Jacob Abraham

Resolved customer inquiries across multiple channels (phone, email, chat, ticketing systems), delivering first-level troubleshooting for hardware, software, and service-related issues.

Streamlined issue resolution by meticulously documenting interactions, adhering to workflows, and escalating complex cases to higher-tier support.

Improved ticket resolution times by guiding users through effective troubleshooting steps, ensuring timely issue closure and enhanced customer satisfaction.

Led a team in collecting, analyzing, and managing price data for various products, ensuring pricing strategies remained current with market trends.

Identified critical pricing trends, discrepancies, and opportunities for strategic price adjustments by leveraging advanced Excel analysis.

Exceeded conversion targets by proactively engaging clients to brand vehicles and update particulars, driving significant business growth and brand presence.

Provided timely and efficient customer support across diverse online channels (phone, email, Teams, Slack, live chat), resolving inquiries promptly.

Improved customer product adoption and satisfaction through comprehensive education on features, functionalities, and usage.

Resolved complex ERP application issues for EMEA clients across multiple channels (phone, email, chat), ensuring comprehensive problem diagnosis and resolution.

Collaborated effectively with cross-functional engineering and product development teams to address complex customer issues and identify recurring technical challenges.

Conducted in-depth software and hardware troubleshooting, utilizing targeted questioning to pinpoint root causes of client-reported problems.

Identified and escalated critical software bugs and feature requests, contributing to recurring issue resolution and system improvements.

Developed and delivered clear written and verbal instructions for ERP system installations and complex problem-solving, enhancing user self-sufficiency.

Managed the full lifecycle of IT hardware and software (Windows, Mac OS, network devices, printers), ensuring optimal performance and uptime for organizational assets.

Optimized logistics by prioritizing and tracking fleet locations across 6 geo-political zones in Nigeria using geo-fencing software, improving operational efficiency.

Ensured high availability of organizational laptops and desktops through proactive maintenance, software updates, hardware replacements, and comprehensive antivirus management.

Developed and maintained analytical repair and maintenance logs for fleets using Excel, providing data-driven insights for future operational planning.

Created engaging graphic content for social media and the company website, enhancing online presence and brand visibility.

Diagnosed and resolved complex technological problems, proactively identifying and implementing solutions to prevent recurring organizational issues.

Managed daily operations for over 50 field drivers, optimizing communication and ensuring efficient task completion.

Streamlined internal communications by managing the creation and replacement of Close User Group (CUG) lines for all staff.

Served as primary contact for preliminary investigation of wireless equipment issues in server rooms across multiple hub-sites.

Troubleshot and resolved link downtime issues for enterprise networks and base stations across 36 Nigerian states, minimizing service interruptions.

Achieved and maintained 98% uplink reliability for wireless connections across Airtel's enterprise network.

Generated and resolved support tickets, contributing to efficient issue tracking and resolution.

Ensured continuous enterprise network visibility and runtime through diligent monitoring using OWS and other network management software.