Nelson Nelson Email & Phone Number

Lagos, Nigeria

• Review support requests of over 70% aligned support engineers, provide action plan, take ownership of complex cases, and drive them to closure.
• Monitor the progress of all open tickets, prompting action on tickets that appear to be stalled, and archiving tickets that have been resolved satisfactorily.
• Impact discipline, Order, and consistency to the support process by ensuring that all tickets are resolved within the given SLA that has been established by the organization.
• Collaborate on cross-team and cross-product technical issues by working with colleagues from other teams as needed to resolve customer’s support request.
• Document technical work and research in a detailed and comprehensive manner and Scope customer issues and support boundaries by collecting the relevant facts.
• As the facilitator and coordinator of the entire end-user support process, I deliver advanced technical troubleshooting and solutions for corporate customers which can’t be fixed at Level 2, and expeditiously.

Lagos, Nigeria

• Implementation of office365 cloud solutions and Azure compute services such as Virtual Machines, Web services, Cloud services, mobile services etc.
• Directly support Office 365 and Azure customers by resolving critical and complex technical issues 24x7.
• Identify customer issues to specific Office365 services, Azure services or Azure platform; and being able to conduct in-depth diagnostics on said platform and services.
• Deep technical and product expertise and combine it with your understanding of customer’s needs to solve their complex business challenges.
• Resolve client incidents and requests in a timely and professional manner.

United States

• Create a well-informed cloud strategy and manage the adaption process.
• Regularly evaluate cloud applications, hardware, and software.
• Respond to technical issues in a professional and timely manner.
• Identify the top cloud architecture solutions to successfully meet the strategic needs of the company

Lagos, Nigeria

• Managed the organization computer networks, hardware and software: installation, configuration, troubleshooting and access rights issues.
• Supported and maintained desktops, laptops, and servers of 4 departments by ensuring security and upgrades were applied and kept up to date.
• Document and track over 75% customer’s qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems.
• Providing status updates to ongoing support inquiries and support team management and Security & Compliance Officers of customers in all areas of operations security.
• Responsible for the creation and publishing of relevant and high-quality contents of over 4 departments and analyzed and reported social media presence, engagement, and effectiveness on all platforms.
• Responsible for researching and executing intriguing and interactive content for the company and created monthly social media and content calendars to correlate with each other for best results.

Lagos

• Ensures production machines are maintained and operated according to established sanitary and housekeeping standards, to highest efficiency necessary.
• Record and track 50% of customer’s feedback and quantifiable assessment through phone calls, web surveys and emails.
• Supported team management and Security & Compliance Officers of customers in all areas of operations security.
• Conducts investigations on questionable/problematic batches and documents findings.
• Monitors and evaluates production equipment trial runs for product and equipment validation.
• Creates a weekly production schedule and represents the department in weekly Planning meetings.

Otta, Ogun State

• Operated and calibrated laboratory scales, analytical, and other support equipment as needed.
• Performed work under strict SOP's and government operating procedures.
• Assisted in general maintenance and upkeep of the lab including maintenance of the supplies.
• Performed and Participated in all phases of research including planning, preparation, calibration, application, evaluation, data analysis, maintenance and when necessary, appropriate disposal.
• Reported sound scientific conclusions based on data analysis, with the result and conclusions, generated impacting research plans and advancement decisions on the experimental materials.

Bachelor’S Degree, Biology/Biological Sciences, General, Upper Credit

Chemical Science, Chemical Technology/Technician, Upper Credit