Joy Okwah-Aina Email & Phone Number

Remote

Technical Support for the ERP software Business Central NAV, On-Prem and SaaS.Remote assistance for the Business Central ERP application users across the world in the NOAM region.Provide 2nd level support via email and phone calls to Microsoft’s Business Central Application’s users.Maintain Quality Delivery and customer-centric approach to drive incidents to resolution.Engage with Partner organizations and end users towards resolving any bottlenecks experienced with the SaaS application.Troubleshooting Production Environment performance issues, detecting long-running SQL queries, and returning the system to optimum performance.Escalate Production outages and Bugs across North America to DevOps and collaborate with them to get tenants back online.Ensured the integration of Office 365 applications through the Office Admin Center.Work as a team and responsible for meeting and exceeding customer satisfaction.

Nigeria

Lagos, Nigeria

Handled 10+ daily inbound calls while providing superior customer service to customers asit pertains to account support, billing, renewals.Website management and support.Effectively communicated using customer-friendly and appropriate language, to explaincustomer bills, payment issues and handled billing disputes consistent with Sandiz standards.Typed memos, correspondence, reports, and other documentation including follow-up lettersto customers to ensure their questions were addressed and to assure them of supportthroughout the life of their membership.Troubleshoot technical issues to resolution and/or escalate to supplier or partner organisations, as well as management, as required.Good knowledge of windows, Microsoft office 365 (Word, Excel, Power point) and ticketingsystem like Service desk.Support creation and implementation of service improvement initiatives of technology solutions.Monitor and ensure agreed service delivery indicator / metric targets are not compromised. Produce periodic reports for management review.Ensuring Reliability of Production Applications.

Nigeria

Train new teammates on the Sage 50 and Sage 200 application centering on the core usages of the system including but not limited to implementation, integrations to external Business applications, Upgrades, migrations and internal setups and daily business as usual usage.Understand and profile clients’ business needs and processes.Collate and analyze clients’ data to determine the best enterprise solution for them.Management and deployment of applications on Production.Collaborate with the technical in-house team and staff to ensure familiarity with software.Monitor the completion And Success Of the Software.Monitor and ensure agreed service delivery indicator / metric targets are not compromised. Produce periodic reports for management review.Produce Detailed Reports On The Efficacy Of the Software.Work as a team and responsible for meeting and exceeding customer satisfaction

Ogun, Nigeria

Bsc.Ed, Mathematics Education

Wassce