Full Timeline
Experience
A complete record of professional roles, responsibilities, and achievements.
Work History
Technical Support Engineer
A global WordPress.com engineering company that delivers enterprise-grade web publishing and digital commerce solutions, helping organisations build, scale, and manage high-performance digital experiences.
- Troubleshoot and resolve complex WordPress.com issues across core, themes, plugins, performance bottlenecks, and server-level environments.
- Diagnose and resolve DNS, SSL, hosting, and server configuration issues across diverse infrastructure setups.
- Provide multi-channel client support through structured troubleshooting, consultative guidance, and educational walkthroughs.
- Document technical findings, resolutions, and repeatable workflows to improve team knowledge sharing.
- Participate in on-call rotations, ensuring timely resolution of high-priority production issues.
- Debug PHP, JavaScript, REST API, and database-related issues using WP-CLI, SSH, and Git-based workflows.
- Proactively identify recurring pain points and recommend process improvements and automation opportunities.
Nov 2025 - Present
Technical Support Engineer
A leading African integrated payments and digital commerce platform company.
- Provided seamless integration support for payment and bill payment services, assisting merchants with API-related issues and guiding them through live deployment on platforms like Quickteller, Paydirect, and Card Payments.
- Troubleshot transaction failures, authentication errors, and customer validation issues, maintaining a resolution success rate of 90% within established SLA timelines.
- Led a cross-functional support team of 3+ members to resolve high-priority API integration issues, resulting in a 40% improvement in ticket resolution time.
- Resolved complex API integration challenges, ensuring over 7,000 billers were accessible for services such as Quickteller, airtime/data top-up, Paydirect, Card Payments, and e-pin generation.
- Facilitated the onboarding of merchants for platforms like Quickteller Business, ensuring optimal use of features such as Web Checkout and Card Payments API.
- Contributed to a 50% reduction in escalations through proactive troubleshooting and efficient documentation of common integration challenges.
Oct 2024 - Jan 2026
Lead Integration Engineer
A full cycle software development company creating leading digital products.
- Designed, developed, and maintained robust APIs and interfaces facilitating seamless communication between mobile/web applications and backend systems for products serving 500k+ users.
- Designed support workflows using ClickUp that improved ticket triage speed by 50%.
- Created internal API documentation and Postman test suites to streamline onboarding and reduce recurring support requests by 30%.
- Ensured mobile applications met integration standards and requirements for multiple platforms on iOS and Android.
- Collaborated with cross-functional teams across engineering, quality assurance, and product management to comprehend and implement integration requirements.
- Created, documented, and standardised integration processes, procedures, and configurations.
Mar 2023 - Jul 2025
IT Support - End User (Intern)
A full-service national commercial bank with over 60 years of operations.
- Managed the automation of IT asset tracking, covering warranty information, refresh dates, and end-of-life data using advanced spreadsheet functionalities.
- Collaborated with the technical support team to reduce escalations and enhance overall user satisfaction by increasing the resolution rate of hardware and software issues.
- Assisted engineers in conducting surveys and installations, ensuring seamless deployment of IT solutions that streamlined processes and improved infrastructure efficiency.
- Recorded all customer contacts in the appropriate ITSM tool.
- Ensured new equipment such as laptops and mobile phones were deployment-ready prior to release.
Jul 2022 - Feb 2023
Education
Bachelor of Business Administration (BBA)
Business Analytics
Nexford University, Washington, DCGPA: 3.58
Feb 2023
Associate of Arts and Sciences (AAS)
Business Administration and Management
Nexford University, Washington, DC
Nov 2022
Certifications
Business Intelligence & Data Analysis (BIDA)
BIDA
Oct 2023
Machine Learning & Predictive Analytics
Nexford University
Jan 2023
Project Management
Nexford University
Feb 2023
Data Analytics Foundations
LinkedIn Learning
Mar 2023
Advanced Google Analytics 4
Aug 2022
Digital Marketing
2020-2022
Leadership & Teams
2020-2022
Certified Talent Manager
2020-2022
Volunteer
Peer-to-Peer Mentoring
Nexford University
- Guided students academically and provided career support.
- Shared study resources and explained complex concepts to improve learning outcomes.
Nov 2022 - Feb 2023