Alex Nelson Email & Phone Number

Lagos, Nigeria

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 escalating tickets that cannot be resolved at level 2 to the most appropriate source of support.

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.

Lagos, Lagos, Nigeria

● Developed and implemented a social media plan according to the goals of the brand. ● Responsible for the creation and publishing of relevant and high-quality contents. ● Analyzed and reported social media presence, engagement, and effectiveness on all platforms. ● Responsible for researching and executing intriguing and interactive content for the company. ● Created monthly social media and content calendars to correlate with each other for best results.

Lagos, Nigeria

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

Higher National Diploma, Biology/Biological Sciences, General

National Diploma, Biology/Biological Sciences, General