Sarah Oguche Email & Phone Number

Kansas, United States

As an Application Support Engineer at Service Management Group, I provide first- and second-level operational and technical support, ensuring optimal application performance and reliability. My role is crucial in maintaining high standards of customer satisfaction and operational efficiency.Operational Support: Deliver operational and technical support to clients, enhancing application uptime and reliability. I resolve an average of 35 customer requests and issues daily, utilizing various techniques and tools to meet business requirements.Customer Satisfaction: Achieve a 95% customer satisfaction rate by troubleshooting and resolving technical issues through phone, email, and chat support. I coordinate remediation tasks with significant stakeholders, improving overall client experience and ensuring timely resolution.Issue Resolution: Create and maintain internal knowledge libraries and document client interactions in a service management tool. I suggest and implement enhancements to better support applications, contributing to a 30% reduction in resolution time.Training and Documentation: Conduct training sessions for end-users on software and hardware usage, and develop comprehensive documentation to support ongoing user education and support efficiency.Process Improvement: Research, advise, and implement automated tools to improve application service. My initiatives have led to a 15% increase in service efficiency and enhanced overall support quality.Stakeholder Coordination: Collaborate with various stakeholders to address and resolve complex issues promptly. My proactive approach and effective communication ensure a seamless and satisfactory resolution for clients.

Toronto, Ontario, Canada

Market Research: Conduct comprehensive market research to identify potential product opportunities and industry trends. I analyze competitor products and compile detailed reports to support strategic decision-making.Prototype Development: Assist in developing product prototypes using Figma and provide feedback through Loom recordings. My input helps refine product design and align it with market needs.Cross-Functional Collaboration: Collaborate with cross-functional teams to ensure alignment of product development with market requirements. My efforts facilitate effective product development and market fit.Data Analysis: Utilize data analysis tools to interpret market data and present findings to the product development team. My analysis aids in shaping product strategies and enhancing decision-making.

Lagos State, Nigeria

Diagnosed and resolved application issues, leading to a 40% reduction in incident resolution time.Implemented solutions that prevented recurring incidents, improving overall system reliability.Conducted testing and validation of software releases, ensuring a 99% compatibility rate across different environments.Provided training and support to end-users, which increased user self-sufficiency by 20%.Maintained a problems and solutions log, improving knowledge sharing among technical support analysts and reducing problem-solving time by 15%.

Lagos State, Nigeria

As an Application Support Engineer at Access Bank PLC, I led support efforts and ensured the stability and performance of systems.Customer Support: Provided advanced Tier 2 and Tier 3 technical support through phone, email, and chat. I diagnose and resolve complex technical issues related to hardware, software, and network systems.System Management: Performed regular system updates, patches, and backups to ensure security and stability. I monitor system performance and identify potential issues, implementing proactive solutions.Sales Support: Collaborated with the sales team to develop and provide tools, resources, and training. My support enhances the team's ability to effectively sell our products and services.Training and Development: Conducted training sessions and provide guidance to end-users on software and hardware usage. I gather customer feedback to enhance product functionality and improve user satisfaction.Issue Resolution: Utilized remote support tools to assist users and resolve issues efficiently. I escalate unresolved issues to higher-level support or engineering teams as necessary.

Lagos State, Nigeria

Customer relationship management Customer complaint and dispute resolution Customer service

Postgraduate Degree, Cloud Data Management

Bachelor Of Science (Bsc. ), Computer Science, Information System