Afolabi Olaoluwa

Elijah Olaoluwa Afolabi is an experienced Customer and Technical Support Specialist, skilled at delivering a first-class service experience to end users, businesses, and vendors in the FinTech industry. Possessing an in-depth knowledge of ERPs and payment systems (e.g. D365 Finance & Operations implementations and support).

Technically sound and passionate about customer success, helping people create value, and optimizing processes. A critical thinker, self-motivated, strategist, and enthusiast, poised at attaining the FULL potential of life.

Continually seeking opportunities in a fast-paced working community and organizations, filled with great minds.

Technical Lead – D365 Finance and Operations support. May 2022 – Till Date
• Providing product functional consultancy and training to customers and support agents.
• supervising frontline engineers to ensure quality troubleshooting procedures are followed.
• Prioritizing tasks and setting service level agreements on incidents and requests raised by 
customers.
• Ensuring quality documentation of product’s use cases and client’s business process 
implementation scenarios.
• Reviewing bug reports to ensure quality before escalation to the engineering team.
• Tracking of supports agents' KPIs and ensuring top quality service delivery standards are 
met.
• Analyzing current operational processes and methodologies, to identify blockers and 
process optimization opportunities.
• Interacting with Premier customers to identify their interests and needs to maximize 
production capabilities and feature requests.
• Inspiring, engaging, and collaborating with support agents to solve questions, and help
them learn and grow with our products.
Technical support Engineer Level II. December 2019 – May 2022
• Prompt communication with end-users (within SLAs) to mitigate incidents via email, 
phone calls, chats, and other approved internal tools.
• Providing technical support on D365 Finance & Operations to over 200 companies across 
Europe, the Middle East, Africa & the Americas.

Troubleshooting with SQL knowledge to query databases for investigation and 
resolution purposes.
• Performing User Acceptance Testing (UAT) operations for quality assurance purposes in 
preparation for go-live activities.
• Testing script cases, business processes, and solution development systematic 
operations.
• Identifying product bugs and escalating to the product engineering team for fix triaging.
• Troubleshooting codes, logs, call stack, and telemetry of users’ reported incidents to find
a pattern for root cause analysis (RCA).
• Training and leading module engineers for better performance and service delivery.
• Investigating endpoint issues with REST API knowledge.
• Well-versed in using virtual machines via Microsoft Azure and Life Cycle Services 
(LCS).
• Analyzing code-related issues using the Breakpoint method via visual studio.
• Documenting incidents, causes and resolutions provided.

Bachelor degree in Engineering.