About
Highly skilled Cloud and Modern Workplace Support Engineer with expertise in Microsoft 365, Azure, Windows Server, and Active Directory. Specializes in optimizing secure, efficient digital environments, leveraging automation (PowerShell, Azure CLI) and data analysis (Power BI) to enhance collaboration, productivity, and system reliability. Proven ability to deliver dependable support, meet SLAs, and implement robust security practices, consistently improving operational efficiency and user satisfaction for scalable IT solutions.
Work
Microsoft - Tek Experts
|Cloud/Technical Support Engineer
Lagos, Lagos State, Nigeria
→
Summary
Spearheaded troubleshooting and resolution of complex technical issues across Azure services and Microsoft 365 environments, ensuring high-quality support and operational improvements.
Highlights
Drove operational improvements, reducing average response time by 32% and elevating customer satisfaction (CSAT) from 64% to 75% by efficiently managing high-priority client communications across diverse channels.
Managed and resolved 30+ complex technical support cases weekly within Microsoft 365 and Azure environments, consistently ensuring SLA compliance and delivering high-quality resolutions.
Achieved Azure Top Performer and 5-Star General recognition by delivering expert first-contact resolution for a global client base on diverse Azure issues, including billing, subscriptions, and technical navigation.
Leveraged specialized CRM tools and internal ticketing systems to manage case queues, consistently achieving high Customer Satisfaction (CSAT) and Quality Assurance (QA) scores through exceptional service delivery.
Provided high-quality technical support to global customers via phone, email, and remote sessions, utilizing log analysis, diagnostic outputs, and telemetry data to identify root causes and implement effective solutions.
Fidelity Bank PLC
|Direct Sales Executive/Customer Support
Lagos, Lagos State, Nigeria
→
Summary
Drove sales growth and managed high-volume customer interactions, leveraging strong communication and relationship management to achieve significant financial targets and client acquisition.
Highlights
Managed over 10,000 high-volume customer interactions, accurately documenting and resolving inquiries using CRM tools to maintain service excellence.
Maintained an average 98% Customer Satisfaction (CSAT) rate across 500+ monthly inquiries by implementing precise case notes and effective escalation protocols within the CRM system.
Cultivated strong stakeholder relationships, contributing to a 20% increase in customer retention through effective engagement strategies.
Consistently achieved annual sales targets of ₦30 Million across all four quarters, demonstrating strong performance in revenue generation.
Onboarded 350 new active individual and business accounts, significantly expanding the firm's client base.
Education
Kwara State University Malete
→
B.Sc
Computer Science
Courses
Applied Mathematics
Data Mining
Algorithmic and Data Structures
Software Engineering
Networking and Computer programming
Awards
Grant Beneficiary
Awarded By
Albert Baker Funds, USA.
Fully sponsored grant beneficiary for academic pursuits.
Languages
English
Skills
Cloud Technologies
Microsoft 365, Azure, Windows Server, Active Directory, Cloud Services, Azure AD Conditional Access, MFA.
Technical Support & Operations
Troubleshooting, Root Cause Analysis, SLA Compliance, Case Documentation, Escalation Management, CRM Tools, Ticketing Systems, Customer Satisfaction (CSAT), Quality Assurance (QA), Diagnostics, Log Analysis, Telemetry Data.
Automation & Data Analysis
PowerShell, Azure CLI, Power BI, Data Analysis, Reporting.
Sales & Business Development
Market Research, Business Growth Analysis, Client Acquisition, Stakeholder Management, Customer Retention.
Programming & Web Technologies
HTML, CSS, JAVASCRIPT LIBRARIES, FRAMEWORKS, PYTHON, UI DESIGN, Mobile Application Code Review.
Software & Tools
Microsoft Office Suite (Word, Excel, PowerPoint), Dynamics 365 Business Central, Zendesk Live Chat.
Soft Skills
Highly Motivated, Professionalism, Organized Team Player, Written Communication, Verbal Communication, Relationship Management, Internet User Proficiency, Web Programs Usability, User Experience Design, Research Methods, Customer Empathy, Patience, Time Management, Problem Solving, Multitasking.