb 2021 (5 months)

Managed daily administrative operations, customer documentation, and office workflows, maintaining 100% accuracy in operational records. Processed and reconciled 200+ customer invoices, receipts, and purchase transactions, ensuring timely billing and accurate financial documentation.

Administration Sales Operations Customer Relationship Management Invoicing Data Analysis Order Fulfilment

Database Support Intern (Industrial Training)

Finconnekt Nigeria Ltd

May 2016 - Oct 2017 (1 year 5 months)

Supported the administration and maintenance of multiple Microsoft SQL Server databases, ensuring 99% database availability through proactive monitoring and performance optimization. Executed SQL queries for data extraction, validation, reporting, and troubleshooting.

Microsoft SQL Server Database Administration SQL Data Extraction Backup And Recovery Performance Optimization