JEREMIAH PETER OKPOR

Spearheaded a team of 30+ Field Support Officers, overseeing technical operations and customer success for over 130,000 POS terminals and training 50+ engineers in advanced troubleshooting and service delivery.

Reduced Mean Time to Resolution (MTTR) by over 60%, from 8 hours to under 3 hours, by redesigning escalation and dispatch workflows, significantly improving customer issue resolution speed.

Achieved and maintained 98% SLA compliance and a 90%+ First-Time Fix Rate across 130,000+ POS terminals through proactive monitoring, structured troubleshooting, and service improvement initiatives.

Decreased terminal downtime by 35% by leveraging incident trends and support data to identify recurring issues, prioritize improvements, and implement effective preventative solutions.

Managed complex technical and operational escalations, coordinating cross-functional resolution with internal teams, partner banks, and vendors to address API, SWIFT, and payment system issues.

Developed and presented comprehensive operational performance reports, communicating service trends, risks, and improvement priorities to senior management and key external stakeholders.

Provides ongoing expert technical troubleshooting, system configuration, and software installation, ensuring high performance and reliability for diverse user needs.

Diagnoses and resolves recurring technical problems, implementing practical and sustainable corrective solutions to enhance system stability and user experience.

Delivered comprehensive remote and on-site technical support to POS and payment system users, expertly diagnosing and resolving complex hardware, software, and connectivity issues.

Managed critical customer issues through structured investigation and clear communication, coordinating technical resolution with cross-functional teams to minimize disruption.

Improved device availability and customer experience by meticulously maintaining service records and proactively identifying recurring technical problems.

Collaborated effectively with technical and operational stakeholders to manage repairs, replacements, upgrades, and escalations, ensuring timely and efficient service delivery.

Streamlined customer service operations by effectively managing service logs, tracking escalations, and maintaining accurate operational records.

Prepared detailed reports and provided critical support for service coordination, enhancing process efficiency and overall operational effectiveness.

Delivered comprehensive remote and on-site technical support to POS and payment system users, expertly diagnosing and resolving complex hardware, software, and connectivity issues.

Managed critical customer issues through structured investigation and clear communication, coordinating technical resolution with cross-functional teams to minimize disruption.

Improved device availability and customer experience by meticulously maintaining service records and proactively identifying recurring technical problems.

Collaborated effectively with technical and operational stakeholders to manage repairs, replacements, upgrades, and escalations, ensuring timely and efficient service delivery.

Resolved a wide range of hardware, software, and network incidents, providing essential helpdesk and user support to ensure seamless operations.

Improved user satisfaction by clearly communicating technical solutions and maintaining meticulous service documentation and records.