Open to opportunities

Tochwukwu Chikezie

@tochwukwuchikezie

Message

Technical Support Specialist with 3+ years in SaaS and fintech.

Nigeria

Message

What I'm looking for

I am looking for a role that fosters collaboration, encourages growth, and values innovative problem-solving.

I am a Technical Support Specialist with over three years of experience in providing exceptional support for SaaS and platform products across fintech, ed-tech, and gaming sectors. My expertise lies in L1/L2 support, bug triage, and collaborating with cross-functional teams to resolve complex user issues efficiently. I have a proven track record of maintaining a high issue resolution rate and translating developer feedback into actionable insights.

Throughout my career, I have successfully delivered technical support for financial APIs, optimized backend processes, and introduced automated testing to enhance product reliability. My passion for gaming and the creator economy drives my commitment to supporting creators and educators, ensuring they have the tools and knowledge to succeed. I pride myself on my clear communication skills, structured problem-solving approach, and ability to thrive in fast-paced, remote environments.

Experience

Work history, roles, and key accomplishments

Current

Backend Engineer

Current

Stanbic IBTC Bank (Zest)

Jul 2024 - Present (11 months)

Delivered L2 technical support for financial APIs and platform services, maintaining a 98% issue resolution rate within SLA. Investigated and triaged backend integration issues, resolving 80% without escalation.

L2 Technical Support SLA Management Backend Jira RabbitMQ Docker

MERN Developer

Shyntech

Jul 2023 - Present (1 year 11 months)

Led a team of 3 developers supporting SaaS apps in gaming and ed-tech domains. Provided internal and external technical support, triaged issues, and managed ticket pipelines.

SaaS Support Gaming Technical Support Ticketing Automated Testing

Tech Support

Chrisland University

Dec 2022 - Present (2 years 6 months)

Delivered L1/L2 support for students and faculty across academic and backend platforms. Maintained a 92% satisfaction score and resolved 95% of issues without external escalation.

Backend Help Center Content User Training Ticketing Systems

Cyber-Security Intern

United Bank for Africa

Mar 2021 - Present (4 years 3 months)

Supported the SOC team in threat monitoring, using log analysis and ticketing tools to assist in incident response. Documented findings and assisted with implementation of preventive measures for known vulnerabilities.

Log Analysis Ticketing Incident Response Vulnerability Management Documentation

Technical Specialist/Tutor

Cdoz Dominion Computers

Jan 2017 - Present (8 years 5 months)

Delivered tech tutoring on computer basics, programming, and internet literacy to over 50 clients. Provided basic tech support and troubleshooting for local businesses, including setup of LAN networks.

Tech Tutoring Programming Computer Literacy Technical Support Troubleshooting

Education

Degrees, certifications, and relevant coursework

Babcock University

BSc. Computer Science, Computer Science

Grade: First Class Honours, 4.52/5.0

Activities and societies: Active Member – Babcock University Computer Club (BUCC), Assistant Class Representative – Computer Science, Sub-Head IT Department – Babcock Finance Society, Former Member – Babcock Finance Society

Achieved First Class Honours with a GPA of 4.52/5.0. Studied core computer science principles and practices.