AnjolaFab

Heritage Bank PLC December 11, 2023 - June 3, 2024 ● Resolved internal IT issues across phone, email, and service desk systems. ● Administered Microsoft 365 and handled access control, permissions, and user onboarding. ● Ensured system stability through patch management and usage monitoring. ● Maintained accuracy in user data and access across business applications.

Afriex January 2, 2023 - October 13, 2023 ● Managed a 5-member team supporting over 1,000 users weekly through multiple support channels. ● Increased retention by 15% by improving customer onboarding and follow-up strategies. ● Interfaced with product and engineering to resolve bugs and improve user experience. ● Captured feedback and flagged usability issues, helping drive product iterations.

Afriex October 3, 2022 - December 30, 2022 ● Delivered Tier III support via email, phone, live chat, and social platforms. ● Handled technical escalations and helped maintain a 97% satisfaction rate. ● Flagged fraud trends and educated customers on platform security. ● Updated internal knowledge bases and led peer training sessions.

TekExperts December 6, 2021 - August 8, 2022 ● Resolved technical issues for Microsoft 365 customers globally across Exchange, Outlook, and security. ● Delivered remote support and documented issue resolution processes. ● Maintained SLA standards and ensured follow-through on critical tickets. ● Communicated technical fixes in plain language to diverse user groups.