Technical Support Engineer
Resolves issues of global customer base of Microsoft 365 products and services (Microsoft Teams, Exchange Online, Outlook, Sharepoint, OneDrive, billing and commerce, licensing, Azure etc.) via email, phone or remote sessions. Updates knowledge base articles with working resolution steps. Set customer expectations and keeps customers on the loop about escalated cases. Reroute misrouted support requests. Takes customer experience satisfaction survey. Update check in list to manager for trainings to aid work efficiency and better performance. Mentor level one Technical Support Engineers till they get on to level two. Ensure throughput of five support requests taken in a day and five support requests closed in a day too.
Education / Certificates
Computer Science | Michael Okpara University Of Agriculture Umudike
2010 | 2016
Employment History
Technical Support Engineer - Microsoft 365 Concierge Ambassador | Tek Experts
September, 2020 - Till Date
O365 Support Officer | Baraht Holdings
March, 2017 - July, 2020