David I.
Mid-Level IT Support and Customer Success Specialist
Open to offersNew to PlatformAbout
David I. is a customer-focused professional with over five years of experience in IT support and customer success. Currently a Customer Success Account Manager at TeKnowledge, he leads the Major Incident Response Plan, analyzing security threats to safeguard clients, and utilizing Power BI to deliver actionable customer insights. With expertise in Salesforce, Zendesk, and ServiceNow, he has a proven track record of managing client relationships and enhancing business productivity for Microsoft enterprise customers. Previously, David served as an IT Support Officer at Egotron Technology, providing tiered support to over 50 users monthly and achieving high resolution rates. He holds an HND in Electrical Electronic Engineering and is certified as a Cisco Network Associate, continually expanding his knowledge in cloud technologies and Microsoft 365. His technical proficiency includes operating systems, networking fundamentals, and crafting support documentation to enhance service efficiency.
Experience
Customer Success Account Manager
TeKnowledge · 2023 — PresentConducted reviews for Customer Success Delivery to enhance productivity for both Microsoft S500 and non-S500 customers, providing actionable recommendations to improve operations. Led the Major Incident Response Plan (MIRP) service by analyzing security threats and initiating response strategies to safeguard Microsoft customers. Utilized Customer Insights through data analysis on Power BI to deliver detailed revenue insights and assess business risks for customers.IT Support Officer
Egotron Technology Limited · 2017 — 2018Provided tiered IT support to over 50 users each month, maintaining a high resolution rate for hardware, software, and access issues. Addressed technical complaints from customers, resulting in an increase in user satisfaction. Worked collaboratively with internal teams to enhance service delivery and create troubleshooting documentation.IT Support Officer
Siperco Nigeria Limited · 2016 — 2017Resolved more than 200 technical issues, contributing to a significant client retention rate. Offered training and created technical documentation for end-users, which reduced the volume of repetitive support tickets. Assisted in system upgrades to boost overall operational efficiency.Student Industrial Work Experience Scheme (SIWES)
Government Science and Technical College · 2015 — 2015Conducted technical training sessions for students, enhancing their proficiency with Windows and Ubuntu systems. Organized customer training sessions to improve understanding of services and fostered collaboration among students to develop their technical skills.
Skills & Expertise
Education
- HND, Electrical Electronic EngineeringD.S Adegbenro ICT Polytechnic, Itori Ewekoro, Ogun State · — — 2021
- Diploma, Computer EngineeringD.S Adegbenro ICT Polytechnic, Itori Ewekoro, Ogun State · — — 2016
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