Open To Work
Ginika Gift Ugwu
6, Ajani Salawudeen street, Ikeja,Lagos - Nigeria
Summary
Technical Support Engineer specializing in enterprise-level support for Microsoft 365 and cloud-based technologies. Delivered effective troubleshooting for complex technical issues and managed user identities through Azure Active Directory, enhancing customer satisfaction and service delivery. Engaged in cybersecurity awareness initiatives, promoting online safety and digital security practices.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Cybersecurity Awareness Volunteer (Student)
MAKATOB IT Security
Lagos , Nigeria
08.2025 - Current
- Educated students and community members on safe digital practices through cybersecurity awareness initiatives, benefiting [Number] community members.
- Supported planning and delivery of [Number] workshops on phishing, password security, and online safety, increasing participant engagement by [%] and understanding.
- Contributed to outreach programs promoting responsible internet use and cybersecurity awareness, fostering a more informed community of [Number] individuals.
- Assisted in creating educational materials for social media campaigns to enhance outreach effectiveness.
- Pursued ongoing education in cybersecurity, including certifications and courses on emerging threats, demonstrating commitment to professional growth.
Microsoft 365 Proactive &Reactive Support Engineer
Upwork Freelance
Lagos , Nigeria
03.2024 - 04.2025
- Delivered remote technical support for Microsoft 365 users, diagnosing and resolving account, configuration, and subscription issues.
- Managed user identity, permissions, and access controls through Azure Active Directory to ensure secure system access.
- Resolved client incidents promptly, meeting service level agreements (SLAs) to maintain high client satisfaction.
- Delivered proactive training and guidance on Microsoft 365 best practices, empowering clients to maximize tool usage.
- Documented troubleshooting procedures and resolutions for knowledge sharing, driving service improvement initiatives.
Microsoft 365 Technical Support Engineer(Progress)
TeKnowledge (formerly Tek-Experts Nigeria)
Lagos , Nigeria
08.2019 - 02.2025
- Delivered end-to-end technical support for Microsoft 365 cloud services across consumer users, enterprise customers, and commerce environments.
- Diagnosed and resolved technical issues affecting Microsoft 365 applications including Exchange Online, Microsoft Teams, OneDrive, SharePoint, and Outlook.
- Provided guidance to end users and enterprise clients on account setup, application configuration, identity management, and service optimization.
- Resolved complex cases related to licensing, subscriptions, billing, and service availability, enhancing user experience and support effectiveness.
- Managed and tracked incidents through internal ticketing systems while ensuring timely resolution in line with service level agreements (SLAs).
- Collaborated with cross-functional global teams to escalate and resolve high-priority technical issues.
- Documented troubleshooting procedures, resolutions, and knowledge-base articles, streamlining support processes and improving team knowledge sharing.
- Educated users and business clients on Microsoft 365 features, best practices, and security awareness to enhance productivity and reduce recurring issues.
- Consistently met key performance metrics including customer satisfaction, response time, and case resolution targets.
- Transitioned through multiple Microsoft 365 support functions, delivering technical assistance to consumer users, enterprise clients, and commerce customers, ensuring high service quality and customer satisfaction.
Information & Communication Technology(ICT)Trainee
Cloud Exchange Technical School (CETS)
Lagos , Nigeria
09.2019 - 02.2020
- Completed intensive hands-on training in core Information and Communication Technology (ICT) disciplines including networking, cloud technologies, and IT service operations.
- Acquired foundational knowledge in network routing, switching, communication systems, and enterprise IT infrastructure to support IT operations.
- Trained on cloud virtualization technologies and the fundamentals of Software as a Service (SaaS) and Infrastructure as a Service (IaaS) security.
- Developed technical troubleshooting and problem-solving skills through real-world IT support scenarios, enhancing readiness for practical challenges.
- Gained practical exposure to contact centre technologies and customer support systems used in IT service environments.
- Strengthened professional competencies in presentation, communication, and customer service etiquette to improve service delivery effectiveness.
Administrative Assistant (Intern)
Nigerian Shippers’ Council
Lagos , Nigeria
05.2018 - 04.2019
- Provided administrative and operational support to departmental staff, ensuring efficient office operations.
- Coordinated meetings and schedules, facilitating effective internal communications across departments.
- Maintained accurate records and documentation, supporting organizational reports and correspondence.
- Assisted in preparing reports and presentations, contributing to clear and organized official documentation.
- Implemented an improved filing and record management system that enhanced document retrieval and organization.
Education
Higher National Diploma (HND) - Physics/Electronics
Federal Polytechnic Idah
Kogi , Nigeria 02.2015 - 12.2017
Ordinary National Diploma (OND) - Science Laboratory Technology
Federal Polytechnic Idah
Kogi , Nigeria 03.2012 - 12.2014
Skills
- Microsoft 365 Administration
- Azure Active Directory
- Cloud Computing & Virtualization
- Network Administration
- Routing & Switching
- Cybersecurity Awareness
- Customer Service & Technical Support
- IT Troubleshooting
- Data Reporting & Analysis
- Documentation & Ticketing Systems
- Identity management
Certification
- Internet Security Certificate.
- Cybersecurity Essential Certificate.
- Introduction to Cybersecurity Certificate.
- Data Analytics Certificate.
- IBM Data Analytics Essentials Certificate.
- VMware Certified Associate Certificate.
- Huawei HCIA Data Center Facility Certificate.
- Huawei HCIA Routing and Switching Certificate.
- Checkpoint Certified Sales Representative Certificate.
- Check Point CloudGuard IaaS Public Cloud Administrator Certificate.
- Check Point CloudGuard IaaS Sales Expert Certificate.
- Infoblox Network Automation Competency-Sales Accreditation for Partners (NCS) Certificate.
- Infoblox Core Network Services Competency-Technical Accreditation for Partner (CNT) Certificate.
- Avaya Learning - 4615T APSS Small and Midmarket Communications Online Test Certificate.
- Basic Fire Safety Course Certificate.
- Onshore Offshore Health, Safety and environment (Level 2 of 3 HSE Compliance Course) Certificate.
- Onshore Offshore Contractors/Employee Quality Health Safety and environment Development Course (QHSE Supervision Course Level 3 of 3) Certificate.
- Approved Modules and Professional Examination as prescribed by the Governing Board of the Oil and gas Education Research Academy on: Human Resources Management Course Certificate.
Accomplishments
- Microsoft Office Certified Technical Support Advocate.
- Member - International Cybersecurity & Digital Forensic Academy (ICDFA)
Languages
English
First Language
References
References available upon request.
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeContract WorkGig WorkLocation Preference
On-SiteRemoteHybridSalary Range
₦0/hr - ₦1000/hrTimeline
Cybersecurity Awareness Volunteer (Student)
MAKATOB IT Security
08.2025 - Current
Microsoft 365 Proactive &Reactive Support Engineer
Upwork Freelance
03.2024 - 04.2025
Information & Communication Technology(ICT)Trainee
Cloud Exchange Technical School (CETS)
09.2019 - 02.2020
Microsoft 365 Technical Support Engineer(Progress)
TeKnowledge (formerly Tek-Experts Nigeria)
08.2019 - 02.2025
Administrative Assistant (Intern)
Nigerian Shippers’ Council
05.2018 - 04.2019
Higher National Diploma (HND) - Physics/Electronics
Federal Polytechnic Idah
02.2015 - 12.2017
Ordinary National Diploma (OND) - Science Laboratory Technology
Federal Polytechnic Idah
03.2012 - 12.2014