GitHub
2018–2022
BSc (Hons)
Software Engineering
The University of Bolton · 2:1
Interactive curriculum vitae
Leslie Asamoah
Tannor.
Enterprise Support Engineer × SaaS Support × UI/UX in progress
Enterprise Support Engineer with over three years of experience supporting ConnexAI/CXM SaaS environments across 1st-line and enterprise support. I combine calm incident ownership, SQL-led investigation, Linux troubleshooting, clear client communication, and a Software Engineering foundation with a growing UI/UX practice.
Professional experience
Support experience with evidence behind it.
Select a role to see responsibilities, achievements, and the tools used.
Enterprise Support EngineerConnexAI · September 2024–Present
Enterprise / 2nd-line position
I respond to user inquiries, incidents, and service requests, providing timely and accurate solutions for hardware, software, application, network, reporting, integration, and telephony-related issues. I act as the first point of contact for complex technical problems escalated from 1st-line support.
Troubleshooting and resolution
I analyse, diagnose, and resolve problems through a structured investigation using SQL, PostgreSQL, MySQL, Linux/SSH, platform evidence, admin tooling, and remote troubleshooting. Unresolved backend issues are escalated to infrastructure or development with clear reproduction steps and client impact.
Documentation and knowledge sharing
I maintain accurate ticket records, technical findings, solutions, and troubleshooting steps. I contribute to knowledge-base guidance, user documentation, and repeatable procedures that improve support quality and team efficiency.
- Own incidents from triage and evidence gathering through escalation, communication, and resolution.
- Investigate campaigns, queues, extensions, recordings, Asterisk/PJSIP, voice nodes, reporting, and data mapping.
- Work with JSON/JSONata, API and endpoint checks, HubSpot, Power Automate, and integration scenarios.
PostgreSQLMySQLLinux/SSHJSONataAPIsHubSpot
1st Line Support EngineerConnexAI · March 2023–October 2024
Supported clients by phone, email, live chat, and portal from initial triage through resolution or escalation. Monitored system health, maintained evidence-rich tickets, used remote sessions, and guided clients through fixes and Knowledge Base material.
- Captured screenshots, reproduction steps, and impact notes.
- Escalated complex backend issues with actionable evidence.
- Balanced technical accuracy with calm customer communication.
ZendeskRemote supportMonitoringKnowledge base
TraineeIT Career Switch · May 2022–March 2023
Completed structured technical-support and software-development training across operating systems, networking, troubleshooting, support processes, and practical problem solving.
Customer Service RepresentativeTesco · March 2018–March 2023
Delivered customer service in a high-volume environment and worked as a Step-up colleague supporting shift leadership, accuracy, standards, and day-to-day issue resolution.
Contact Centre AgentPMP Recruitment · August–December 2018
Supported Amazon recruitment activity by contacting applicants, providing clear location and interview guidance, and maintaining a professional contact-centre experience.
Graphic DesignerGlobe Communication · July 2015–October 2017
Designed logos, banners, and client-facing visual assets, building an early foundation in visual communication and translating feedback into finished work.
Skills explorer
Filter the technical toolkit.
Choose a category, then expand any skill for context.
Postman API
Endpoint validation, request testing, response inspection, and API-led troubleshooting.
PostgreSQL
Daily query validation, reporting investigation, data mapping, and evidence-led issue diagnosis.
MySQL
Data investigation and structured SQL checks used during technical support workflows.
Contact-centre platforms
ConnexAI/CXM, CNX1, dialler management, queues, campaigns, extensions, recordings, and voice investigations.
Linux / SSH
Remote investigation, service checks, log-led troubleshooting, SFTP/WinSCP, and pm2 awareness.
JSON / JSONata
Mapping, transformation checks, payload inspection, and integration troubleshooting.
HubSpot & Power Automate
Integration scenarios, endpoint checks, automation context, and clear escalation evidence.
Zendesk & ticket ownership
Incident triage, stakeholder updates, evidence capture, documentation, and resolution ownership.
JavaScript
Interactive web behaviour, debugging, and front-end implementation.
React
Component-led interface development and structured front-end learning.
Node.js
Full-stack JavaScript foundations and server-side application concepts.
MongoDB
Document data modelling and full-stack development foundations.
Python
Programming fundamentals, automation thinking, and technical problem solving.
HTML & CSS
Responsive, accessible page structure and visual implementation.
Education
Software foundations, applied practically.
BSc (Hons)
2014
City & Guilds Level 3
ICT Systems and Principles · Distinction
Certifications & development
Continuous learning across support and product work.
Introduction to Enterprise ComputingLeadership FoundationsReact.js: Building an InterfaceReact: CSS ModulesFull-Stack JavaScript: MongoDB, Node and ReactCurrent focus: UI/UX and platform operations
Evidence in the portfolio