Customer Support & Issue Resolution
Providing timely and professional support to customers through email, chat, and ticketing systems while ensuring high satisfaction and SLA compliance.
Technical Support Specialist | Customer Support Operations | Cloud & DevOps Enthusiast
I am Christopher Sylvanus Ekong, a Technical Support and Customer Support Specialist with strong experience resolving user issues, managing support operations, and improving service workflows. I specialize in diagnosing technical problems, managing support tickets, and ensuring customers receive fast and effective solutions. In my previous support role, I handled over 400 support tickets weekly while maintaining 99% SLA compliance. I also improved response efficiency by implementing canned responses and structured workflows. Alongside my support experience, I have growing expertise in cloud infrastructure, DevOps practices, and automation. I work with AWS services, Terraform, and monitoring tools to better understand how modern SaaS platforms operate. My unique strength is combining deep customer support experience with technical knowledge, allowing me to bridge the gap between customers, support teams, and engineering teams.
Technical Support Expertise
Ticket & Case Management
Managing high-volume support queues using Freshdesk, Zendesk, HubSpot, and Intercom while maintaining strict SLA compliance, priortizing cases and maintaining efficient workflows
Technical Troubleshooting
Diagnosing and resolving user issues across SaaS platforms, identifying root causes, reproducing errors, and guiding users through effective solutions.
SAAS Product Support
Helping users understand platform features, resolving product usage issues, and collaborating with engineering teams to escalate complex technical problems.
Cloud & Infrastructure Awareness
Working knowledge of cloud technologies including AWS services, enabling better troubleshooting of modern web platforms and cloud-based systems.
Data Analysis & reporting
Using tools like Microsoft Excel and Power BI to analyze support metrics, track performance, and identify opportunities to improve support operations.
My Projects
Static Website Hosting
Built and deployed a responsive static portfolio website hosted securely on AWS S3 with HTTPS via CloudFront.
AWS Organization Setup
Configured an AWS Organization for multi-account management, consolidated billing, and security controls.
EC2 Launch & Scripting
Launched and configured EC2 instances, connected via MobaXterm, and automated tasks with shell scripts.
Infrastructure Automation
Used Terraform to automate infrastructure provisioning including EC2, S3 buckets, and networking components.
Tools & Technologies
Support Platforms
Freshdesk, Zendesk, HubSpot, Intercom
Cloud
AWS (EC2, S3, CloudFront, Route53, IAM)
DevOps
Terraform, CI/CD Concepts
Monitoring
Grafana, CloudWatch
Data & Reporting
Microsoft Excel, Power BI
Collaboration
Slack, Jira, ClickUp, Trello, Asana
Professional Experience
Operations Associate — Excelerate
Managed over 400 weekly support tickets while maintaining 99% SLA compliance. Improved response efficiency by creating canned responses and structured workflows. Developed internal SOPs that streamlined onboarding for new support agents.
Data Visualization Intern — Excelerate
Analyzed marketing performance data and created dashboards to support data-driven decision making. Recognized as a Star Performer.
Sales Agent — Winners Golden Chance Ventures
Managed customer relationships and increased repeat business by 25% while consistently exceeding sales targets.
Contact
Interested in working together? Send me a message below.